Furthermore, attendees will delve into the service value chain and various IT service management practices. They will pinpoint avenues for enhancing IT practices by adhering to ITIL standards and grasp the significance of aligning IT with business objectives. The course offers a flexible learning approach, encompassing instructor-led sessions or self-paced modules, supplemented by practice exams, preparatory questions, and supplementary materials.
Module 1: Service Management
- The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.
- Service Value System (SVS) and Service Value Chain
Organisations
- Service Provisioning and Consumption
- Customers, Users, Sponsors, and Other Stakeholders
- Services, Products, and Service Offerings
- Service Relationships
- Value, Outcomes, Costs, and Risks
- Utility and Warranty
Module 2: The Four Dimensions
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Module 3: The Service Value System
- Opportunity, Demand, and Value
- Guiding Principles
- Governance
- ITIL Practices
- Continual Improvement
- Organisational Silos
Module 4: The Service Value Chain
- Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
- Inputs of the SVS: Opportunities & Demand
- Outcome of the SVS: Value
- Addressing the Challenges of Silos
Module 5: The Seven Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimise and Automate
Module 6: ITIL Practices: Practice Overview and General
- Management Practices
- Practices and Processes
- Continual Improvement
- Information Security Management
- Supplier Management
- Relationship Management
Module 7: ITIL Practices: Service Management and Technical Management Practices
- Service Level Management
- Event Management
- Service Desk
- Service Request Management
- Incident Management
- Problem Management
- Change Enablement
- IT Asset Management
- Service Configuration Management
- Release Management
- Deployment Management