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Meetings Stub Page [mx-stub]

Course Outline

1 - ITIL 4 OVERVIEW

- Structured Benefits

- The Service Value System

- Four Dimensions of Service Management

2 - KEY CONCEPTS OF ITIL

- What is Service Management?

- Service Relationships

- Creating Value

3 - THE FOUR DIMENSIONS OF SERVICE MANAGEMENT

- A Holistic Approach to Value Delivery

- Organizations and People

- Informational Technology

- Partners and Suppliers

- Value Streams and Processes

- External Factors

4 - THE ITIL SERVICE VALUE SYSTEM (SVS)

- Guiding Principles

- Governance

- Service Value Chain

- Practices

- Continual Improvement

5 - THE ITIL 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

- Optimize and Automate

- Principle Interaction

6 - GOVERNANCE

- Governing Bodies

- Governance Activities

- The Role of Governance in the SVS

7 - THE SERVICE VALUE CHAIN

- Plan

- Improve

- Engage

- Design and Transition

- Obtain and Build

- Deliver and Support

8 - CONTINUAL IMPROVEMENT

- The Model, the Value Chain, and Practice

- Continual Improvement Model

- Continual Improvement and the Guiding Principles

- Theory of Constraints

9 - KEY ITIL PRACTICES

- Introduction to ITIL Practices

- Continual Improvement

- Service Level Management

- Change Control

- Incident Management

- Service Request Management

- Service Desk

- Problem Management

10 - OTHER ITIL PRACTICES

- General Management Practices

- Service Management Practices

- Technical Management Practices

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