ITIL 4 Foundation (English version)

• ITIL Introduction and History:
  • ITIL History
  • ITIL Library
  • The ITIL Service Value System (SVS)
  • Four dimensions of service management
  • Success factors of ITIL
  • Typical errors in the implementation of ITIL
  ITIL 4 Certification Scheme:
  • ITIL 4 Certification Scheme
  • Audit information
  • Learning success
  Key concepts of service management:
  • Service and Service Management
  • Benefit and guarantee
  • Customer, user and sponsor value, risks and costs
  • Organization
  • Result vs. output
  • Service offer service relationship management
  • Performance of services
  • Service consumption
  ITIL Guidelines:
  • Focus on the Value
  • Start where you are
  • Continue with the feedback iteratively
  • Promoting cooperation and visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
  The four dimensions of service management:
  • Organisations and people
  • information and technology
  • Partners and suppliers
  • Value flows and processes
  The ITIL Service Value System:
  • Opportunity / Demand (Input)
  • Value (Output)
  • Guiding principlesguided tour
  • Service Value Chain
  • Practices
  • Constant improvement
  The service value chain:
  • Planning (Plan)Improve (Improve)
  • Commit (Engage)
  • Design and TransitionDeploy / Develop (Obtain / Build)Delivery and Support
  ITIL management practices:
  • General Management Practices
  • Service management practices
  • Technical management practices
  • Follow-up / preparation for the exam
  • Training method
  • Presentation, lecture, discussion, exercises.

Methode

In this seminar, our trainers will present the course material through lectures and discussions, allowing you to immediately apply and reinforce what youve learned through exercises.