ITIL Foundation (Version 5) - English version (Inhouse)

• Introduction
  • Evolving IT service management
  • About ITIL
  • Key concepts of ITIL: An Introduction
  • Official Book structure
  • The ITIL Car Rental Scena
  The ITIL Four Dimensions of Product and Service Management
  • Introduction
  • Organizations and people
  • Value streams and processes
  • Information and technology
  • Partners and suppliers
  Key concepts of digital product and service management
  • The service economy
  • Service relationships
  The ITIL Product and Service Lifecycle
  • The ITIL Product and Service Lifecycle and lifecycle management activities
  • Discover
  • Design
  • Acquire
  • Build
  • Transition
  • Operate
  • Deliver
  • Support
  The ITIL Value System
  • Introduction to the ITIL Value System
  • The ITIL Guiding Principles
  • Governance
  • Value chain
  • Practises
  • Continual improvement
  Identifying, mapping, and managing value streams
  • Why value streams
  • Value streams of digital organizations
  • Value stream mapping
  • Value stream management
  Next steps
  • Improving organizations
  • Improving professional capabilities
  • Beyond ITIL

Methode

Lecture, discussion, exercises.