4 half days (14 Hours) / Exam voucher and Take2 option included
Programme
IT service management in the modern world
The key components and benefits of the ITIL v4 framework
The key concepts and terminology of service management
- Nature of value and co-creation
- The various stakeholders involved
- Products and services: definitions and purpose
- Service relationships
- Key components of customer value: outcomes, costs and risks
The four dimensions of service management or how to facilitate effective and efficient value for your customers and other stakeholders
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- How external factors can affect service management in your organization
The ITIL 4 service value system: enable value creation
- An overview of the service value system
- Opportunity, demand and value
- The ITIL guiding principles
- Governing bodies and governance
- Service value chain: outline the key activities
- Continual improvement
The ITIL management practices or how ITIL interacts with other frameworks and models
- General management practices
- Service management practices
- Technical management practices
ITIL 4 Foundation exam preparation with sample papers
