Description

Introduction
This training provides a comprehensive introduction to ITIL v4, focusing on key concepts, service management principles, and practices to improve IT service delivery. Participants will gain a solid understanding of the ITIL framework and its application in modern IT environments.

Prerequisites

• Basic understanding of IT concepts and business processes

• No prior ITIL knowledge is required

• Familiarity with IT service operations is helpful but not mandatory

Table of Contents

1. Overview of ITIL v4
   1.1 Evolution from ITIL v3 to v4
   1.2 Key Benefits of ITIL v4
   1.3 The ITIL Service Value System (SVS)

2. Key ITIL Concepts
   2.1 Services, Value, and Outcomes
   2.2 Customers, Users, and Stakeholders
   2.3 Governance and Continual Improvement

3. The Four Dimensions of Service Management
   3.1 Organizations and People
   3.2 Information and Technology
   3.3 Partners and Suppliers
   3.4 Value Streams and Processes

4. ITIL Management Practices
   4.1 General Management Practices
   4.2 Service Management Practices
   4.3 Technical Management Practices

5. Service Value Chain
   5.1 Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
   5.2 How Activities Interconnect to Create Value

6. Key ITIL Practices
   6.1 Incident Management
   6.2 Problem Management
   6.3 Change Control
   6.4 Service Request Management
   6.5 Continual Improvement

7. Adopting ITIL in Modern IT Environments
   7.1 Integration with Agile, DevOps, and Lean
   7.2 Benefits of ITIL in Digital Transformation

Participants will leave with a solid understanding of ITIL v4 concepts, practices, and how to apply them to enhance IT service management. This foundation prepares learners for ITIL v4 certification and practical implementation in their organizations.