Course Outline
ITIL 4® OVERVIEW
- Introduction to ITIL®
- Key Concepts of ITIL®
THE ITIL® FRAMEWORK
- The Four Dimensions of Service Management
- The ITIL® Service Value System
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
THE ITIL SERVICE VALUE SYSTEM
- Governance
- The Service Value Chain
- Continual Improvement
KEY ITIL PRACTICES
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
OTHER ITIL PRACTICES AND PREPARING TO THE EXAM
- General Management Practices
- Service Management Practices
- Technical Management Practices
ITIL® training course on this website are offered by NobleProg Polska sp. z o.o. - ATO by AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.
Requirements
NA
Testimonials
Generally all good
Dariusz Starosta - Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Many examples are shared to better understand certain subjects.
Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Approach, Trainer's knowledge and atmosphere
Miroslaw Majzner - Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Enjoyed very much the balance between the Theory / quizz / group exercises! perfect balance
Manuel Delgado - Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Many practical examples. Complex concepts explained in a simple way. Quizes that helped memorize and test gained knowledge.
Agnieszka Ganowicz - Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Group activity about pros and cons of implementing a chatbot
Emil Chmielewski - Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Instructor's commitment for common understanding of the concepts
Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Test cases
Joanna Banaszewska, EY GLOBAL SERVICES (POLAND) SP Z O O
Contact with the Trainer, interaction
Rafał Kosmatka, Komenda Główna Straży Granicznej
Practical examples from the lecturer illustrating and explaining ITIL terminology and discussions with him.