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ITIL4® Awareness
This course is intended to provide delegates with an overview of the ITIL4® framework. It covers the basics of understanding VALUE from a Service Management perspective, the 7 Guiding Principles, the major Service Management Practices and the Service Value System.
As an Awareness course it does not go into as much detail in these areas as a full ITIL4® Foundation course would over 3 days. Where that level of coverage isn't required, such as where non-IT staff need an appreciation of how service management could benefit them and what it means to them, then this should be the appropriate amount of coverage.
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- There are no public, Worcester-based events for this course scheduled at the moment, but you can contact us to request a date or call 0800 018 5597
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Worcester Training Centre
The course is intended to allow delegates to learn the basics of ITIL4® without diving in to the level of depth required for the ITIL4® Foundation. It provides delegates from any background the knowledge to be able to work with a service management organisation at a basic level and understand the principles and language behind the behaviours and actions.
This course is for anybody that needs an appreciation of what Service Management is and how ITIL4® provides advice and guidance on delivering services.
- Use basic ITIL® terminology.
- Work with value as a concept.
- Understand the Guiding Principles.
- Identify the purpose of the key ITIL® practices.
- Perform basic value stream mapping.
Staff that can engage with service management and understand more the benefits it provides. They should be able to identify and use correct terminology and work with practices more easily as they should have a better understanding of the benefits and reasoning behind their application.
- Greater understanding of service management and appreciation of what service management can do for the organisation.
- Insight into the role of ITIL® in the service organisation and the benefits of using it.
- Key Service Management and ITIL4® Concepts:
- Defining Value & co-creation of value.
- Understanding Service Offerings.
- Balancing Outcomes, Value, Costs and Risks.
- Introducing The 4 Dimensions of Service Management:
- Organisations and People.
- Information and Technology.
- Partners and Suppliers.
- Value Streams and Processes.
- Introduction to the Guiding Principles.
- Overview of each of the 7 Guiding Principles.
- Introducing the 3 areas of Practice.
- Overview of Key practices in ITIL4®:
- Incident Management.
- Problem Management.
- Change Control.
- Service Request Management.
- Service Level Management.
- Service Desk.
- Continual Improvement.
- Overview of other practices in ITIL4®.
- Overview of the Service Value System.
- Elements of the ITIL4® SVS:
- Guiding Principles.
- Governance.
- Service Value Chain.
- Practices.
- Continual Improvement.
- Service Value Chain.
- Introducing the Elements of the Service Value Chain.
- Basics of mapping Value Streams.
There are no prerequisites for attending this course.
About the Lead Trainer
Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.
