ITIL 4 Overview

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management (ITSM) by many public & private organizations. Since early 1990, ITIL® has been evolving from focusing on functions and processes under versions 1 and 2 to a full Service Lifecycle Management (v3/2011) to now focusing on a Service Value System under the current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® now emphasizes the following areas:
  • The role of IT Service Management capabilities in digital transformation initiatives
  • Value and value co-creation between the IT service provider and its customers
  • Guiding principles that apply to all stakeholder relationships, all initiatives and in support of Continual ::Improvement activities
  • The Four Dimensions of Service Management, used to ensure holistic service management
  • The Service Value System approach to IT Service Management, and how the IT Management Practices enable service delivery
  • IT Service Management’s complementary fit with other popular IT best practices
This course introduces the latest ITIL® 4 concepts and explains the major differences with earlier versions of ITIL®. Program Material
  • A digital copy of the instructor’s presentation will be distributed to the participants.
There are no prerequisite required for this program. There is no certification exam associated with this course.
1 Day/Lecture
This course is designed for IT professionals interested in understanding the content and concepts of the latest ITIL® 4, as well as understand the differences with previous ITIL® versions: Executives and key stakeholders, Process Owners and Managers, senior technical and operational staff, IT professionals and Consultants and IT customers.
  • The origins and evolution of ITIL®
  • A few important concepts and definitions
  • ITIL® Service Value System
  • The Four Dimensions of Service Management
  • The ITIL® Management Practices
  • The major differences between ITIL® versions
  • Critical success factors in the implementation of ITIL® best practices
  • ITIL® training / education and documentation

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