Course Objective

By completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the Service Value Chain that forms the core of ITIL® 4.

Audience

This course is suitable for a wide range of professionals involved in IT service management and continual improvement, including:

• CIOs and CTOs
• Managers and supervisory staff
• Team leaders
• Designers, architects, and planners
• IT consultants
• IT audit managers
• IT security managers
• Any IT professional involved in continual service improvement

Course Outline

• Course Objectives
• Exam Overview
• ITIL® V3 vs ITIL® 4
• Introduction to ITIL®
• ITIL® Service Value System
• Service Management Concepts
• Service Value Chain
• Continual Improvement
• ITIL® Management Practices