Day 1: Key Concepts in Service Management

• Understanding Core ITIL Concepts
  • Define seven essential ITIL concepts that form the foundation of effective service management:
    • Service: The means of delivering value to customers by facilitating outcomes they want to achieve.
    • Utility: The functionality offered by a service to meet a specific need.
    • Warranty: Assurance that a service will meet agreed requirements, ensuring its availability and reliability.
    • Customer: The person or group that commissions a service and is ultimately responsible for its delivery.
    • User: Anyone who uses the service on a day-to-day basis.
    • Service Management: The practice of managing services to ensure their alignment with the needs of the business.
    • Sponsor: An individual or group who provides resources and support for the service management initiatives.
• Creating Value Through Services
  • Explore how value is created through effective service delivery.
  • Discuss the importance of relationship management within service management, highlighting the significance of understanding both customers and users.
• ITIL Guiding Principles
  • Examine the guiding principles of ITIL that help organizations adopt and adapt service management practices.
  • Describe the nature, application, and interactions of these principles.
  • Discuss the practical use of the guiding principles in real-world scenarios.
• Four Dimensions of Service Management
  • Understand the four dimensions critical to the success of service management:
    • Human Resources and Organization
    • Technology and Information
    • Suppliers and Partners
    • Value Streams and Processes
• ITIL Service Value System (SVS)
  • Learn about the purpose and components of the ITIL Service Value System (SVS) and how it integrates various practices to facilitate value creation.

Day 2: ITIL Service Value Chain Activities

• Understanding the ITIL Service Value Chain (SVC)
  • Describe the interconnected nature of the ITIL Service Value Chain and how it supports value streams.
  • Analyze the inputs, outputs, and objectives of each of the six activities in the Service Value Chain:
    • Plan
    • Improve
    • Engage
    • Design and Transition
    • Obtain/Build
    • Deliver and Support
• ITIL Practices Overview
  • Discover the objectives and key terms associated with the 18 ITIL practices.
  • Define and understand eight critical ITIL terms:
    • Availability
    • Service Asset
    • Event
    • Configuration Item
    • Change
    • Incident
    • Problem
    • Known Error
• In-Depth Exploration of Seven ITIL Practices
  • Gain insight into seven key ITIL practices, including:
    • Continual Improvement (with a focus on the Continual Improvement Model)
    • Change Control
    • Incident Management
    • Problem Management
    • Service Request Management
    • Service Desk
    • Service Level Management

Day 3: Preparing for the ITIL V4 Foundation Certification Exam

• Mock Exam and Review
  • Engage in a comprehensive mock exam with guided corrections and feedback provided by the trainer.
• Certification Examination
  • The cost of the examination is included in the training package, along with a digital copy of the official course textbook.
  • Certification will take place at a later date (independently) under the supervision of an official proctor from the publisher.
  • The online exam (available in French) lasts approximately one hour and consists of 40 multiple-choice questions. A minimum score of 65% (26 correct answers) is required to achieve certification.