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IT Management
ITIL 4 Foundation
Overview:
Introduction:
This program is designed to prepare participants for the certification exam only.
This training program is designed to introduce participants to the ITIL® 4 framework, providing a comprehensive understanding of IT service management principles and practices.
Program Objectives:
By the end of this program, participants will be able to:
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Understand the key concepts and terminology of ITIL® 4.
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Explain the five core components of the ITIL® 4 service management framework.
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Apply ITIL® 4 practices for enhancing service management efficiency and effectiveness.
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Prepare effectively for the ITIL® 4 Foundation certification exam.
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Identify opportunities for implementing ITIL® 4 principles within their organizations.
Targeted Audience:
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IT Professionals.
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Service Desk Managers.
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IT Managers and Directors.
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Business Owners interested in IT service management.
Program Outline:
Unit 1:
Introduction to ITIL® 4:
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Overview of ITIL® 4 and its evolution from previous versions.
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Key concepts and principles of IT service management (ITSM).
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The four dimensions of service management.
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ITIL® 4 service value system (SVS) overview.
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Case studies demonstrating ITIL® 4 adoption and benefits.
Unit 2:
The Four Dimensions of Service Management:
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Organization and people.
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Information and technology.
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Partners and suppliers.
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Value streams and processes.
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Integrating the four dimensions for effective service management.
Unit 3:
The ITIL® 4 Service Value System (SVS):
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Overview of the ITIL® 4 SVS components.
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Service value chain activities and their purpose.
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Governance and continual improvement practices.
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Service value streams for delivering value to customers.
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Steps for Implementing ITIL® 4 SVS in diverse organizational contexts.
Unit 4:
ITIL® 4 Service Management Practices:
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Overview of ITIL® 4 service management practices (General Management, Service Management, and Technical Management).
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Applying key practices such as incident management, problem management, and change control.
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Aligning service management practices with business goals and objectives.
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Case studies illustrating successful implementation of ITIL® 4 practices.
Unit 5:
ITIL® 4 Certification Preparation:
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Overview of the ITIL® 4 Foundation certification exam structure and format.
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Effective exam preparation strategies and resources.
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Tips for exam day and managing exam anxiety.