Students who complete this course will have learned:

• An overview of the tools and methodologies, purpose and components of ITIL (ITIL 4 Edition), including the ITIL Service Lifecycle and the Service Value System
• The key concepts and value of IT service management to IT service providers and their customers
• How the ITIL guiding principles can help organizations adopt and adapt service management
• The activities of the service value chain, and how they interconnect
• The purpose and key terms of 18 ITIL practices and the 7 essential practices
• How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry
• How to become an ITIL Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams

• Individuals at the start of their journey in service management
• ITSM Managers and aspiring ITSM Managers
• Individuals working in other parts of "IT" (digital, product, development) with strong interface with service delivery
• Existing ITIL qualification holders wishing to update their knowledge

Key Service Management and ITIL Concepts

• Defining Value and its relationship with stakeholders
• Service relationships and co-creation of value
• Understanding Service Offerings and Products
• Balancing Outcomes, Value, Costs and Risks
• The 4 Dimensions of Service Management
  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

The ITIL Guiding Principles

• Introduction to the Guiding Principles
• Understand and apply each of the 7 Guiding Principles

ITIL Service Management Practices

• Introducing the 3 areas of Practice
• 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

The ITIL Service Value System (SVS)

• Understanding the role of the Service Value System
• Elements of the ITIL4 SVS
  • Guiding Principles
  • Governance
  • Service Value Chain
  • Practices
  • Continual Improvement
• Service Value Chain
  • Understanding the Elements of the Service Value Chain
  • Practices and their role in the Service Value Chain
  • Using the Service Value Chain to identify and map Value Streams

There are no specific pre-requisites. By the way, some appreciation of the ideas and principles of services may be useful.

To be able to take the exam, it's necessary to have read and accepted the terms and conditions of examination institute, available in english. The acceptance of such terms and conditions will have to be confirmed when taking the exam: click here.

• Classroom/distant course duration: 2 days 
• Online course durations (possibility to choose among types):
  • 7 platform access days
  • 30 platform access days
  • 120 platform access days

Thanks to the new App "iLEARN LMS", you can access your e-learning course from anywhere and at anytime you want on your mobile devices. Download it now!