ITIL v.4 (basics)
Open training
Venue: online
Group: recruitment
Program: standard
Corporate training
Venue: online or in your office
Group: members of your company
Program: takes into account the characteristics of the customer
Closest events
Features
Language: Ukrainian, English, Finnish, Arabic, Hebrew
Program: includes practical classes
Certificate: students will receive a certificate of attendance and additional materials in electronic form.
Coach Andriy Kochukov
Experience: 25+ years of teaching various management practices and business processes. Conducting audits of companies around the world and setting up their management solutions.
Education: ICI, Brussels, Belgium Faculty of Sociology, full-time. Specialty Sociology Ph.D. Diploma
For whom
The course is intended for all IT employees to gain a general understanding of best practices in the formation and provision of services through the Service Value Chain.
Course program
What is ITIL?
The framework of ITIL v.4.
Key concepts, terms and notions of management:
Value, co-creation of value.
Organization, service providers, service consumers and other interested parties.
Service relations.
Discussion: “Key features of the service”.
Value
Result, costs, risks.
Utility and warranty.
Exercise: “Identification of key elements of service management”.
Products and services.
Service offer.
Exercise: “Identification of key entities and roles of service relations”.
Four dimensions of the service management model:
Organization and people.
Information and technologies.
Partners and suppliers.
Value creation streams and processes.
External factors.
Exercise: “Application of the four-dimensional service management model.”
The ITIL value system:
Review.
Opportunity, demand and value.
ITIL principles.
Leadership.
Value chain.
Exercise: “Designing the flow of value creation”.
Continuous improvement.
Practices.
ITIL management practices:
General management practices.