The course covers the best practice framework of ITIL 4 at a foundational level. Students will learn about the service value system (SVS), the four dimensions of service management, the service value chain, the 7 guiding principles, and service management practices. ITIL 4 is a non-prescriptive, industry best practice providing avendor-neutral, technology-agnostic framework to address service management challenges by reshaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
Course Benefits
Upon successful completion of this course, candidates will be able to:
- Explain the four dimensions of service management and how the four dimensions are used to underpin a balanced focus in value creation
- Describe the service value system (SVS) and how the SVS ensures value is cocreated with the business
- Understand and implement the ITIL service value chain
- Gain the knowledge necessary to prepare and take the ITIL 4 Foundation certificate examination
Course Pre-Requisites
- There are no specific prerequisites for this training.
- Additional study time outside of the classroom will be required to prepare for the certification exam.
Target Audience
- Business managers, business process owners, or any business person interfacing with IT organizations
- Individuals new to ITIL, who require a fundamental overview of the ITIL 4 framework and how to apply the service management concepts to create value for customers
- IT professionals already working with ITIL best practices, and want to advance their knowledge of the new service management practices in ITIL 4
- Other individuals working in parts of the IT organization, including: IT staff supporting large, complex and hybrid data centers, interested in improving speed, quality and cost of IT services IT vendors, suppliers, and partners IT managers and IT executives Individuals working in other parts of IT (digital, product, development, security)
Course Outline
Introduction
- IT service management in the modern world
- About ITIL 4
- The structure and benefits of the ITIL 4 framework
- The ITIL SVS
- The four dimensions model
Key concepts of Service Management
- Value and value co-creation
- Value co-creation
- Organizations, service providers, service customers, and other stakeholders
- Service providers
- Service consumers
- Service stakeholders
- Configuring resources for value creation
- Service offerings
- The service relationship model
- Value: outcomes, costs, and risks
- Outcomes
- Costs
- Risks
- Utility and warranty
The Four Dimensions of Service Management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Value streams for service management
- Processes
The ITIL Service Value System
- Service value system overview
- Opportunity, demand, and value
- The ITIL guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Principle interaction
- Governing bodies and governance
- Governance in the SVS
- Plan
- Improve
- Engage
- Design and transition
- Obtain/build
- Deliver and support
- Steps of the continual improvement model
- Continual improvement and the guiding principles
ITIL Management Practices
- General management practices
- Architecture management
- Continual improvement
- Information security management
- Knowledge management
- Measurement and reporting
- Organizational change management
- Portfolio management
- Project management
- Relationship management
- Risk management
- Service financial management
- Strategy management
- Supplier management
- Workforce and talent management
- Service management practices
- Availability management
- Capacity and performance management
- Change control
- Incident management
- IT asset management
- Monitoring and event management
- Problem management
- Release management
- Service catalogue management
- Service configuration management
- Service continuity management
- Service design
- Service desk
- Service level management
- Service request management
- Service validation and testing
- Technical management practices
- Deployment management
- Infrastructure and platform management
- Software development and management
Available Course Sessions
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Trainer Profile
John Seah
John Seah is the founder, the managing director and principal trainer/consultant for Everest Innovation Pte Ltd. He is also the author of two books entitled
-Turning Ideas into Gold
-Turning Ideas into Profit
As a veteran with more than 20 years of experience in the Service and High Tech Industry, John captures his learning and brings his experiences to life in his numerous dynamic seminars and consulting engagements throughout Asia Pacific. John is a much sought after speaker and trainer to tens of thousands of participants in 25 cities across 15 countries through Asia Pacific. He has delivered in major conferences and in-house seminars in a variety of topics including Personal Data Protection Act, innovation, value creation, customer service excellence, sales, ITIL, management and leadership. He is also a great coach to hundreds of professionals and a consultant who saved his customers millions of dollars. Prior to his current role, John was the Asia Pacific Products Director for Education Services with Hewlett Packard; John headed a team of professionals who was responsible for the creation and the development of educational products and services. His portfolio included e-Learning, enterprise solutions, classroom training, industry-focused programs and blended learning. John graduated from the University of Essex with a Master of Science in Artificial Intelligence. He is a member of the British Computer Society, a Chartered Engineer with the British Engineering Council and the Chartered President of the IT Management Association Toastmasters Club. John received a Design Thinking SOA from University of Virginia, USA.
Achievements with Innovations
Throughout his seminars and consulting activities on Innovation and Breakthrough Thinking, John shared numerous examples of how facts could be proven wrong and how the impossible could be attained. Some of his real life work and personal achievements include:
1. Being an inventor and creator of WORLD’s first Electronic Vaulting Service - all because he believed it could be done.
2. Created the Mt. Everest vision despite the effect of Asia’s Worst Economic Crisis in 1997 and leading his team to achieve
a. 150% to 200% quota for all product lines across 6 countries,
b. 500% of the world-wide profitability goals
c. Achieving the Best Partners Satisfaction Survey by IDC and also
d. the Best Customer Satisfaction Award from ComputerWorld Magazine, All in the same year.
