During this 3-day course, the participants will be 'immersed' in the 'new' world of Service Management and will be able to make a significant contribution to service delivery in their own organization.

The course helps the participant to understand the following:

• Key IT service management concepts
•  How ITIL® guiding principles can help and organization to adopt and adapt service management 
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how they interconnect
• Know the purpose of key ITIL® practices
• Preparation to sit the ITIL® 4 foundation examination

• Anyone who contributes to (IT) service delivery will, after attending this training, not only have a better understanding of the importance of perfect (IT) service delivery but will also get tools to make this possible.
• The target group consists of employees who want to continue to develop themselves in the world of Service Management.

The basic concepts and principles of ITIL® 4

• Service and Value
• Service Relationships
• Stakeholders
• Service management

The 4 dimensions of Service management:

• Organisation and people
• Information and technology
• Value streams and processes
• Partners and suppliers
  
  

The 7 Guiding Principles:

• Focus on value
• Start where you are
• Make iterative progress with feedback
• Collaborate and make it visible
• Think and work holistically
• Keep it simple and practical
• Optimise and automate
  
  

Service Value Chain:

• Plan
• Improve
• Engage
• Design & transition
• Obtain / Build
• Delivery & Support
  
  

Practices:

• Inputs, Outputs and the role in supporting Value Streams
  
  

ITIL® practices and how they support the service value chain:

• Continual improvement (including the continual improvement model
• Change enablement
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management
  
  

The purpose of the following ITIL® practices:

• Information security management
• Relationship management
• Supplier management
• Service configuration management
• IT asset management
• Deployment management
• Monitoring and event management
• Release management

• CDGA Attendance certificate to all delegates who will complete the total sessions
• ITIL certification for participants may be applied upon successfully passing the exam and fulfilling the eligibility requirements (optional, subject to an additional fee).