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ITIL4 Foundation in IT Service Management

Start

Sunday, 29 October 2023

End

Thursday, 2 November 2023

Overview

ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery, and continual improvement of technology-enabled products and services. ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL 4 journey or people looking to update their existing ITIL knowledge.

 

NOTE: This is a preparation course and any participant who wants to obtain the international certificate, mselect can facilitate the exam with Axelox at cost.  

 

Learning outcomes

Through engaging discussions, case studies, and interactive exercises, participants will learn:

  • Mastering the ITIL 4 framework: Uncover the key components, guiding principles, and practices of ITIL 4, enabling you to align IT services with organizational goals effectively

  • Optimizing service value: Learn how to maximize the value of IT services by adopting a holistic and customer-centric approach, elevating the overall user experience.

  • Embracing digital transformation: Gain insights into the challenges and opportunities presented by digitalization and discover strategies to harness its potential for sustainable growth.

  • Cultivating agile practices: Explore the integration of agile and lean methodologies within the ITIL 4 framework, enabling you to enhance service delivery and adaptability in a fast-paced environment.

 

Agenda

Day 1

  • T Service Management definitions: Service, Utility, Warranty, Customer, User, Service management, Sponsor

  • Key concepts of value creation

  • Key concepts of service relationships: service offering; service provision; service consumption; service relationship management

 

Day 2

The use and interaction of 7 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

The 4 dimensions of service management:

  • Organizations and people

  • Information and technology

  • Partners and suppliers

  • Value streams and processes

Day 3

  • The ITIL service value system

  • The service value chain, its inputs and outputs, and its role in supporting value streams

  • Service value chain elements: Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support

Day 4

Details of how the following ITIL practices support the service value chain:

  • Continual Improvement (including continual improvement model)

  • Change control

  • Incident management

  • Problem Management

  • Service request management

  • Service desk

  • Service level management

Day 5

The purpose of the ITIL practices

  • Information security management

  • Relationship management

  • Supplier management

  • Availability management

  • Capacity and performance management

  • Service configuration management

  • IT asset management

  • Business Analysis

  • Service continuity management

  • Deployment management

  • Monitoring and event management

  • Release management

 

Trainer Biography

Mohammed Hassan is an accredited ITIL Trainer and highly qualified IT Service Management professional with a decade of senior IT Operations and Projects positions within international organizations. Mastering Microsoft Technology since 2015 (Trainer and Cloud Expert), bachelor's in computer science (Basrah University), PMI-PBA (Project Management Institution), Six-Sigma (Process for Manufacturers), CSA (Certified ServiceNow Administrator), DITS (Digital Transformation).

 
Who should attend this course?

Anyone seeking ITIL Foundation certification, and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

 

Time and duration of the course
  • Duration: 5 days

  • Time: 09:00 AM – 03:00 PM

  • Sunday – Thursday, 5 days a week

  • Fee: $350

  • Location: Erbil, mselect office

 

How do I register?

You can register by emailing training@mselect.com with the following details:

 

  • Full Name:

  • City/Town:

  • Email Address:

  • Phone number:

  • Name of the course: