François Chung, Ph.D.

QRP International training, Belgium (2020). This online training introduces participants to the IT service management (ITSM) and prepares them for the ITIL Foundation exam. The training provides an understanding of the common language and key concepts of ITIL (Information Technology Infrastructure Library) and shows how ITSM professionals can improve their work and the work of their organisation thanks to the ITIL 4 guidance.

Module 1: Introduction

Main topics:

• Guide for the ITIL Foundation exam;
• ITIL repository and documents;
• Successive versions of ITIL.

Module 2: Definitions and key concepts

Main topics:

• Service management;
• Provision of services;
• Client, user and sponsor;
• Services and products;
• Offer of services;
• Service relations;
• Consumption of services;
• Deliverables and results;
• Utility and warranty.

Module 3: The 7 guiding principles of ITIL

Main topics:

• 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.

Module 4: The 4 dimensions of service management

Main topics:

• Organizations and people;
• Information and technology;
• Partners and suppliers;
• Value streams and processes.

Module 5: The service value chain

Main topics:

• Plan;
• Engage;
• Design and transition;
• Obtain and build;
• Deliver and support;
• Improve.

Module 6: General management practices

Main topics:

• Continual improvement;
• Information security management;
• Relationship management;
• Supplier management.

Module 7: Service management practices

Main topics:

• Change control;
• Incident management;
• IT asset management;
• Monitoring and event management;
• Problem management;
• Release management;
• Service configuration management;
• Service desk;
• Service level management;
• Service request management.

References