Focus group

This course is for IT Managers and Practitioners involved in the strategy, design, implementation, and on-going delivery of business-used IT services and for anyone who requires an insight into Service Management best practice.

Practical

During this classroom training you will be fully prepared for the official ITIL® 4 Foundation exam in an efficient program. You will receive up-to-date knowledge in the field of IT service management, which you can apply directly in practice. Thanks to the many years of experience and the personal attention of our highly experienced trainers, you are guaranteed to follow a high-quality ITIL® training at Computrain.

Prerequisites

There are no prerequisites for this course.

Courseware

Accredited English-language study material is used during the training. This includes handouts and a book. This will prepare you optimally for the official ITIL® 4 exam. You also have a very modern online learning environment. This environment contains all the information you need for the training. In addition, you can easily communicate with the other participants.

Klassikaal of virtual classroom

Je kunt dit programma klassikaal volgen op een locatie naar keuze. Omdat je binnen een groep veel van elkaar leert, bieden we je een alternatieve locatie aan wanneer er voor jouw voorkeurslocatie onvoldoende aanmeldingen zijn. Onze leslocaties zijn gevestigd door heel Nederland. Geef je de voorkeur aan lessen op vaste tijden, met een docent én digitaal? Dan biedt virtual classroom je de uitkomst. Voor meer informatie over onze opleidingsvarianten, zie de pagina Opleidingsvarianten op onze website.

Program

Service Management: Key Concepts

• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks

The Guiding Principles

• The Seven Guiding Principles
• Applying the Guiding Principles

The Four Dimensions of Service Management

• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model

Service Value System

• Overview of Service Value System
• Overview of the Service Value Chain

Continual Improvement

• Introduction to Continual Improvement
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

• Purpose of ITIL Practices
• The Continual Improvement Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice

Exams

This training prepares you for the exam ITIL4® Foundation. The exam is included in the costs of the program. You can register for the exam at !!GEEN VERWIJZING!! at a date, time and location of your choice.