Mastering the best practices to implement an efficient and reliable IT systems management framework will allow you to contribute to the improvement of your organization's results and growth. Moreover, this in-depth preparation for the exam maximizes your chances of obtaining an ITIL certification, which is always valued within organizations: the management practices advocated by ITIL aim to meet the quality requirements of I.S. without increasing costs, if possible by lowering them. With us, see how to identify, explain and apply the ITIL ® basic principles in concrete cases.

Duration

2.5 days

Schedule

See training dates for details

Regular fee

$1,825

Preferential fee

$1,640

Objectives of the training

To provide the knowledge and skills required to describe the notion of value system, value chain, the practices and roles that an IT organization needs in order to provide quality IT services within its company and to its clients.

Targeted audience

Personnel involved in the day-to-day delivery and management of IT services. IT managers and technicians who want or need to manage and improve the services offered by the IT department.

Prerequisite

Participants must have at least three to six-months’ experience working in an IT company.

Trainers

Jean-Claude Beaudry

José Tamo

Luc Laroche

Zineb Roudani

Benefits for Participants

Course architecture

DAY 1

The generalities
With ITIL, the focus is on the value for the company and the transition from process to practice.

The key concepts of Service Management (value, stakeholders, services).
Understanding them through the set of organizational capabilities that enable the creation of value for customers in the form of services.
- Relativity of the value according to the perception of the stakeholders.
- Nature of stakeholders (service provider, consumer, others).
- Different roles of service consumers (customer, user, sponsor).
- Co-creation of value in a service relationship.
- Difference, similarities and links between Product and Service.
- Distinction between Utility and Guarantee.
- Do not confuse result and deliverable.

The four dimensions of service management: a holistic approach.
- Organizations and people: structure, culture, skills, roles
- Information and technology: knowledge and technology requirements, relationships between value system components
- Partners and suppliers: strategic approach according to the company's objectives, culture and business environment
- Value streams and processes: inputs, deliverables, sequence and dependencies

The service value system (svs).
Understanding it to ensure that the organization continuously co-creates value (inputs + elements + deliverables) and to combat the creation of silos. Review of the key components of SVS:
- Guiding principles: to guide the organization in all circumstances.
- Governance: to ensure direction and control of the organization.
- Service value chain: the activities to deliver a product/service. First Involve, Plan, Design and then Build, Sustain and Improve.
- Practices: to achieve a goal using organizational resources.
- Continuous improvement: to be able to continuously meet stakeholders' expectations.

The seven guiding principles of ITIL® 4: universal and sustainable.
Apply them to foster success, encourage improvement and provide guidance in all circumstances.
- Focus on value
- Start here
- Move forward by iterations with feedback
- Collaborate
- Approach holistically
- Focus on simplicity
- Optimize and automate

DAY 2

Application of ITIL® 4 principles
Management practices: using all organizational resources to achieve an objective.
- Relationship Management
- Service Level Management
- Information Security Management
- Supplier Management
- Change Enablement
- IT Asset Management
- Policy Configuration Management
- Deployment Management
- Release management
- Incident management
- Service Request Management
- Problem management
- Event Management
- Service Desk

DAY 3

Application of ITIL® 4 principles (continued)
- Continuous Improvement

Discussion on the implementation of Service Management principles
- Typical approach based on agility, governance and continuous improvement
- Key processes for organizations

Review and practice writing the exam
- Question and answer session
- Practice exam with practice questions

If you have any questions about registration, cancellation, schedules, language of instruction, etc. you will find answers in our FAQ.

Training Notes

This certification course is always and only offered with the associated certification exam. This course entitles you to 14 PDU.

ITIL® is a registered trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved. IT Infrastructure Library®: IT Infrastructure Library ® ™ is a trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved.

Private or personalized training

If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.

Request a quote

Duration

2.5 days

Schedule

See training dates for details

Regular fee

$1,825

Preferential fee

$1,640

Private or personalized training

If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.

Request a quote

ITIL 4 - Foundation with certification

Objectives of the training

Targeted audience

Prerequisite

Trainers

Benefits for Participants

Course architecture

Training Notes

Private or personalized training

Private or personalized training

Purchase summary

Québec

Virtuelle

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Request in-company training

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