Learning objectives
- Understand the ITIL® 4 framework and its guiding principles.
- Structure IT service management processes.
- Improve the quality and value of IT services.
- Prepare for ITIL® 4 Foundation certification.
Programme
- ITIL® 4 framework: service value system and guiding principles.
- Key practices: incident, problem, change management.
- Service value chain and continual improvement.
- Governance, risk and value co-creation.
- Applying ITIL to the organisation's context.
- ITIL® 4 Foundation exam preparation.