[In partnership with AI Network360 Pte Ltd]

This 3-day course is designed to give the attendees an overall awareness of the basic concepts of IT Service Management through the lens of the IT Infrastructure Library (ITIL). Extensive research has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organisations realise value. ITIL v4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale.

ITIL v4 provides a practical and flexible basis to support organisations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations to compete within the complex modern landscape. ITIL v4 becomes more aware of the current trends in business transformation, such as Agile (or adaptive) methods, DevOps and Lean.

Full Time

This course is intended for organisations and individuals at the start of their journey in Service Management, such ITSM Managers (junior or experienced), individuals working in other parts of IT (digital, product, development) interfacing extensively with service delivery and existing ITIL qualification holders wishing to update their knowledge.

3 Days

21 Hours

Module 1: Key Concepts of Service Management

• Service Management
• Service and relationship with Value, Outcome, Cost and Risks
• Service Consumers, Service Providers, Users, Customer
• Understanding Nature and Components of Value
• Value Co-Creation
• Service Relationships

Module 2: 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
• Optimise and Automate

Module 3: Four Dimensions of Service Management

• Organisations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes

Module 4: Overview of the Service Value System

• Guiding Principles
• Governance
• Service Value Chain
• Practices
• Continual Improvement

Module 5: Service Value Chain

• Plan
• Improve
• Engage
• Design and Transition
• Obtain/Build
• Deliver and Support

Module 6: Purpose of Key ITIL Practices

• General Management
• Information Security Management
• Relationship Management
• Service Configuration Management
• Supplier Management
• Continual Improvement
• Service Management
• Incident Management
• Problem Management
• Change Control
• Service Level Management
• Continual Improvement
• Service Request Management
• Service Desk
• Technical Management
• Deployment Management