Day 1
• Course start - Introduction of instructor and participants
o Introduction to ITIL 4
o Structure and Benefits of ITIL 4
o Exam and Certification Details
• Service Management: Key Concepts
o Value and Value Co-Creation
o Service Providers, Consumers, and other Stakeholders
o Service Relationships
o Services, Products, and Resources
o Outcomes, Costs, and Risks
• The Seven Guiding Principles
o Focus on Value
o Start Where You Are
o Progress Iteratively With Feedback
o Collaborate and Promote Visibility
• Guiding Principles - Continued
o Think and Work Holistically
o Keep it Simple and Practical
o Optimize and Automate
• The Four Dimensions of Service Management
o Organizations and People
o Information and Technology
o Partners and Suppliers
o Value Streams and Processes
o External Factors (PESTLE)
• The Service Value System
o Purpose and Components
• The Service Value Chain
o Value Streams
o Service Value Chain Activities
• Homework – 2 questions
o Regarding the content from Day 1:
- Are you already working with any of this?
- Is there anything that you would like to start working with?
• End of Day 1
Day 2
• Presentation of Homework / Discussion
• Introduction to Continual Improvement
o The Continual Improvement Model
o Relationship between Continual Improvement and Guiding Principles
• The ITIL® Practices;
o Overview over all of the practices
o Detailed description of selected practices
- Continual Improvement
- Change Enablement
• Practices - Continued
- Incident Management
- Problem Management
- Service Request Management
• Practices - Continued
- Service Desk
- Service Level Management
• Additional Practices – Description of purpose
o – Information Security Management
o – Relationship Management
o – Supplier Management
o – IT Asset Management
o – Monitoring and Event Management
o – Release Management
o – Service Configuration Management
o – Deployment Management
• Sample Paper 1 review – Instructions and Preparation for Certification Exam
• End of Day 2