Course ITILv.4 ITIL Fundamentals (v.4). The Principles of IT Department Organization

This training helps you understand the terminology and principles of IT Service management (ITSM), key practices and cultural challenges, in particular, work with customer experience, creation practices values, questions digital transformations and approaches Lean, Agile and DevOps.

New ITIL®4 course significantly expands the capabilities of previous versions, provides a theoretical and practical basis for creating, managing and continuously improving business processes in IT.

Main accents: systemic approach, joint work of customer and service provider on the creation values, organization flexible adaptation to internal and external conditions work constantly changing teams through continuous improvement all, without exception, aspects activities organizations that will allow you to transfer your IT team to a new level, to strengthen its role not only in business processes related to digital technologies, but also in the business strategy of the company as a whole.

The training will also help you prepare for the international ITIL®4 Foundation exam.

After completing this course, students will be able to:

• use in practice the basics of service management, know the basic terms and concepts;
• apply an understanding of how the ITIL service value system works;
• implement the fundamental principles of ITIL;
• take into account 4 aspects of service management in the work;
• build value chains and streams;
• apply the practices of general management, service and technology management.

Audience Profile

This course is recommended for employees and heads of companies, regardless of whether IT services are provided within the company or other organizations. It will be especially useful for IT specialists involved in the construction of ITSM processes.

• the importance of cooperation and interaction, assurance of openness and transparency, continuous improvement and automation, as well as usage of a systematic approach;
• features of co-creation of value and service relationships, taking into account the impact of internal and external factors;
• all the components of the ITIL service value creation system;
• all steps of the value chain, as well as possible options for their interaction to implement value streams.

Before attending this course, students must have:

• work experience in the IT industry in any position;
• experience of active interaction with the IT department.