ITIL® 4 Foundation Certification Training in Boston, MA, USA

The ITIL 4 course includes a comprehensive knowledge of ITSM practices. You can expect to be trained on:

•    Why ITIL® is successful?
•    Concept of best practices in the public domain
•    Concept of a service 
•    Concept of internal and external customers
•    Concept of internal and external services
•    Concept of service management
•    Concept of IT service management
•    Concept of stakeholders in service management
•    What are processes and functions?
•    The process model and the characteristics of processes

• The structure of the ITIL® service lifecycle
• The purpose, objectives and scope of service Lifecycle. (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)
• Value to the business by each stage of Service lifecycle. (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) Generic concepts and definitions
• Defining and explain following key concepts
• Utility and Warranty
• Assets, resources and capabilities
• Service portfolio
• Service catalogue and Different view of Service Catalogue
• Governance
• Business case
• Risk management
• Service provider
• Supplier
• Service level agreement
• Operational level agreement
• Underpinning contract
• Service design package
• Availability
• Service knowledge management system
• Configuration item
• Configuration management system
• Definitive media library (DML)
• Change and its types
• Event

• Service strategy: Value creation through services
• Service design: Understand the importance of four P’s for service management, Understand the five major aspects of service design
• Continual service improvement: the continual service improvement approach, Understand the role of measurement for continual service improvement and discuss key concepts ( Relationship between CSF’s and KPI’s, Baselines, Type of Metrics Processes
• The purpose of this module is to help the participant understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts
• Service Strategy (Service portfolio management, Financial management for IT services, Business relationship management)
• Service Design (Service level management, Service catalogue management, Availability management, ISM, Supplier management, Capacity management, IT service continuity management, Design coordination)
• Service Transition (Change management, Release and deployment management, Knowledge management, Service asset and configuration management, Transition planning and support)
• Service Operation (Incident management, Problem management, Event management, Request fulfillment, Access management)
• Continual Service Improvement (The seven-step improvement process) Functions
• Role, objectives and organizational structures
• The technical management function, application management function, IT operations management function, service desk function

• RACI Model
• Process Owner
• Process Manager
• Process Practitioner
• Service Owner

How service automation assists with expediting service management processes