Course Overview:
This course introduces students to the globally recognized framework for IT service management (ITSM). This course provides foundational knowledge and practical skills for adopting ITIL best practices to plan, deliver, and improve IT services that create value for customers. Learners will explore the ITIL framework, guiding principles, Service Value System, and key management practices to effectively support IT service delivery in any organization.
Key Skills You’ll Gain:
- Define ITIL and its key concepts and components
- Describe the ITIL Service Value System (SVS) and Service Value Chain
- Apply the ITIL guiding principles to improve service management processes
- Identify and analyze key ITIL management practices, including incident, problem, and change management
- Understand general, service, and technical management practices within ITIL v4
