Introduction:

This program is designed to prepare participants for the certification exam only.

Information Technology Infrastructure Library (ITIL V4) defines a structured framework for managing IT services through standardized models, value systems, and operational governance. It supports the alignment of IT functions with institutional goals by establishing service management structures that guide design, delivery, and improvement. This training program presents the foundational components, service value architecture, guiding principles, and operational practices of ITIL V4.

Program Objectives:

By the end of this program, participants will be able to:

Classify the foundational components of the ITIL V4 framework and its evolution.
Identify the institutional relevance of ITIL V4 guiding principles in service management.
Analyze the structural role of the service value chain and value stream configurations.
Evaluate the structure and governance role of ITIL V4 practices within service models.
Prepare for the certification exam.

Targeted Audience:

IT Service Managers and IT Professionals.
IT Consultants and Advisors.
Project Managers.
IT Operations and Support Staff.

Program Outline:

Unit 1:

Introduction to ITIL V4:

Evolution of the ITIL framework and key milestones in V4.
Core concepts and standardized principles shaping ITIL V4.
Components of the Service Value System (SVS) in ITIL V4.
Institutional structure of the ITIL service value chain.
Role of ITIL V4 in supporting digital transformation models.

Unit 2:

ITIL V4 Guiding Principles:

The seven core guiding principles defined in ITIL V4.
Strategic relevance of principles in IT service governance.
Institutional application of principles to service design and operations.
Models for decision-making supported by ITIL V4 principles.
Alignment between guiding principles and organizational culture.

Unit 3:

ITIL V4 Service Value Chain:

Structural components of the ITIL service value chain.
Relationships between key activities within the value chain.
Institutional role of value stream mapping in service coordination.
Frameworks for designing and managing value streams.
Integration of the value chain into broader service delivery structures.

Unit 4:

ITIL V4 Practices:

Purpose and categorization of ITIL V4 service management practices.
Structural role of practices such as Incident Management, Problem Management, Change Control, and Service Desk.
Institutional models for aligning practices with service delivery systems.
Criteria and methods for evaluating practice performance.
Overview on structured improvement processes through governance of practice models.

Unit 5:

Exam ppreparation:

Overview of the exam structure and content domains.
Reviewing key topics and concepts covered in the exam.
Sample exam questions and their potential answers.
Resources and materials for further study.

Note: This program is designed to prepare participants for the certification exam only.

Information Technology Infrastructure Library ITIL V4