Slide 1: Workshop ITIL 4 - Foundation
Workshop ITIL 4 - Foundation ee ogy Bir ninite We I) Your skills. Upgraded.
Slide 2: Objectives
Objectives Introduce the new ITIL4 best practices Ensure a good understanding to the evolution of ITSM Understand the key concepts and standadized vocabulary of Service Management Explain how ITIL4 is embeding other models like Agile, DevOps and Lean Changes in ITIL4 certification roadmap
Slide 3: Course agenda
Course agenda MODULE MODULE MODULE MODULE MODULE 1 2 3 4 5 INTRODUCTION KEY CONCEPTS OF THE FOUR THE THE SERVICE DIMENSIONS OF SERVICE VALUE MANAGEMENT MANAGEMENT SERVICE MNG. SYSTEM PRACTICES • ITIL History • The value co-creation • The holistic aproach • SVS components • General mng. practices • I
Slide 4: The new version of ITIL
The new version of ITIL Represent the latest evolution of the best practices for IT Service Management. Includes guidance principles that can be adopted and adapted for all types of organizations. Describes concepts that can be practically applied to an organization's activities. Focused on creating
Slide 5: Target Audience
Target Audience ▪ Individuals at the start of their journey in Service Management ▪ ITSM Managers and aspiring ITSM Managers ▪ Individuals involved in IT services (planning, designing, development, testing, support) ▪ Existing ITIL qualification holders wishing to update their knowledge
Slide 6: ITIL 4 Certification Roadmap
ITIL 4 Certification Roadmap ITIL Master ITIL Managing ITIL Strategic Professional (MP) Leader (SL) ITIL ITIL ITIL ITIL ITIL ITIL Specialist Specialist Specialist Strategist Strategist Leader Create Drive High Direct, Direct, Direct, Deliver & Stakeholder Velocity Plan & Plan & Plan & Support Value
Slide 7: ITIL 4 Foundation Certification Exam
ITIL 4 Foundation Certification Exam „Closed Book” exam No materials are allowed during the exam Exam duration: 60 minutes Extra 15 minutes allowed for non-native english speakers Number of questions: 40 Every question has four potential answer. Choose and mark only one answer Pass threshold: 26 que
Slide 8: ITIL History
ITIL History Major update of ITIL First act of British Important update for best practices Government to develop ITIL Version 2 is ITIL v3 ITSM best released, introducing framework, with focus a framework of practices in which on value and flexibility, recommendations for IT references for Service a
Slide 9: New management approach
New management aproach Traditional Waterfall approach STAGE 1 STAGE 2 STAGE 3 STAGE 4 Continuous Improvement and Respect for People STAGE 2 STAGE 3 STAGE 4 STAGE 1 Eliminate the waste of time and resources Lean Iterative Development and ITIL 4 Agile Continuous Feedback Adapt to changing needs with s
Slide 10: Transition from classic to modern organisation
Transition from classic to modern organisation Classical organisation based on Silo’s Modern organisation based on skills VS
Slide 11: Check the value
Check the value Performance supported? Fit for purpose OR Constraints removed? Utility Value Available enough? Capacity enough? AND Continuous enough? Fit for use Warranty Secure enough? Value is also influenced by perception
Slide 12: The holistic approach: The four dimensions
The holistic aproach The four dimensions
Slide 13: The Guiding principles
The Guiding principles Focus on Collaborate 1 4 value and promote visibility Start where 2 Think and you are 5 work holistically Progress 3 iteratively 6 Keep it simple with feedback and practical 7 Optimize and automate
Slide 14: ITIL Service Value System (SVS)
ITIL Service Value System (SVS)
Slide 15: Service Value Chain (SVC)
Service Value Chain (SVC) Design & Transition Products & » Services Obtain/Build Deliver & Support Improve ° cm ars ITIL® isa registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. ] Nn PepeGon nnonir et QAMELOS The Swict logo" is a trade mark of AXELOS Limited used under
Slide 16: Management practices
Management practices General Management Practices Service Management Practices Technical Management Practices Continual Improvement IT Asset Management Deployment Management Information Security Management Monitoring & Event Management Infrastructure & Platform Management Relationship Management Rel
Slide 17: Bittnet Training
BITTNET TRAINING Timisoara Boulevard, No. 26, 1st Floor Building “Plaza Romania Offices” District 6, 061331, Bucharest, Romania wok yx (se TES aa) NING SSTRVAWN Yet a | ve ee Ss om 2 (+40 21) 527 16 00 www.bittnet.ro = askformore@bittnet.ro bittnet Your skills. Upgraded.