Master the fundamentals of IT service management through this comprehensive foundation course covering ITIL 4 principles, practices, and the service value system. Learn the four dimensions of service management including organizations and people, information and technology, partners and suppliers, and value streams and processes. Explore key ITIL 4 practices such as incident management, problem management, change enablement, and service request management while understanding how to create value through IT services. Discover the ITIL service value chain activities including plan, improve, engage, design and transition, obtain/build, and deliver and support. Gain practical knowledge of the guiding principles that help organizations adopt and adapt ITIL guidance to their specific needs and circumstances. Develop skills in service management terminology, concepts, and the holistic approach to service management that ITIL 4 promotes. Prepare for the ITIL 4 Foundation certification exam while building a solid understanding of how modern IT service management supports digital transformation and business objectives.
Overview
Taught by
Alan Zucker, Bruce Gay, Natalya H. Bah, Willie Morris, Deanne Larson, Sarah Gurwitz, Bascom Destrehan “Dit” Talley, Brian Simms, Henry Gonzalez, Joe Mlakar, and Clarissa J. Corbin
