What you'll learn:
- A comprehensive understanding of the ITIL 4 Four Dimensions of Service Management
- A comprehensive understanding of the ITIL 4 Service Value System (SVS)
- An understanding of PESTLE and its relationship with the ITIL 4 Four Dimensions of Service Management
- Improvement opportunities related to IT Service Management (ITSM) in the workplace
- The demands placed on IT Service Management (ITSM) in today's modern business world
- How the business perceive cost to value in the context of IT
- Organisational structures and organisational culture
- Customer journey mapping
- Supervised and Unsupervised AI Machine Learning (ML)
Previously titled “ITIL 4 Introduction”, now retitled “ITIL® 4 and ITSM in the Workplace.” This rebranded and updated version not only provides a clearer overview of the ITIL 4 framework complete with analogies for enhanced understanding but also covers IT service management (ITSM) topics relevant to the workplace. The aim is to apply practical workplace scenarios and identify areas for improvement.
Comprising of a number of short MP4-video sessions which feature voice-over by myself, Trevor Wilson, an accredited Axelos/PeopleCert ITIL instructor certified at ITIL 4 Master Level not to mention, promoting previous ITILcertifications (ITIL 3 Expert, and ITIL 2 Service Manager).
It is said that, if you cannot define something then you cannot control it, and if you cannot control something then you cannot measure it, and if you cannot measure something then you are not managing. This course promotes the need to define things in the workplace, in other words making things visible, and in turn once made visible, recognising opportunities for improvement that are seen as valuable by the business. The four perspectives supporting this (as described in the ITIL4 framework) comprise of, i)Organisations and People, ii) Information and Technology, iii) Partners and Suppliers and, iv) Value Streams and Processes.
