Online Course in ICT Services Management with ITIL 4 Certification

Add value to the company through ICT solutions that properly combine People, Processes and Technology, and become certified in the ITIL 4 Foundation.

Nid: 20402

Chapter 1. Reference frameworks for ICT services management

  • Best practices in ICT service management
  • Applicable methodologies in ICT service management
  • Standards for the ICT services management

Chapter 2. Definition of value and service

  • Role of the ICT unit in ICT management
  • What are the services?
  • What does it mean to manage ICT services?
  • The importance of a good management of ICT services
  • The value of service management in the company

Chapter 3. Organizational structures

  • Features
  • Departmental structures
  • Processes
  • The service life cycle

Chapter 4. Service management through ITIL

  • The new model proposed by ITIL. Comparative analysis
  • Relation with DevOps, Agile and Lean
  • The guiding principles
  • The service value system
  • The service value chain

Chapter 5. Service management through ITIL

  • Presentation of some significant practices of the ITIL model

Chapter 6. The transformation projects

  • The role of the manager / person in charge of the services and other key agents
  • Common conflicts of service provision, expectations management and communication
  • Key documentation (internal / for the client - of processes, services, etc.)
  • Key aspects in the daily life of ICT services

Chapter 7. ITIL 4 Foundation Certification