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Course Details
Price:
$2,200 4 seats left
Start Date:

Tue, Sep 17, 10:00am - Sep 19, 5:00pm (3 sessions)

Next start dates (2)

Location:
Largo
1300 Caraway Ct Ste 200
Btwn McCormick & Arena Drives
Largo, Maryland 20774
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Description
Class Level: All levels
Age Requirements: 18 and older
Average Class Size: 3

What you'll learn in this itil training:

ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps.

This course covers key concepts of service management, the four dimensions of service management, the ITIL service value system, ITIL management practices.

Please note: Certification exams are administered by third party testing companies. Our courses prepare you for the certification exam, which is an additional fee paid to the testing provider. You must contact testing provider to take a certification exam.

Course Outline

1 Introduction
  • 1.1 IT service management in the modern world
  • 1.2 About ITIL 4
  • 1.3 The structure and benefits of the ITIL 4 framework
  • 1.3.1 The ITIL SVS
  • 1.3.2 The four dimensions model
2 Key Concepts of Service Management
  • 2.1 Value and value co-creation
  • 2.1.1 Value co-creation
  • 2.2 Organizations, service providers, service consumers, and other stakeholders
  • 2.2.1 Service providers
  • 2.2.2 Service consumers
  • 2.2.3 Other stakeholders
  • 2.3 Products and services
  • 2.3.1 Configuring resources for value creation
  • 2.3.2 Service offerings
  • 2.4 Service relationships
  • 2.4.1 The service relationship model
  • 2.5 Value: outcomes, costs, and risks
  • 2.5.1 Outcomes
  • 2.5.2 Costs
  • 2.5.3 Risks
  • 2.5.4 Utility and warranty
  • 2.6 Summary
3 The Four Dimensions of Service Management
  • 3.1 Organizations and people
  • 3.2 Organization and technology
  • 3.3 Partners and suppliers
  • 3.4 Value streams and processes
  • 3.4.1 Value streams for service management
  • 3.4.2 Processes
  • 3.5 External factors
  • 3.6 Summary
4 The ITIL Service Value System
  • 4.1 Service value system overview
  • 4.2 Opportunity, demand, and value
  • 4.3 The ITIL guiding principles
  • 4.3.1 Focus on value
  • 4.3.2 Start where you are
  • 4.3.3 Progress iteratively with feedback
  • 4.3.4 Collaborate and promote visibility
  • 4.3.5 Think and work holistically
  • 4.3.6 Keep it simple and practical
  • 4.3.7 Optimize and automate
  • 4.3.8 Principle interaction
  • 4.4 Governance
  • 4.4.1 Governing bodies and governance
  • 4.4.2 Governance in the SVS
  • 4.5 Service value
  • 4.5.1 Plan
  • 4.5.2 Improve
  • 4.5.3 Engage
  • 4.5.4 Design and transition
  • 4.5.5 Obtain/build
  • 4.5.6 Deliver and support
  • 4.6 Continual improvement
  • 4.6.1 Steps of the continual improvement model
  • 4.6.2 Continual improvement and the guiding principles
  • 4.7 Practices
  • 4.8 Summary
5 ITIL Management Practices
  • 5.1 General management practices
  • 5.1.1 Architecture management
  • 5.1.2 Continual improvement
  • 5.1.3 Information security management
  • 5.1.4 Knowledge management
  • 5.1.5 Measurement and reporting
  • 5.1.6 Organizational change management
  • 5.1.7 Portfolio management
  • 5.1.8 Project management
  • 5.1.9 Relationship management
  • 5.1.10 Risk management
  • 5.1.11 Service financial management
  • 5.1.12 Strategy management
  • 5.1.13 Supplier management
  • 5.1.14 Workforce and talent management
  • 5.2 Service management practices
  • 5.2.1 Availability management
  • 5.2.2 Business analysis
  • 5.2.3 Capacity and performance management
  • 5.2.4 Change control
  • 5.2.5 Incident management
  • 5.2.6 IT asset management
  • 5.2.7 Monitoring and event management
  • 5.2.8 Problem management
  • 5.2.9 Release management
  • 5.2.10 Service catalogue management
  • 5.2.11 Service configuration management
  • 5.2.12 Service continuity management
  • 5.2.13 Service design
  • 5.2.14 Service desk
  • 5.2.15 Service level management
  • 5.2.16 Service request management
  • 5.2.17 Service validation and testing
  • 5.3 Technical management practices
  • 5.3.1 Deployment management
  • 5.3.2 Infrastructure and platform management
  • 5.3.3 Software development and management
  • End note: The ITIL Story, one year on
  • Appendix A: Examples of Value Streams
Headsets for free, Guaranteed to Run, Re-Takes for free (Up to 6 months), Interactive Classroom environment.

Registration Note: We can only accept students into our classes whose tuition is being paid by an employer or sponsoring organization. Self-paying individuals cannot enroll.

School Notes:
Important:
Courseware (if a course has a Courseware) will be shipped to the address provided two weeks before the class starts. Make sure that the additional info field is properly and correctly filled out to avoid Courseware being lost in transit. Please also note that P.O. Box addresses are not allowed.


The classes are instructor-led live training you attend in a local classroom or from your home/office. Our instructors teach from a remote location while being able to interact with students as in a traditional classroom setting.

Instructors can view student progress and take control of their PC to provide direct assistance. Students can see the instructor's presentation as well as voice questions directly to the instructor and participate in class discussions.

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Refund Policy
You can cancel or reschedule your registration without penalty or charge provided you give notice of 10 business days (M-F) or more days before the start of my class.

If you request to cancel or reschedule your registration 10 Business Days (M-F) or less days before the class start you will be charged 100% the course fee and will not be entitled to a refund. You have one (1) opportunity to use our Make-Up policy to have those funds applied to a later class date.

You cannot change your class location ten (10) Business days (M-F) or less before the class start because Certified Staffing Solutions has shipped training materials and provisioned resources. Location changes requested prior to that timeframe are subject to availability and may incur an additional charge.

Should Certified Staffing Solutions need to cancel your class due to insufficient enrollment, or postpone it due to events beyond their control, Certified Staffing Solutions will notify you as soon as possible. In such cases, you may reschedule to a future class date at no additional charge or receive a refund for any money on account relating to that registration.

Travel arrangements and costs are the sole responsibility of the student. Certified Staffing Solutions suggests obtaining refundable reservations. Certified Staffing Solutions classes are confirmed approximately 14 days before the start of the class. We cannot guarantee class commitments before that window of time. Certified Staffing Solutions will not be responsible for any cancellation costs incurred, including but not limited to, airline/mass transit tickets, hotel reservations and so on.

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Start Dates (3)
Start Date Time Teacher # Sessions Price
10:00am - 5:00pm Remote Instructor 3 $2,200
This course consists of multiple sessions, view schedule for sessions.
Wed, Sep 18 10:00am - 5:00pm Remote Instructor
Thu, Sep 19 10:00am - 5:00pm Remote Instructor
10:00am - 5:00pm Remote Instructor 3 $2,200
This course consists of multiple sessions, view schedule for sessions.
Tue, Oct 29 10:00am - 5:00pm Remote Instructor
Wed, Oct 30 10:00am - 5:00pm Remote Instructor
10:00am - 5:00pm Remote Instructor 3 $2,200
This course consists of multiple sessions, view schedule for sessions.
Thu, Dec 12 10:00am - 5:00pm Remote Instructor
Fri, Dec 13 10:00am - 5:00pm Remote Instructor

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Certstaffix Training

Certified Staffing Solutions specializes in providing computer training and instructors nationwide. Our instructors are professional trainers and utilize hands-on exercises to reinforce lecture. Each averages more than 5 years delivering classes to business professionals.

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