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Schedule

Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.
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Pre-04: ITIL Foundation

Greg Sanker  (Principle, ITSMTransition)

Location: Grand Caribbean 4

Date: Tuesday, November 19

Time: 8:00 am - 3:45 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass

Session Type: Training

Vault Recording: TBD

ITIL 4 is built on the established core of best practice in the ITIL guidance. It provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. The course includes a case study that will help participants understand and experience the ITIL guiding principles, service value, and practices through real-world challenges and opportunities.

At the end of this course, participants will be able to:

  • Understand the key concepts of ITIL service management and continual improvement.
  • Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.