Upon completion of this course, participants will be able to:

• Understand the concept of a service and value creation in IT.
• Explain the key components of the ITIL Service Value System (SVS).
• Apply the seven ITIL Guiding Principles in decision-making and planning.
• Define the purpose and components of the ITIL practices (processes).
• Describe the four dimensions of Service Management.
• Outline the steps of the Continual Improvement model.
• Identify how ITIL concepts support business outcomes and digital transformation.
• Explain key ITIL terms such as incident, problem, change, and service request.

• IT Support Staff and Service Desk Analysts
• Entry-level IT Professionals and Graduates
• Business Managers who interface with IT departments
• Anyone seeking ITIL Foundation certification
• Change, Incident, and Problem Management practitioners
• IT Consultants and Project Managers

• Scenarios and role-playing for process implementation
• Case studies of real-world ITIL adoption challenges
• Group discussions on best practices and organizational hurdles
• Individual exercises to map service value streams
• Quizzes and practice exams for certification preparation

Unit 1: Service Management Key Concepts

• The definition of value and value co-creation.
• Understanding stakeholders, consumers, and service offerings.
• The relationship between outcomes, costs, and risks.
• Service provision and service consumption models.

• Focus on Value and Start Where You Are.
• Progress Iteratively with Feedback.
• Collaborate and Promote Visibility.
• Think and Work Holistically and Keep It Simple and Practical.

Unit 2: The Four Dimensions of Service Management

• Organizational structures and culture in ITSM.
• Roles, responsibilities, and necessary competencies.
• The importance of leadership and communication.
• Building a culture of continuous improvement.

• The role of information and knowledge management.
• Key architectural considerations for IT services.
• Understanding cloud, security, and data protection concepts.
• Integration and data exchange standards.

• Defining value streams for service delivery.
• The difference between value streams and processes.
• Mapping activities to create, deliver, and support services.
• Process improvement techniques and tools.

Unit 3: The ITIL Service Value System (SVS)

• Introduction to the overall SVS framework.
• Governance and its role in directing the SVS.
• The Service Value Chain (SVC) as an operating model.
• How the guiding principles influence the SVS.
• The role of practices and continual improvement.

• Plan: Understanding the vision, current state, and direction.
• Engage: Stakeholder interaction and demand management.
• Design & Transition: Creating new or changed services.
• Obtain/Build: Ensuring service components are available.
• Deliver & Support: Running services and handling user needs.

Unit 4: ITIL Practices for Service Delivery

• Continual Improvement and Measurement.
• Risk Management and Information Security Management.
• Service Financial Management and Portfolio Management.
• Workforce and Talent Management.

• Change Enablement and Incident Management principles.
• Problem Management and Service Request Management.
• Service Level Management (SLM) and Service Desk operations.
• Release Management and Service Configuration Management.

Unit 5: Continual Improvement and Organizational Change

• What is the vision? and Where are we now?
• Where do we want to be? and How do we get there?
• Take action and Did we get there?
• How do we keep the momentum going?

• Understanding the human side of change.
• Communication strategies for ITSM initiatives.
• Driving adoption of new practices and processes.
• Measuring the success of service improvements.
• Overcoming resistance to change.