ITIL4_Foundation Training Course Presentation

1. ITIL4 FOUNDATION TRAINING MATERIALS MORE THAN 270 SLIDE

2. TABLE OF CONTENTS Course Overview > TABLE OF CONTENTS

3. ABOUT THE COURSE INTRODUCTION > ABOUT THE COURSE

4. EXAMFUNDAMENTALS INTRODUCTION > EXAM FUNDAMENTALS • 60 minutes • Candidates taking the exam in a language that is not in their native or working language may be awarded 25% extra time, i.e. 75 minutes in total • 40 questions, each question is worth 1 mark • ‘standard’ • ‘missing word’ • ‘list’ (2 correct items) • Very rarely, ‘negative’ (“what is NOT…”) • Pass mark: 65% or higher (26 marks or above) • levels 1 and 2 • 9 questions at Level 1 (Recall) = 22.5% • 31 questions at Level 2 (Understand, Describe, Explain) = 77.5%

5. 4th Industrial Revolution Introduction > 4thIndustrial Revolution

6. SECTION 2: SERVICE MANAGMENET

7. SERVICE MANAGMENET SERVICE MANAGMENET

8. VALUE SERVICE MANAGEMENT > VALUE Value: The perceived benefits, usefulness, and importance of something • Value is based on the recipient’s perception. • The recipient determines the perceived value.

9. SERVICE OFFERINGS SERVICE MANAGEMENT > SERVICES AND PRODUCTS • Service Offering: A description of one or more services designed to address the needs of a target consumer group. • Service offering can include goods, access to resources, and service actions.

10. Service Relationships Service Management > Service Relationships

11. OUTCOMES SERVICE MANAGEMENT > OUTCOMES Outcome: A result for a stakeholder, enabled by one or more outputs. VALUE

12. RISKS SERVICE MANAGEMENT > RISKS

13. RISKS SERVICE MANAGEMENT > RISKS What shall we do to reduce risks or remove:

14. EXERCISE – ITIL BENEFITS SERVICE MANAGEMENT > EXERCISE List 10 ways in which ITIL will help your Organization. • Think about problem you have currently in your work – such as poor communications

15. SECTION 3: FOUR DIMENSIONS OF SERVICE MANAGEMENT

16. FOUR DIMENSIONS OF SERVICE MANAGEMENT FOUR DIMENSIONS OF SERVICE MANAGEMENT

17. ORGANIZATIONS & PEOPLE FOUR DIMENSIONS OF SERVICE MANAGEMENT > ORGANIZATIONS & PEOPLE

18. VALUE STREAMS & PROCESSES FOUR DIMENSIONS OF SERVICE MANAGEMENT > VALUE STREAMS & PROCESSES Process: A set of interrelated or interacting activities that transforms inputs into outputs. • A well-defined process can improve productivity, be optimized and then become automated.

19. VALUE STREAMS & PROCESSES FOUR DIMENSIONS OF SERVICE MANAGEMENT > VALUE STREAMS & PROCESSES

20. PESTLE FOUR DIMENSIONS OF SERVICE MANAGEMENT > PESTLE • P – Political • E – Economic • S – Social • T – Technological • L – Legal • E– Environmental • PESTLE model describes factors that constrain or influence how a service provider can operate.

21. PESTLE FOUR DIMENSIONS OF SERVICE MANAGEMENT > PESTLE

22. FOUR DIMENSIONS OF SERVICE MGMT. FOUR DIMENSIONS OF SERVICE MANAGEMENT > FOUR DIMENSIONS OF SERVICE MGMT.

23. EXERCISE FOUR DIMENSIONS OF SERVICE MANAGEMENT > EXERCISE Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services? • Organizations and people • Information and technology • Partners and suppliers • Value streams and processes

24. SECTION 4: SERVICE VALUE SYSTEM

25. SERVICE VALUE SYSTEM SERVICE VALUE SYSTEM

26. OPTIMIZE & AUTOMATE GUIDING PRINCIPLES > OPTIMIZE AND AUTOMATE

27. EXERCISE GUIDING PRINCIPLES >  EXERCISE Which describes the nature of the guiding principles? • A guiding principle can guide an organization in all circumstances • Each guiding principles mandates specific actions and decisions • An organization will select one of the principles to adopt. • Guiding principles describe the processes that all organizations must adopt

28. SECTION 6: SERVICE VALUE CHAIN

29. SERVICE VALUE CHAIN

30. SERVICE VALUE CHAIN SERVICE VALUE CHAIN

31. IMPROVE SERVICE VALUE CHAIN > IMPROVE Improve: Ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.

32. ENGAGE SERVICE VALUE CHAIN > ENGAGE Engage: Provides a good understanding of stakeholder needs, continual engagement, and transparency, and maintains good relationships with all stakeholders.

33. DESIGN & TRANSITION SERVICE VALUE CHAIN > DESIGN & TRANSITION

34. OBTAIN/BUILD SERVICE VALUE CHAIN > OBTAIN/BUILD Obtain/Build: To ensure that service components are available when and where they are needed, and that they meet agreed specifications.

35. SECTION 7: CONT`INUAL IMPROVEMENT

36. CONTINUAL IMPROVEMENT CONTINUAL IMPROVEMENT Continual Improvement: Aligning an organization’s practices and services with changing business needs, through the ongoing assessment and improvement of each element involved in the management of products and services. 

37. CONTINUAL IMPROVEMENT CONTINUAL IMPROVEMENT

38. ITIL 4 PRACTICES INTRODUCTION

39. CATEGORIES OF PRACTICES ITIL 4 PRACTICES INTRODUCTION > CATEGORIES OF PRACTICES

40. WHAT IS A PRACTICES? ITIL 4 PRACTICES INTRODUCTION > CATEGORIES OF PRACTICES

41. SECTION 8: GENERAL MANAGEMENT PRACTICES

42. GENERAL MANAGEMENT PRACTICES GENERAL MANAGEMENT PRACTICES

43. CONTINUAL IMPROVEMENT GENERAL MANAGEMENT PRACTICES > CONTINUAL IMPROVEMENT Continual Improvement: Aligns the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.

44. CONTINUAL IMPROVEMENT GENERAL MANAGEMENT PRACTICES

45. RELATIONSHIP MANAGEMENT GENERAL MANAGEMENT PRACTICES > RELATIONSHIP MANAGEMENT Establishing the relationship with all the stakeholders at all levels, right from strategic to tactical levels.  This includes the customer, supplier, partner, and functions within the organization.

46. ORGANIZATIONAL CHANGE MANAGEMENT GENERAL MANAGEMENT PRACTICES > ORGANIZATIONAL CHANGE MANAGEMENT Organizational Change Management: To ensure managing the human aspects of an organization while introducing, managing, modifying a service or a product. This needs an effective change management (for required transformation) of organization to achieve the lasting benefits through smooth and successful implementation of changes. IT IS NOT COVERED IN THE ITIL 4 EXAM

47. SECTION 9: SERVICE MANAGEMENT PRACTICES

48. SERVICE MANAGEMENT PRACTICES SERVICE MANAGEMENT PRACTICES SERVICE MANAGEMENT PRACTICES:

49. CHANGE CONTROL SERVICE MANAGEMENT PRACTICES > CHANGE CONTROL

50. INCIDENT MANAGEMENT SERVICE MANAGEMENT PRACTICES > INCIDENT MANAGEMENT Incident: the unplanned interruption to a service or degradation of the service performance or quality.