ITIL® (IT Infrastructure Library) is the industry best practice for IT Service Management. It has been in place since the mid-80’s to provide guidance to IT organizations on how to manage IT services throughout their lifecycle to continually deliver value to clients.
With the release of ITIL® 4, the global service management best practice has evolved to incorporate all the best practices from previous versions, and has expanded on this body of knowledge by providing a practical and flexible approach to support organizations on their journey to the new world of digital transformation.
This latest version of ITIL® provides an end-to-end operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy. This revision also integrates concepts from other industry best practices such as Lean, Agile and DevOps.
Audience: Of interest to anyone in IT or Business who wants a high-level introduction to the new ITIL® 4 best practice, as well as people who already have ITIL® knowledge and want to understand what’s changed with this new release.
• The challenges of today’s current IT reality
• What is the ITIL® best practice
• The history of ITIL® and why this best practice needed to change
• How IT Service Management applies in our modern world
• Indicators of mature service organizations, from both IT and business perspectives
• How ITIL® 4 complements other popular IT best practices, such as Lean, DevOps and Agile
• The key elements of ITIL® 4, including:
o The Service Value System
o The Service Value Chain
o The 4 Dimensions of Service Management
o The Guiding Principles
o The Management Practices
• Main differences between ITIL® v3/2011 and ITIL® 4
• The new ITIL® 4 certifications and how best to transition to the new version