• • History and evolution of ITIL®
  • Importance of ITIL® in modern IT organizations

  2.      Understanding IT Service Management (ITSM)

  • Definition of IT services
  • Key concepts: service, value, stakeholders

  3.      Benefits of ITIL® for freshers

  Career prospects and certification value

Module 3: The ITIL® 4 Service Value System (SVS)

1. Overview of the Service Value System (SVS)
o Purpose and components of SVS
o How organizations use SVS to deliver services
2. The Four Dimensions of Service Management
o Organizations and people
o Information and technology
o Partners and suppliers
o Value streams and processes

Module 4: The ITIL® 4 Guiding Principles

1. Introduction to the Seven Guiding Principles
o Focus on value
o Start where you are
o Progress iteratively with feedback
o Collaborate and promote visibility
o Think and work holistically
o Keep it simple and practical
o Optimize and automate
2. Practical Examples
o Real-life scenarios demonstrating the principles

Module 5: The ITIL® 4 Service Value Chain

1. Understanding the Six Value Chain Activities
o Plan
o Improve
o Engage
o Design & Transition
o Obtain/Build
o Deliver & Support
2. How the Value Chain Creates Value
o Interaction between activities to provide effective service delivery

Module 6: ITIL® 4 Management Practices

1. General Management Practices
o Continual improvement
o Information security management
2. Service Management Practices
o Incident management
o Problem management
o Change control
o Service desk management
o Service level management
o Service request management
3. Technical Management Practices
o Monitoring and event management
o Deployment management

Module 7: ITIL® 4 in Action

1. Case Studies and Real-World Examples
o How organizations apply ITIL® in real-life situations
2. Interactive Role Play
o Problem-solving and service delivery using ITIL® 4 principles