(Information Technology Infrastructure Library)

The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. The ITIL v4 is the latest version and the ITIL V4 training and certification course will focus on the fast-paced and complex scenarios and provide detailed knowledge on managing the information technology in the modern service economy. The ITIL 4 will also focus on the formation of an end-to-end IT/Digital Operating Model, covering the full delivery (and sustaining) of tech-enabled products and services. 

  • Type

    Online

  • Date

    1st-3rd September 2025

  • Price

    Rs 55,000

Content
Module 1: Course Introduction
  • Let’s Get to Know Each Other
  • Course Overview
  • Course Learning Objectives
  • Course Structure
  • Course Agenda
  • Introduction to IT Service Management in the Modern World
  • Introduction to ITIL 4
  • Structure and Benefits of ITIL 4
  • Case Study: Axle Car Hire
  • Case Study: The CIO’s Vision for Axle
  • Exam Details
Module 2: Service Management: Key Concepts
  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Value and Value Co-Creation
  • Value: Services, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs and Risks
  • Module Summary
Module 3: The Guiding Principles
  • Intent and Context
  • Identifying Guiding Principles
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Topics Covered
  • The Seven Guiding Principles
  • Applying the Guiding Principles
  • Module Summary
Module 4: The Four Dimensions of Service Management
  • Intent and Context
  • The Four Dimensions
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Topics Covered
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and the Pestle Model
  • Module Summary
Module 5: Service Value System
  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Topics Covered
  • Overview of Service Value System
  • Overview of the Service Value Chain
  • Module Summary
Module 6: Continual Improvement
  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Topics Covered
  • Introduction to Continual Improvement
  • The Continual Improvement Model
  • Relationship Between Continual Improvement and Guiding Principles
  • Module Summary
Module 7: Overview of ITIL Practices
  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Topics Covered
  • Purpose of ITIL Practices
  • The Continual Improvement Practice
  • The Change Control Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practice
  • Module Summary
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