ITIL V4 - Foundation (Ao Vivo - Gold)

Carga Horária: 20

Pré requisito

Para o melhor aproveitamento do Curso de ITIL - Foundation V4 é recomendável ter conhecimentos

básicos em TI.

Objetivo

O Curso de ITIL® v4 - Foundation apresenta técnicas modernas de gestão de serviços em TI, promovendo
a a linguagem comum e os conceitos chaves do framework, mostrando ainda como as orientações do ITIL
4 podem otimizar o trabalho na organização.<br><br>

Diferenciando-se da sua versão anterior, o ITIL V4 não foca apenas em TI, mas oferece um conjunto de
práticas voltadas para a geração de valor agregado ao cliente, considerando tanto nível técnico quanto de
negócios. O Curso de ITIL V4 ainda te prepara para a Certificação PeopleCert ITIL® V4 - Foundation.

CHAPTER 1 - UNDERSTAND THE KEY CONCEPTS OF SERVICE MANAGEMENT

1.1 IntroductionITIL historyRelated partiesITIL 4 qualification schemeIT service management in the

modern worldService and product definitionUtility and warrantyService consumersService
managementExercises1.2 Key Concepts of Service ManagementIntroductionService managementValue
and value co-creationOrganizationService providersOther stakeholdersValue: outcomes, costs and
risksOutcomesCostsRisksExercises1.3 Key Concepts of Service RelationshipsService offeringsSevice
relationshipsThe service relationship modelExercises

CHAPTER 2 - UNDERSTAND HOW THE ITIL GUIDING PRINCIPLES CAN HELP AN

ORGANIZATION ADOPT AND ADAPT SERVICE MANAGEMENT

2.1 The Nature, Use and Interaction of the Guiding Principle The ITIL guiding principlesExercises2.2 The
Use of the Guiding Principles2.2.1 Focus on valueFocus on valueFocus on value ? applying the
principle2.2.2 Start where you areStart where you are ? applying the principle2.2.3 Progress iteratively
with feedbackProgress iteratively with feedback ? applying the principle2.2.4 Collaborate and promote
visibilityCollaborate and promote visibility ? applying the principle2.2.5 Think and work holisticallyThink
and work holistically ? applying the principle2.2.6 Keep it simple and practical2.2.7 Optimize and
automateExercisesDay 1 catch-up

CHAPTER 3 - UNDERSTAND THE FOUR DIMENSIONS OF SERVICE MANAGEMENT

3.1 The four dimensions of service managementOrganizations and peopleInformation &

technologyPartners and suppliersValue streams and processesValue streams for service
managementProcessesExercises

CHAPTER 4 - UNDERSTAND THE PURPOSE AND COMPONENTS OF THE ITIL SERVICE

VALUE SYSTEM

4.1 The ITIL service value systemService value system (SVS) overviewExercises

CHAPTER 5 - UNDERSTAND THE ACTIVITIES OF THE SERVICE VALUE CHAIN, AND HOW
THEY INTERCONNECT

5.1 The interconnected nature of the service value chain and how this supports value streamsService
value chainService value chain ? PlanService value chain ? ImproveService value chain ?
EngageService value chain ? Design and transitionService value chain ? Obtain/buildService value chain
? Deliver and supportExercises

CHAPTER 6 - THE PURPOSE AND KEY TERMS OF ITIL PRACTICES

6.1 Information security managementExercises6.2 Relationship managementExercises6.3 Supplier

management Relationship management Exercises6.4 Availability management Exercises6.5 Capacity
and performance management ExercisesDay 2 catch-up6.6 IT asset managementExercises6.7 Service
continuity management Exercises6.8 Monitoring and event managementExercises6.9 Release
managementExercises6.10 Service configuration managementExercises6.11 Deployment management
Exercises6.12 Continual improvement Exercises6.13 Change controlExercises6.14 Incident
managementExercises6.15 Problem managementExercises6.16 Service request
managementExercises6.17 Service deskExercises6.18 Service level managementExercisesDay 3
catch-up