ITIL 4 - Introduction to Key Concepts

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Күн бұрын

In this webinar, we will provide an overview of the key concepts of the ITIL 4 Framework. We will discuss the major differences between ITIL V3 and ITIL 4, and provide an overview of the ‘new’ concepts that have been added to the new version:
1) the key concepts of creating value with services;
2) the ITIL 4 Service Value System (SVS)
3) the four dimensions of Service Management
4) the ITIL 4 guiding principles
The webinar will end with a Q&A session, where participants can ask questions about ITIL concepts, the new examination and certification scheme, or any other questions related to Service Management.
If you are interested in IT Service Management and have peaked a curiosity for learning more about the new ITIL 4 Framework, this webinar is the perfect opportunity for you.
Note that this is a FREE webinar - you don’t have to pay for anything - join for a free educational experience!
0:00 Introduction
0:36 House Rules
2:11 Agenda: Key Concepts of ITIL 4
3:41 What is Service Management?
5:38 A Summary of Service Management
7:17 So Where Does ITIL Fit In?
8:58 ITIL Through The Decades
10:38 ITIL V3 vs ITIL 4-What Has Changed?
12:49 Purpose Of A Service Value System
14:48 Service Value System And Service Value Chain
16:45 The Five Components Of The Service Value System
20:56 The Service Value Chain and ITIL Practices
22:22 Introduction to the Four Dimensions
26:00 The 4 Dimensions
27:10 The ITIL4 Certification Scheme
30:27 Webinar Summary - What Did We Learn Today?
31:49 Resources & Downloads
33:19 Upcoming Training Courses
34:29 Questions and Answers
#itil4 #servicemanagement #itsm

Пікірлер: 15

@JimmySciTech Жыл бұрын

Thank you for the concise yet precise presentitation. This is pretty much the best version of ITIL 4 foundation course foundon KZfaq.

@Cybiant Жыл бұрын

Thanks for the comment. Happy to hear you liked the explanation!

@tamlandipper29 2 жыл бұрын

The only video I've found so far that takes the time to put ITIL in context. First class.

@Cybiant 2 жыл бұрын

Thanks Tamlan. Very happy to hear you find the video useful.

@byhiu Жыл бұрын

Oh I see, between v3 and v4, it turns out to be different, process and value, thanks

@Cybiant Жыл бұрын

Yes, completely different setup and structure of the framework.

@michelruiz2930 Жыл бұрын

Hi guys, Good morning, I hope you are well... I have a question about Incident Management; If an incident must be validated by two or more resolution analysts or two or more areas are involved, it is okay to implement tasks or task flows so that the characters involved in the solution can register their participation. Based on the complexity of the incident, it can broken down into sub-activities or tasks. Tasks are typically created when an incident resolution requires the contribution of multiple technicians from various departments.

@Cybiant Жыл бұрын

Hi Michel, happy to help with this question. There are two ways to resolve this. The first ways is indeed to assign multiple 'task' to different people, based on their functional knowledge. If you choose this option, make sure that both incidents are linked to the same incident record. The alternative option is to create two sub-incidents (linked to the same incident record). This frequently happens if incidents are logged by different people. Most ITSM tools support the linking of different incidents (or at least they should...) Hope this answer helps.😀

@BlipITcom Жыл бұрын

Slides are very fuzzy and unreadable on my latop screen.

@Cybiant Жыл бұрын

That is strange. We can always send you a copy of the slide deck upon request. Please contact us if you are interested.

@johnweel2261 Жыл бұрын

Try changing the resolution of the video to 720p instead of Auto. Click on "Settings" then go to "Quality" and select "720p" resolution and give it a try again.