ITIL 4: IT Service Management
Service value chain, ITIL practices, incident and change management and continual improvement. Give your IT a structure.
- Understand the ITIL 4 framework
- Set up service management
- Manage incidents, problems and changes
- Start continual improvement
- Structure your IT team's incident management to reduce mean time to resolution
- Set up a change management process that reduces production regressions
- Speak the ITIL language with your clients, auditors or leadership: instant credibility
- Build an IT service catalogue that the business can understand, not just technicians
The programme
Day 1 - Foundations
- Key concepts and service value
- The four dimensions
- Service value system
- Workshop: mapping
Day 2 - Practices
- Incident and problem management
- Change management
- Service desk
- Workshop: process
Day 3 - Improvement
- Measurement and indicators
- Continual improvement
- Implementation in the organisation
- Workshop: action plan
Who is this for
IT managers, project managers and support teams.
Prerequisites
- Experience in an IT environment (an advantage)
Format
Frequently asked questions
Is the course eligible for OPCO or CPF funding?
No. Sphinx-Digital is not Qualiopi certified and is not listed on Mon Compte Formation. The course is invoiced directly to the company or the individual, with no external funding.
What is the difference between the public (inter-company) and in-company formats?
In the public format, you join a session with participants from other companies (3 to 10 people). In-company, we run a session dedicated to your team, on your site or remotely, with content adapted to your context. In-company pricing is available on quote.
Remote or on-site: what are the practical differences?
Content and labs are identical. Remotely, labs run on cloud environments accessible from a browser, with nothing to install. On-site, you provide the workstations; labs can run in the cloud or locally depending on your infrastructure.
How many participants per session?
3 to 10 participants at most. This deliberate limit ensures everyone can ask questions, adapt the exercises to their context and get a detailed answer.
What is the evening format?
The evening format spreads the same course over 4 sessions of 3.5 hours (14 hours in total), in the evening from 6:30 pm to 10:00 pm. Same content, same labs, same price, so you can build skills without taking days off.
How does payment work?
Courses are invoiced on quote, by bank transfer. Payment in instalments is possible. We issue a training agreement for companies that want their training department to cover the cost.
Interested in this course?
Join the next session or request a tailored in-company session.
What participants say
Not sure this course fits your context?
A 20-minute call to take stock before you enrol, with no sales pitch.