Fundamentals of IT service management according to ITIL 4.0 - course RUB 28,990. from Specialist, training, Date: December 2, 2023.

Leading teacher of the Center, head of the direction “Innovative teaching technologies”. Doctor of Technical Sciences majoring in “System analysis in information systems”. Holder of prestigious statuses PfMP(®),PgMP®,PMP®, ITIL® Expert, ITIL 4.0. Managing professional, Strategic Leader, DASA certified Product owner, accredited trainer PMP® And ITIL®, certified online training instructor PMP®,ITIL 4.0 And DASA.

Professional of the highest level, certified trainer. Total work experience more than 14 years. Completed more than 10 specialized trainings. Constantly improves his skills.
Worked with large projects, including:
Managed IT teams of more than 30 people, implemented ServiceDesk and effective KPIs in 14 organizations, transferred projects from a monolith to a microservice architecture.
The main focus in classes is on practical consolidation of educational material. Ivan Aleksandrovich loves to involve people in the process and discover a new world through his experience. Has leadership qualities and can lead. Actively offers assistance in solving user and business problems.

Teacher of IT management courses with over 20 years of experience in this field. He loves teaching because he enjoys working with people, revealing their strengths, and pays great attention to teamwork.
Sergey Lvovich is a graduate of the Faculty of Aircraft Radio Electronics of the Moscow Aviation Institute. He began working in the field of creating analog-digital information processing systems, holding positions from a computer maintenance engineer to a user support center specialist. He has undergone additional training in the field of ITIL, has certificates in the basics of ITIL v.4 and ITIL Expert (EXIN) in ITIL v.3.
Implemented automation of IT service management processes at HP, also worked in the field of analytics and big data processing. Several years ago, as part of a federal project, I worked on the implementation of an operations management system (EMS) as a system architect.
I am familiar with the peculiarities of IT work in such a branched and complex industry as oil and gas, participated in project to develop and automate IT architecture management processes in a federal company level.
In 2018, he took part in the organizing committee of the project to release the updated Russian standard for IT asset management (ITAM).
Currently engaged in the development and description of detailed processes, development of programs and methods for system testing, and debugging of test scenarios.
Author of about 10 publications in specialized computer press. It has its own developments: a robotic automatic system for watering indoor plants and a talking scanner.
Listeners note that Sergei Lvovich always achieves a complete understanding of the course, gives many examples from his own practice, and never leaves questions unanswered.

Module 1. The concept of IT management as a service (2 ac. h.)

-The concept of IT services. System - product - service
-Co-creation of value between the service provider and customer
-Interaction within the framework of service provision
-Outputs, costs and risks

Module 2. Guidelines for the provision of IT services (2 ac. h.)

-Focus on value
-Start from the current state
-Work iteratively, receiving feedback
-Interact and provide greater transparency (visibility)
-Think and act taking into account all elements of the system (holistically)
-Keep the services created simple and practical
-Optimize and automate

Module 3. Creating and delivering value through IT services. The concept of continuous improvement (4 ac. h.)

-Service value creation system
-Value chain
-Continuous Improvement (CSI)

Module 4. Management practices ITIL® 4.0 (processes) (12 ac. h.)

-ITIL® Management Practice Groups
-Incident management
-Problem management
-Change management
-Manage service requests
-Organization of work of the Service desk
-Service level management
-Information security management
-Relationship management
-Management of contractors
-Monitoring and event management
-Release management
-Configuration management
-Deployment management
-Continuous improvements
-Availability management
-Capacity and performance management
-IT asset management
-Continuity management

Module 5. 4 dimensions (domains) of service management, ensuring the provision and improvement of services (3 ac. h.)

-Organizations and people
-Information and technology
-Value flows and processes
-Partners and contractors
-The role of “measurement” in continuous improvement processes and value creation

Module 6. ITIL® 4.0 Certification Scheme. Procedure for preparing and passing the Foundation exam (1st ac. h.)

-ITIL® 4.0 certification scheme
-The procedure for preparing and passing the Foundation level exam.

Module 7. Additional materials

-ITIL Dictionary of Terms and Abbreviations (in Russian)
-Hierarchy of documents when using ITSM to manage IT infrastructure
-Interoperability Level Agreement (OLA)
-Service desk org structure
-Service catalog
-Service Level Agreement (SLA)