Description
ITIL® 4: Agile Service Management in Practice
This 2-day course bridges ITIL® 4 principles with agile ways of working, enabling participants to apply service management practices in fast-paced, adaptive environments. Focused on practical implementation, the course explores how to integrate agility, Lean, and DevOps within the ITIL® 4 framework. Through hands-on exercises and real-world scenarios, participants learn to design, deliver, and improve IT services that meet evolving customer needs and business goals.
21 h / 3 Days
Certification
In person
Objectifs de la formation
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Align ITIL® 4 concepts with agile and DevOps practices
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Improve service delivery speed and adaptability
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Foster collaboration across development and operations
- Apply continuous improvement using iterative approaches
Educational objectives
By the end of the course, participants will be able to:
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Understand key ITIL® 4 components and service value system
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Apply agile practices to service management activities
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Facilitate faster feedback loops and reduce waste
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Promote collaboration across multifunctional teams
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Use ITIL® guiding principles in an agile context
Who is this training course for?
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IT service managers and team leads
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Agile and DevOps practitioners
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ITIL® Foundation certified professionals
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Change managers and process owners
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Anyone responsible for improving service value delivery
Detailed program
Foundations and Agile Integration
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Overview of ITIL® 4 and service value system (SVS)
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Agile, Lean, and DevOps fundamentals
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ITIL® 4 guiding principles in an agile setting
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Practices vs. processes: working iteratively
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Agile roles and team structures in service environments
Practical Application and Optimization
- Visualizing workflows with Kanban for service teams
- Agile backlog and continuous prioritization of service tasks
- Metrics and KPIs: value streams and performance tracking
- Applying continual improvement using sprints
- Case study: transforming a traditional ITSM process to agile
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