Okasha Academy

Know Your Instructor

Dr. Amr Okasha
• Digital Transformation Consultant
• Doctorate of Business Administration from
Swiss Business School.
• Bachelor Degree in Computer Science
from Cairo university.
• ITILv4 MP.
• PMP
• Best-selling Author on Amazon.com

Contacts:
Phone: +965-94166718
Website: www.DrAmrOkasha.com
Business Email: [email protected]
Personal Email: [email protected]
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My Books Available on Amazon.com

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Course Timing

• Duration
Starts on 17th of Aug to 19th of May
from 6:00 PM to 9:00 PM EGY time
from 7:00 PM to 10:00 PM KSA time

Breaks
1 break for 15 mins at 8:30 PM and Back 8:45 PM

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Course Contract

1- Questions Allowed through chat

2- Video and Audio should be closed for all
students.
3- General questions will be after the training
session for 30 mins

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ITIL® 4 Course Overview

• Module 1 : ITIL Overview

- Introduction to ITIL
- Key Concepts of ITIL

• Module 2 : The ITIL Framework

- The four dimensions of service management
- The ITIL service value system

• Module 3 : The ITIL Guiding Principles

-The Seven guiding principles

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Slide material based on AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
ITIL® 4 Overview

• Module 4 : ITIL Service Value System

- Governance - The service value chain
- Continual improvement

• Module 5 : The ITIL Practices

- General Management Practices
- Service Management Practices
- Technical Management Practices
The key ITIL Practices
-Continual Improvement - Service Level Management
- Change Control,…etc

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Slide material based on AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 ITIL® 4 Overview

• Module 6 : Other ITIL Practices

-Relationship Management
- Information Security Management
- Supplier Management,…etc

• Module 7 : ITIL Review

- Warehouse case study (how ITIL practices work together)
- Practice real exam questions

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Slide material based on AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Module 1 : ITIL Overview

• Introduction to ITIL
• Key Concepts of ITIL

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What is ITIL?
ITIL is best practice guidance for IT service
management.

Brief history of ITIL:

• Began in England in the late 1980s.
• In 1997, ITIL books were condensed to seven books.
• In 2007, version 3 was released as five core books, updated in 2011.
• In 2019, version 4 was released, and this what we will study.

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Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
Why use ITIL ?

• Designed around providing value to the business

• Aligned to ISO/IEC 20000 & other best practices
• Recognising that IT is a Strategic Business Unit
• Guidance on tool selection
• Industry and topic specific guidance
• Non proprietary/Non-Prescriptive
• Integrated process maps
Complementary Guidance and Frameworks to
ITIL

• COBIT : Control Objectives for information and related technologies

• ISO/IEC 20000
• ISO/IEC 15504
• ISO/IEC 19700:2006
• Management of Risk (MoR)
• MOF : Microsoft Operation Framework
• Project Management (PMI)
• Six Sigma
• CMMI : Capability Maturity Model Integration
• ITIL Live
Organizations Involved in Maintaining ITIL

Organization Role
itSMF The IT Service Management Forum (itSMF) is a global non-profit
organization that supports IT service management, particularly through
publications in the ITSM Library series.
AXELOS AXELOS is the organization responsible for developing and managing a
portfolio of best practice methodologies, including ITIL. AXELOS is
responsible for defining the ITIL exams, qualification schemes, and
certification systems; publishing the core ITIL books, an ITIL 4
Foundation reference publication, and associated syllabi; and
accrediting the Examination Institutes.
PEOPLECERT The official Examination Institute (EI); and as of January 1, 2018, the
only organization that is accredited by AXELOS for the delivery of the
ITIL exams.

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Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 ITIL 4 Certification Scheme

ITIL® Master

Managing Professional ITIL® Strategic

(MP) Transition ITIL® Managing Professional (MP)
Leader (SL)
ITIL® ITIL®
ITIL® ITIL® ITIL® ITIL®
Strategis Leader
Specialist Specialist Specialist Strategist
t
Digital
Create, Drive High Direct,
Direct, &
Deliver & Stakehold Velocity Plan &
Plan & IT
Support er Value IT Improve
Improve Strategy

ITIL® Foundation

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Based on AXELOS ITIL® material. Reproduced under license from AXELOS Limited. All rights
reserved.
 ITIL Today
• Services drive value.
• For service providers
• For customers
• Organizations are changing.
• Need for speed
• Need for cross-functional collaboration
• Digital transformation is creating new business models.
• ITIL 4 reflects updates to best practices to support:
• Customer experience
• Value streams
• New ways of working
• Agile
• Lean
• DevOps

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Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Benefits of ITIL
• Offers industry-proven best practices to IT service management.
• Updated to reflect newly emerging practices.
• Reflects business needs to:
• Balance agility and stability.
• Create new revenue streams and sources of competitive advantage.
• Support new digital business models.

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Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Activity

Discussing the Key Concepts of ITIL

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