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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Pre-5: ITIL4 Foundation

Greg Sanker  (Owner, ITSM Transition)

Location: Grand Ballroom 110

Date: Monday, May 16

Time: 8:30 am - 5:00 pm

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only - Get your pass now!

Session Type: Pre-Conference Training

Vault Recording: TBD

Audience Level: Intermediate

ITIL4 is built on the established core of best practices in the ITIL guidance. It provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. The course includes a case study that will help participants understand and experience the ITIL guiding principles, service value, and practices through real-world challenges and opportunities.

If you're an IT professional who wants an understanding of the service lifecycle and processes, or if you're actively involved in supporting services and want a better understanding of ITSM best practices, this workshop is for you!


Participants will learn about:

  • The key concepts of ITIL, service management, and continual improvement
  • How ITIL guiding principles can help an organization to adopt and adapt ITIL service management
  • The purpose and components of the ITIL service value system, the activities of the service value chain, and how they interconnect