SDI is excited to announce our brand new workshop! Working with ITIL 4 and SDI’s Service Desk Certification…
17 January 2020, etc Venues Moorgate, Bonhill House, London.

This workshop has been designed and created by Barclay Rae. Barclay is a member of both the lead architect and lead editor teams for ITIL 4, a lead contributor to SDI’s Best Practice Standard and an auditor for the Service Desk Certification programme.

During the workshop you will be provided with an overview of SDI’s Global Best Practice Standard for Service Desk and Service Desk Certification and a walkthrough of ITIL 4’s Guiding Principles, Value Streams, Four Dimensions of Service Management and Management Practices. You’ll also receive practical guidance on how to leverage ITIL 4 and Service Desk Certification to create real value for your service organisation.

The workshop is available to book publicly but can also be delivered in-house, providing a little more flexibility specific to your organisation. Simply email to enquire further.

What is it?

This is a one-day workshop providing an overview of the Service Desk Certification programme and ITIL 4 fundamentals and how they map together, complement one another, and align. 

Who will benefit?           

This workshop would prove useful for, and benefit any IT service professional looking to get to grips with the practical application of ITIL4, looking to gain more knowledge or understanding on how the Service Desk Certification programme can help improve their service delivery, and any IT service professional looking for an introduction to Best Practice. 

What does the workshop cover? 

  • Introduction to Service Desk Certification & The Global Best Practice Standard for Service Desk
  • Introduction to ITIL 4
  • Understanding how SDC concepts map to ITIL 4 & vice versa
  • Understanding how the SDC program aligns to the ITIL Guiding Principles
  • Understanding where your organisation is now
  • Understanding the next steps in your service improvement journey
  • Understanding the associated benefits and risks

How is it delivered?       

The day runs from 09:00 – 16:00 with 2 x 15 minute refreshment breaks and 1 x 45 minute lunch break. Sessions consist of presentation slides, planning resources, planning and analytical exercises and group discussions. 

At the end of this workshop, attendees will have an understanding of the following: 

  • An overview of ITIL 4’s Service Value System – value chain and value streams
  • How the SDC programme maps to the seven ITIL4 Guiding Principles
  • An overview of ITIL 4’s Four Dimensions of Service Management
  • Key concepts in SDC and SDI’s Best Practice Standard that complement, map and align with ITIL 4
  • Practical application of Best Practice and ITIL 4 to deliver service improvements and the value that can be derived from them
  • How the knowledge can be integrated and tailored for your organisation




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