ITIL4 FOUNDATION

COURSE DESCRIPTION

Designed for the Modern IT Service Manager, the ITIL® 4 Foundation course provides a wider insight on how modern IT service management takes on a greater challenge in ensuring value to enterprises through its new and holistic approach- from understanding its new service framework, guiding principles, dimensions of service management, service value system and its interaction and relationships

This ITIL4 Foundation course is a training and certification exam bundle.

DURATION

3 Days

LEARNING OBJECTIVES

• Understand the key concepts of Service Management

• Understand how the ITIL guiding principles can help an organization adopt and adapt service management

• Understand the four dimensions of service management

• Understand the purpose and components of the ITIL service value system

• Understand the activities of the service value chain, and how they interconnect

• Know the purpose and key terms of 18 ITIL practices

• Understand 7 ITIL terms

TARGET AUDIENCE

• Individuals at the start of their journey in Service Management

• ITSM Managers and aspiring ITSM Managers

• Individuals working in other parts of “IT” (digital, product, development) with strong interface in service delivery

• Existing ITIL qualification holders wishing to update their knowledge

The Key Concepts of Creating Value with services

• Cost

• Value

• Organization

• Outcome

• Output

• Risk

• Utility

• Warranty

The Key Concepts of Service Relationships:

• Service Offering

• Service Relationship Management

• Service Provision

• Service Consumption

Describing the nature, use and interaction of the guiding principles

The use of the guiding principles

• Focus on Value

• Start where you are

• Progress iteratively with feedback

• Collaborate and promote visibility

• Think and work holistically

• Keep it simple and practical

• Optimize and automate

The four dimensions of service management

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

COURSE OUTLINE

A Recall on the definitions of:

• Service

• Utility

• Warranty

• Customer

• User

• Service Management

• Sponsor

The ITIL Service value system

Describe the interconnected nature of the service value chain and how this supports value streams

The inputs, outputs, and purpose of each value chain activity

• Plan

• Improve

• Engage

• Design and transition

• Obtain/build

• Deliver and Support

A Recall on the definitions of the following ITIL terms

• Availability

• IT asset

• Event

• Configuration item

• Change

• Incident

• Problem

• Known Error

Explaining the following ITIL practices in detail, including how they fit within the service value chain

• Continual improvement, including the continual improvement model

• Change control

• Incident management

• Problem management

• Service desk management

• Service desk

• Service level Management