ITIL® 4 Foundation Course Overview
This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation's digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL4 best practice service value system featured in the latest 2019 guidelines.
After you complete this course you will be able to:
Key IT service management concepts.
How ITIL guiding principles can help and organization to adopt and adapt service management.
The 4 dimensions of service management.
The purpose and components of the service value system.
The activities of the service value chain and how the interconnect.
Know the purpose of key ITIL practices.
Sit the ITIL4 foundation examination - Sample papers are set during the class by instructors to take during the class or as homework exercises.
Who will the Course Benefit?
This course is aimed at all levels of IT professional and those involved in designing, building, delivering and managing modern digital products and services.
There are no pre-requisites for this course
NOTE: Course technical content is subject to change without notice.
IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
Key concepts of value creation
Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
The nature, use and interaction of 7 ITIL 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 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
The ITIL service value system
The service value chain, its inputs and outputs, and its role in supporting value streams
Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
Detail of how the following ITIL practices support the service value chain: - Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management; Service desk; Service level management
The purpose of the following ITIL practices: - Information security management; Relationship management; Supplier management; Availability management; Capacity and performance management; Service configuration management; IT asset management; Business analysis; Service continuity management; Deployment management; Monitoring and event management; Release management