ITIL® FOUNDATIONS CERTIFICATION
ITIL® is the world’s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value and leverage concepts from models such as Lean IT, Agile, DevOps, and Organizational Change Management. This course is designed for anyone who needs an understanding of IT Service Management to help deliver better customer value. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.
This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL® 4.
Course Objectives
By the completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Service Value Chain that incorporate the core of ITIL® version 4.
Who Should Attend?
This course is ideal for anyone looking to begin a career in ITSM or build on their knowledge using one of the world’s most highly recognized ITSM standards.
What You Will Learn?
An overview of the tools and methodologies, purpose and components of ITIL 4, including the ITIL Service Lifecycle and the Service Value System.
The key concepts and value of IT service management to IT service providers and their customers.
The activities of the service value chain, and how they interconnect.
The purpose and key terms of 18 ITIL practices and the 7 essential practices.
How the ITIL guiding principles can help organizations adopt and adapt service management.
How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry.
ITIL® Foundation Training
Outline of Module
- Let’s Get to Know Each Other
- Course Overview
- Course Learning Objectives
- Course Structure
- Course Agenda
- Introduction to IT Service Management in the Modern World
- Introduction to ITIL 4
- Structure and Benefits of ITIL 4
- Case Study: Axle Car Hire
- Case Study: Meet the Key People at Axle
- Case Study: The CIOs Vision for Axle
- Exam Details
- ITIL 4 Certification Scheme
Outline of Module
- Intent and Context
- Key Terms Covered in the Module
- Module: Learning Objectives
- Value and Value Co-Creation
- Value: Service, Products, and Resources
- Service Relationships
- Value: Outcomes, Costs, and Risks
- Exercise: Multiple-Choice Questions
Outline of Module
- Intent and Context
- Identifying Guiding Principles
- Key Terms Covered in the Module
- Module Learning Objectives
- The Seven Guiding Principles
- Applying the Guiding Principles
- Exercise: Multiple-Choice Questions
Outline of Module
- Intent and Context
- The Four Dimensions
- Key Terms Covered in the Module
- The Four Dimensions and Service Value System
- Module Learning Objectives
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors and Pestle Model
- Exercise: Multiple-Choice Questions
Outline of Module
- Intent and Context
- Service Value System and Service Value Chain
- Module Learning Objectives
- Overview of Service Value System
- Overview of the Service Value Chain
- Exercise: Multiple-Choice Questions
Outline of Module
- Intent and Context
- Key Terms Covered in the Module
- Introduction to Continual Improvement
- Module Learning Objectives
- The Continual Improvement Model
- Relationship between Continual Improvement and Guiding Principles
- Exercise: Multiple-Choice Questions
Outline of Module
- Intent and Context
- ITIL Management Practices
- Key Terms Covered in the Module
- Module Learning Objectives
- The Continual Improvement Practice
- The Change Control Practice
- The Incident Management Practice
- The Problem Management Practice
- The Service Request Management Practice
- The Service Desk Practice
- The Service Level Management Practice
- Purpose of ITIL Practices
- Exercise: Crossword Puzzle
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