IT-professional

ITIL® 4 Foundation

In this ITIL® 4 Foundation Training course, designed for professionals who want to adopt ITIL to improve service management, you will gain the knowledge needed to pass the ITIL 4 Foundation Certification exam.

Course objectives

  • Prepare for and pass the ITIL 4 Foundation certification exam
  • Identify opportunities to develop IT practices using ITIL guidelines
  • Interact with IT teams using ITIL 4 terminology and concepts
  • Explore the service value chain and IT service management practices
  • Recognize the importance of IT and business integration
  • Continue learning and face new challenges with after-course one-on-one instructor coaching

You will learn:

  • The ITIL 4 end-to-end IT/digital operating model
  • How to use the ITIL 4 model to create, deliver, and continuously improve tech-enabled products and services
  • The impact of technology and IT teams on a wider business strategy

Target audience

Those interested in controlling IT costs, improving IT service quality, and balancing IT resources. All IT professionals, IT project managers, IT managers, IT project or team members, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Previous knowlage

No specific experience is required to join! But do bring your curiosity and willingness to try new, innovative things.

Outline

Module 1: Service Management
The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.

  • Service Value System (SVS) and Service Value Chain 
  • Organizations 
  • Service Provisioning and Consumption 
  • Customers, Users, Sponsors, and Other Stakeholders 
  • Services, Products, and Service Offerings 
  • Service Relationships  
  • Value, Outcomes, Costs, and Risks 
  • Utility and Warranty 

Module 2: The Four Dimension

  • Organizations and People 
  • Information and Technology 
  • Partners and Suppliers 
  • Value Streams and Processes 

Module 3: The Service Value System

  • Opportunity, Demand, and Value  
  • Guiding Principles 
  • Governance 
  • ITIL Practices 
  • Continual Improvement 
  • Organizational Silos 

Module 4: The Service Value Chain

  • Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support  
  • Inputs of the SVS: Opportunities & Demand  
  • Outcome of the SVS: Value  
  • Addressing the Challenges of Silos

Module 5: the Seven 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 

Module 6: ITIL Practices: Practice Overview and General Management Practices

  • Practices and Processes 
  • Continual Improvement 
  • Information Security Management 
  • Supplier Management 
  • Relationship Management 

Module 7: ITIL Practices: Service Management and Technical Management Practices

  • Service Level Management 
  • Event Management 
  • Service Desk 
  • Service Request Management 
  • Incident Management 
  • Problem Management 
  • Change Enablement 
  • IT Asset Management 
  • Service Configuration Management 
  • Release Management 
  • Deployment Management