ITIL 4 Foundation

ITIL 4 Foundation – IT Service Management Certification Training Course Outline

• 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

The course will help students to understand:

• 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
• Preparation to sit the ITIL4 foundation examination

• This course is aimed at all levels of IT professional and those involved in designing, building, delivering and managing modern digital products and services.