This course provides IT leaders, practitioners, support staff and staff interfacing with the organization’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 ITIL 4 best practice service value system. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.You will also explore the service value chain and IT service management practices, identify opportunities to develop IT practices using ITIL guidelines, and recognize the importance of IT and business integration.
Who Should Attend?
Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, 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.
Course Objective
The course will help students to understand:
Understand and use the ITIL terminology and key concepts
Understand the four dimensions of service management that collectively provides a holistic approach to the delivery of service value to the customers
Understand the ITIL Management Practices
Understand the ITIL Service Value System
Understand the ITIL Guiding Principles, the need for Governance and Continual Improvement
Course Outline :
Module 1: Introduction
History of ITIL
IT Service Management in the modern world
About ITIL 4
The structure and benefits of the ITIL 4 Framework
Module 2: Key Concepts
Value and value co-creation
Organisations, service providers, service consumers, and other stakeholders
Products and services
Service relationships
Value: outcomes, costs and risks
Module 3: The Four Dimensions of Service Management
Organisations and people
Information and technology
Partners and suppliers
Value streams and processes
External factors
Module 4: The Service Value Chain
Opportunity, demand and value
ITIL Guiding Principles
Governance
Service Value Chain
Continual Improvement
Module 5: ITIL Management Practices
Architecture Management
Continual Improvement
Information Security Management
Knowledge Management
Measurement and Reporting
Organisational Change Management
Portfolio Management
Project Management
Relationship Management
Risk Management
Service Financial Management
Strategy Management
Supplier Management
Workforce and Talent Management
Module 6: Service Management Practices
Availability Management
Business Analysis
Capacity Performance Management
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Catalogue Management
Service Configuration Management
Service Continuity Management
Service Design
Service Desk
Service Level Management
Service Request Management
Service Validation and Testing
Module 7: Technical Management Practices
Deployment Management
Infrastructure and Platform Management
Software Development and Management
All participants will receive:
• Practice Examinations
• ITIL 4 Foundation Certificate Exam
• Unparalleled Post Course Support
Course Materials:
• E-COPY: Official ITIL® 4 Foundation Textbook
ITIL 4 Certificate Examination
Participants will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT.
*As of 01 February, 2022 paper-based exams will no longer be offered by PeopleCert the examination institute for ITIL®. All exams will be conducted online. During the course you will receive an exam voucher and instructions how to book the exam for a date and time of your choice within 3 months of the course. The exams are web-proctored by PeopleCert and are available 24/7.
The exam comprises:
Multiple choice examination questions
40 questions
26 marks required to pass (out of 40 available) - 65%
60 minutes duration
Closed book.
ITIL®4 Foundation
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