ITIL®4 Foundation

Duration: 2 Days

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