ITIL®4 Foundation

 

Course Overview :

 

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

 

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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

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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