Course Details
Course Code: ITIL ® 4 Foundation; Duration: 3 Days; Instructor Led
Audience
Individuals at the start of their journey in Service Management; ITSM Managers and aspiring ITSM Managers; Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery; Existing ITIL qualification holders wishing to update their knowledge.
Prerequisites
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.
Course Objectives
This course prepares students for the ITIL 4 Foundation exam. The ITIL 4 Foundation certificate is a requirement for attending any of the ITIL Managing Professional and ITIL Strategic leader modules that lead up o the ITIL master qualification.
Purpose of the exam is to test if participants are able to demonstrate sufficient recall and understanding of the ITIL 4 service management framework, as described in the AXELOS syllabus, to take the test and be awarded the ITIL 4 Foundation qualification.
Following the completion of the course, participants will be able to:
- The seven Guiding Principles of ITIL 4
- ITIL’s new Service Value Chain
- The four dimensions of Service Management
- Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value
- Exam is included
Outlines
Module 1:Introduction
Module 1: INTRODUCTION
ITIL Rationale, Agile, DevOps
- ITIL 4 Design Rationale
- ITIL history
- Influence of Lean, Agile, DevOps on IT Service Management
- Impact of Lean, Agile and DevOps on the Organization
- How ITIL supports Agile & DevOps
Key Concepts
- Service Management
- Value and Value Co-creation
- Stakeholders
- Services
- Value
- Service Relationships
Key components
- The Four Dimensions Model
- Service Value System (SVS)
- ITIL Guiding Principles
- Governance
- Service Value Chain (SVC)
- The ITIL 4 Practices
MODULE 2: Four Dimensions & Guiding Principles
The Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
The Guiding Principles
- The Service Value System (SVS) – Guiding Principles
- Focus on Value
- Start where you are
- Progress iteratively
- Collaborate & Promote Visibility
- Think and Work Holistically
- Keep it Simple and Practical
- Optimize and Automate
MODULE 3: Service Value Chain and Continual Improvement
The Service Value Chain
- The Service Value Chain and The Value Streams
Continual Improvement
- Continual Improvement Model
Module 4: Management Practices Overview
The ITIL 4 Practices
General Management Practices
- Continual Improvement (as General Management Practice)
- Information security management
- Relationship Management
Supplier Management
- Service Management Practices
- IT asset management & IT asset
- Monitoring & event management
- Release management
- Service configuration management & Configuration item
Technical Management
- Deployment Management
Module 5: Service Management Practices (Detailed)
Change enablement
Incident management
Problem management
Service desk
Service level management
- Service request management
