ITIL-4: ITIL 4 Foundation with Case Study

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ITIL-4: ITIL 4 Foundation with Case Study

Course Details
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WHAT YOU WILL LEARN

The ITIL 4 Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (4 released 2019) of ITIL®. ITIL has led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years. ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

The key components of the ITIL 4 framework are the Service Value System and the Four Dimensions model.

Service value system (SVS) represents how components and activities of the organization facilitate value creation through IT-enabled services. Core components of the ITIL SVS are:

• ITIL service value chain

• ITIL practices

• ITIL guiding principles

• Governance and

• Continual improvement

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 to the ITIL master qualification.

Purpose of the exam is to test if participants can demonstrate enough 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

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Modules

Module 1: Introduction

• IT Service Management, Agile and DevOps

• Influence of Lean, Agile, DevOps on IT Service Management

• Impact of Lean, Agile and DevOps on The Organization

• How ITIL Supports Agile

• DevOps

• ITIL 4 Design Rationale

• Key Components

• The Service Value System (SVS)

• ITIL guiding principles

• Governance

• The Service Value Chain (SVC)

• Key Concepts

• IT service management

• Value and value co-creation

• Stakeholders

• Services

• Value

• Service relationships

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

• Work holistically

• Keep it simple

• 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

Module 4. Management Practices Overview

• What is a Practice?

• General Management Practices

• Continual Improvement (as General Management Practice)

• Information security management

• Relationship Management

• Supplier Management

• Service Management Practices

• Availability management & Availability

• Capacity and performance management

• IT asset management & IT asset

• Monitoring & event management

• Release management

• Service configuration management & Configuration item

• Service continuity management

• Technical Management

• Deployment Management

Module 5: Service Management Practices (Detailed)

• Change control

• Incident management

• Problem management

• Service desk

• Service level management

• Service request management

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Michiel Roelof De Boer

Michiel holds the highest ITIL credential – the ITIL Service Manager (Masters) certification. He is also a certified ITIL Service Manager who teaches Foundation, Practitioners and Service Management. He gained his experience in various local and international companies worldwide where he had executed roles as Manager, Consultant, Project Manager and Instructor as well as having experience in the finance, automation, industry, airlines, logistics, medical and telecommunication sectors. He is experienced in translating business objectives into manageable deliverables, initiating quick wins and creates an environment for continuous improvement. With a management style which is based on coaching and team play, he can effectively communicate with the members of the board as well as employees at various levels of an operation and in many different cultures. Read More

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia’s premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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