ITIL 4 Foundation

Overview

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure, and basic concepts and has comprehended the core principles of ITIL practices for service management. ITIL 4 Foundation is the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM.

What You Will Learn

At the end of this course, participants will be able to:

• Understand the key concepts of ITIL service management.
• Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
• Understand the four dimensions of ITIL service management.
• Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.
• Understand the key concepts of continual improvement.
• Learn the various ITIL practices and how they contribute to value chain activities.

Who Should Attend?

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• Anyone working in a DevOps team

Course duration: 2 Days

Course Agenda:

1. Module 1: Course Introduction
   • Introduction to IT Service Management in the Modern World
   • Introduction to ITIL 4
   • Structure and Benefits of ITIL 4
2. Module 2: Service Management: Key Concepts
   • Value and Value Co-Creation
   • Value: Service, Products, and Resources
   • Service Relationships
   • Value: Outcomes, Costs, and Risks
3. Module 3: The Guiding Principles
   • Identifying Guiding Principles
   • The Seven Guiding Principles
   • Applying the Guiding Principles
4. Module 4: The Four Dimensions of service Management
   • The Four Dimensions
   • The Four Dimensions and Service Value System
   • Organizations and People
   • Information and Technology
   • Partners and Suppliers
   • Value Streams and Processes
   • External Factors and Pestle Model
5. Module 5: Service Value System
   • Service Value System and Service Value Chain
   • Overview of Service Value System
   • Overview of the Service Value Chain
6. Module 6: Continual Improvement
   • Introduction to Continual Improvement
   • The Continual Improvement Model
   • Relationship between Continual Improvement and Guiding Principles
7. Module 7: The ITIL Practices
   • ITIL Management Practices
   • The Continual Improvement Practice
   • The Change Control Practice
   • The Incident Management Practice
   • The Problem Management Practice
   • The Service Request Management Practice
   • The Service Desk Practice
   • The Service Level Management Practice
   • Purpose of ITIL Practices

Examination: 1 Hour

Closed book, multiple-choice (40 questions, 65% or better is required to pass).