About the Course
The ITIL® 4 Foundation Certificate course provides comprehensive first-level training for anyone involved in provision, support, or delivery of IT-enabled services in a modern digital organization.
The ITIL 4 Foundation course teaches the fundamentals of the very latest version of the most widely adopted guidance on IT service management (ITSM) in the world.
ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organization work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.
 
What  will you Learn?
 
At the end of this course, attendees will have an understanding of the following:

Key concepts in the ITIL 4 framework that build upon Lean, Agile, DevOps, and other practices, and how these enable business value to be co-created
The seven guiding principles of ITIL 4
ITIL service value system
The four dimensions of service management
The ITIL practices, with a focus on 18 of these, of which 7 will be covered in detail

 
Course Delivery Options:
 Classroom based Training or Live Virutal Training
Target Audience

This course is aimed at all levels of IT professionals, customers, and users involved in the provision or receipt of IT Services in any organisation.

Course Materials:
 Accredited Study guides, sample questions
Course Duration

Two or three days

Course Agenda in Detail
Key Concepts of Service Management

Service Utility Warranty Customer User
Service management Sponsor

Key Concepts of Value Creation

Cost Value
Organization Outcome Output
Risk
Utility and Warranty

Key Concepts of Service Relationships

Service offering
Service relationship management Service provision
Service consumption

Seven Guiding Principles

Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep it Simple and
Practical Optimize and Automate

Four Dimensions of Service Management

Organizations and People
Information and Technology
 Partners and Suppliers
Value Streams and Processes

Components of the ITIL Service Value System

Plan
Improve
Engage
Design & Transition
Obtain/Build
Deliver and Support

ITIL Practices

General Management Practices
Service Management Practices
Technical Management Practices

How Key ITIL Practices Fit within the Service Value Chain

Continual Improvement
Change Control
Incident Management
 Problem Management
Service Request Management
Service Desk

Service Level Management 

Related

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