ITIL ® 4 Foundation
DESCRIPTION
Overview
This course provides IT Managers and Practiotioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL ® Foundation Certificate examination.This course is based on the ITIL ® 4 Foundation service value system approach.
Objectives
To provide an understanding of the ITIL4 Foundation publication and the concepts within. To give guidance on applying the principles and associated service value chain activities, practices and the dimensions of service management.
Structure
This is an instructor-led classroom course that uses a combination of lectures, discussions, assignments and sample exam questions to provide the student with an understanding of the essential aspects of ITIL ® 4 Foundation and prepare for the exam.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.
AUDIENCE
The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take the 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
AGENDA
DAY 1
- Course registrations and introductions
- ITIL 4 Overview
- Service management concepts
- Assignment 1 and review
- 4 Dimensions of service management
- Assignment 2 and review
- Service value system (part 1)
- Sample paper introduction / questions for homework
DAY 2
- Recap and question review
- Service value system (part 2)
- Assignment 3 and review
- Practices – overview and general management
- Practices – service management (part 1)
- Assignment 4 and review
- Practices – service management (part 2)
- Introduce/set more sample questions
DAY 3
- Recap
- Practices – service management (part 3)
- Assignment 5 and review
- Practices – technical management
- Summary
- Sample paper B and review and revision
- Exam registration and Foundation Exam
CONTENT
Topics covered include:
Service Management concepts
- Service & Product
- Outputs & Outcomes
- Value,Cost,Risk
4 Dimensions
- Organizations & People
- Valuestreams & Processes
- Technology & Information
- Partnersand & Suppliers
Service Value System
- 7 guiding principles
- Governance
– Evaluate
– Direct
– Monitor
- Continual Improvement
Service Value Chain
- Plan
- Improve
- Engage
- Design/ Transition
- Obtain/ Build
- Deliver/ Support
Management Practices
- General
- Service
- Technical
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.
Training Calendar
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