Course Aim :
ITIL 4 is the latest version of the popular IT service management framework. It reshapes established ITSM practices to help practitioners meet new challenges, while introducing new ways of working with the help of Lean, Agile, etc.
As the first ITIL 4 publication, it introduces practitioners to the ITIL 4 service management framework and reveals a new holistic end-to-end approach to service creation. ITIL 4 Foundation further enriches the careers of practitioners as well as their employers as it covers the key concepts of service management,
the four dimensions of service management, the service value system, and ITIL management practices.
Course Objective :
In addition to preparing, you for the ITIL 4 Foundation certification examination, the following are the course’s learning objectives as defined in the official ITIL 4 Foundation syllabus by AXELOS:
Understand the key concepts of service management
Understand how the ITIL guiding principles can help an organization adopt and adapt
service management
Understand the four dimensions of service management
Understand the purpose and components of the ITIL service value system
Understand the activities of the service value chain, and how they interconnect
Know the purpose and key terms, and develop good understanding of selected ITIL
practices
Target Audience :
· IT and business students interested in a career in service management
· ITSM professionals or managers who wish to better understand ITIL
· Professionals who aim to become fully certified ITIL 4 Managing Professionals and Strategic Leaders
· ITIL v2 or v3 qualification holders who wish to update their knowledge to ITIL 4
Pre – Requisites :
No prior IT knowledge is required. This course is designed for both beginners and professionals looking to enhance their understanding of ITIL.
Course Outline :
Introduction
- History and background
- Qualification scheme
- Key definitions and concepts
- Value co-creation
- Utility and warranty
- Service relationship model
Dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External factors to consider
ITIL 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
ITIL service value system
- Service value system and its components
- Service value chain and its activities
Selected ITIL practices
- Introduction to 34 management practices
- General, service, and technical management practices
- 15 core management practices to focus
- Information security management
- Relationship management
- Supplier management
- Continual improvement
- Monitoring and event management
- Incident management
- Problem management
- Service request management
- Service desk
- Change enablement
- Release management
- Service configuration management
- IT asset management
- Service level management
- Deployment management
Educational Approach
This training course contains theory, practical discussions sessions, multiple-choice quizzes, and examples.
The participants are encouraged to communicate with each other and engage in discussions when completing quizzes and exercise