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Course Outline
Introduction
Course Agenda (Duration 3 days)
Day 1:
Module 1: Course Introduction
Let’s get to know each other
Course overview
Course learning objectives
Course structure
Course agenda
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and Benefits of ITIL 4
Exam details
Summary key points
Module 2: Service Management Key Concepts
Intent and Context
Key terms covered in the module
Module learning objectives
Value and Value Co-Creation
Value: Services, Products, and Resources
Service Relationships
Value: Outcomes, Costs and Risks
Module Summary
Day 2:
Module 3: The Guiding Principles
Intent and Context
Identifying Guiding Principles
Key terms covered in the module
Module learning objectives
Topics Covered
The Seven Guiding Principles
Applying the Guiding Principles
Summary Key Points
Module 4: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Organizations and People
Information and Technology
Partners and Suppliers
Value Stream and Processes
External Factors and the Pestle Model
Module Summary
Module 5: Service Value System
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Overview of Service Value System
Overview of the Service Value Chain
Module Summary
Day 3:
Module 6: Continual Improvement
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Summary Key Points
Module 7: Overview of ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Purpose of ITIL 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
Module Summary
Module 8: More on the ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
The Practices
Module Summary
Summary and Next Steps
Requirements
Audience
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ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance quality of IT service management within an organization. The certification also applies to IT professionals who work within and organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.
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ITIL 4 continues to support the ITSM community while expanding to a widerrange of professionals working in the digital world, guiding how IT interfaces with, and leads the wider business strategy.
21 Hours
Testimonials (7)
Paul was a fantastic trainer. I enjoyed his style of teaching and delivery pace
Adeola
Course - Professional Scrum Master II | PSM II (Scrum.org accredited training course)
I liked the break outs and the chance to work with my peers taking the course. I also liked the small group we had although I understand this is not the norm
David - Home Office
Course - Professional Scrum Product Owner II
his way to explain
adnan - Shams Media City
Course - Project Management with Trello
I liked being able to ad-hoc explore different solutions to needs we have, so the general lessons were easily switched up to specialize for our needs.
Devin - Curberg.net
Course - JIRA for Beginners
the practical examples
Rosu Mihail - RENAULT TECHNOLOGIE ROUMANIE S.R.L.
Course - JIRA for Advanced Users
Marek was AWESOME. And I insist... he really was awesome. His level of knowledge, enthusiasm, organisation... he really was well prepared and in-control of the course material. I loved he did demonstrations instead of diagrams... it was a lot more interactive, and we could answer questions related to the situation we were seeing.
Eliane Champagne - Bell Solutions techniques
Course - JIRA for Administrators
Trainer's knowledge of all topics was very good.
