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ITIL Training Overview
This ITIL® 4 Foundation course presents the core disciplines of the ITIL best practice and introduces modern and emerging practices such as Agile, Lean IT, and DevOps.
ITIL 4 focuses more on how things fit together to create value. It provides a practical and flexible basis to support organizations on their journey into the world of digital transformation. By building on previous versions, ITIL 4 develops the concepts of value, outcomes, costs, and risks (with a strong focus on continual improvement) while still describing core ideas such as incident management, problem management, and change management. It provides a comprehensive operating model for the delivery and operation of tech-enabled products and services.
This course positions the student to successfully complete the associated exam and acheive ITIL 4 Foundation certification. Successful completion of this course is required for entry into the ITIL 4 intermediate courses.
As part of the course, you will receive the ITIL 4 Foundation Course Pack. The Course Pack contains all of the class material that you will use during the class including the following:
- Accredited ITIL 4 Foundation Course Book
- ITIL Foundation Guide (ITIL 4 Edition)
- ITIL 4 Foundation Course Syllabus
- ITIL Glossary
- Practice/mock exam with answer/rationale booklet
The ITIL 4 Foundation Course Book provides a complete and extensive guide that the instructor follows to present the ITIL 4 Foundation content in an easy-to-follow structure, which is ideal for learning, and developing an understanding of the basic concepts, principles and terminology associated with IT service management.
The ITIL 4 Edition of the ITIL Foundation Guide is a handy reference that covers key concepts of service management, the four dimensions of service management, the ITIL service value system, and ITIL management practices. It is also a good classroom reference that can be used to study for the exam. The guidance provided in this publication can be adopted and adapted for all types of organizations and services.
ITIL Training Audience
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators
ITIL Training Prerequisites
None, although a familiarity with IT service delivery will be beneficial.
Course duration
3 Days
ITIL Training Course outline
1. IT Service Management definitions
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
2. Key concepts of value creation
3. Key concepts of service relationships
- Service offering
- Service provision
- Service consumption
- Service relationship management
4. The nature, use and interaction of 7 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
5. The 4 dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
6. The ITIL service value system
7. The service value chain
- Inputs and outputs
- Role in supporting value streams
8. Service value chain elements
- Plan
- Improve
- Engage
- Design & transition
- Obtain / Build
- Deliver & support
9. Detail of how the following ITIL practices support the service value chain:
- Continual Improvement (including continual improvement model)
- Change control
- Incident management
- Problem Management
- Service request management
- Service desk
- Service level management
10. The purpose of the following ITIL practices
- Information security management
- Relationship management
- Supplier management
- Availability management
- Capacity and performance management
- Service configuration management
- IT asset management
- Business analysis
- Service continuity management
- Deployment management
- Monitoring and event management
- Release management
11. Exam Preparation
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