ITIL 4 Foundation

  • ITIL 4 Foundation

Digital transformation has altered the IT landscape significantly. ITIL 4 addresses this new world in ways no other best practice framework can, providing an end-to-end operating model for the delivery and operation of technology-based products and services. ITIL 4 embraces a holistic philosophy to service management, integrating collaborative frameworks such as Lean IT, Agile and DevOps into a single, seamless approach.
ITIL® 4 Foundation is the most widely acknowledged entry-level ITIL certification available for IT professionals. This newest training for the ITIL framework is designed to introduce learners to the management of modern IT-enabled services, including key concepts and common language used in the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for improving the quality of IT services across the IT organization. 
This course begins your ITIL 4 journey, enabling you to understand a new way to look at IT Service Management through the holistic view of a Service Value System (SVS).

Delegates will learn
Key IT service management concepts
How ITIL guiding principles can help and organization to adopt and adapt service management
The 4 dimensions of service management
The purpose and components of the service value system
The activities of the service value chain and how the interconnect
Know the purpose of key ITIL practices
Preparation to sit the ITIL4 foundation examination

Audience
This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.

ITIL 4 OVERVIEW
Structured Benefits
The Service Value System
Four Dimensions of Service Management

KEY CONCEPTS OF ITIL
What is Service Management?
Service Relationships
Creating Value

THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
A Holistic Approach to Value Delivery
Organizations and People
Informational Technology
Partners and Suppliers
Value Streams and Processes
External Factors

THE ITIL SERVICE VALUE SYSTEM (SVS)
Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement

THE 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
Principle Interaction

GOVERNANCE
Governing Bodies
Governance Activities
The Role of Governance in the SVS

THE SERVICE VALUE CHAIN
Plan
Improve
Engage
Design and Transition
Obtain and Build
Deliver and Support

CONTINUAL IMPROVEMENT
The Model, the Value Chain, and Practice 
Continual Improvement Model
Continual Improvement and the Guiding Principles
Theory of Constraints

KEY ITIL PRACTICES
Introduction to ITIL Practices
Continual Improvement
Service Level Management
Change Control
Incident Management
Service Request Management
Service Desk
Problem Management

OTHER ITIL PRACTICES
General Management Practices
Service Management Practices
Technical Management Practices

Program Details
Duration 2 Days
Capacity 16 Persons

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