Information Technology Infrastructure Library® course overview

Are you an IT professional involved in or responsible for the delivery of business-focused IT services? This 3 day ITIL Foundation training courses will provide you with a necessary sound understanding of best practice Service Management processes and procedures.

ITIL courses provides a great foundation to systematically improve the delivery of IT services and IT organizations leverage ITIL Best Practices to simplify and optimize. The ITIL Foundation courses also gives delegates the opportunity to gain a recognized, entry-level professional qualification in IT Service Management.

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Instructor Led Learning

Duration: 3 Days
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Video Learning

Duration: 3 Days
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What you will learn

Day 1

  • Lesson 1 Introduction to ITIL Foundation Course.
  • Lesson 2 Service Management Concepts
  • Lesson 3 The Service Lifecycle
  • Lesson 4 Service Strategy
  • Lesson 5 Service Strategy
  • Lesson 6 Service Design
  • Lesson 7 Service Transition

Day 2

  • Lesson 1 Service Operations
  • Lesson 2 Continual Service Improvement
  • Lesson 3 Exam preparation and mock-exam
  • Lesson 4 Formal exam

Basic computer skills

Introduction to Microsoft Office course

FULL COURSE OUTLINE

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
Case Study: Axle Car Hire
Case Study: The CIOs Vision for Axle
Exam Details
Module 2: Service Management: Key Concepts
Value and Value Co-Creation
Value: Service, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks
Module 3: The Guiding Principles
The Seven Guiding Principles
Applying the Guiding Principles
Module 4: The Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model
Module 5: Service Value System
Overview of Service Value System
Overview of the Service Value Chain
Module 6: Continual Improvement
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Module 7: Overview of ITIL Practices
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

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