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 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. The fundamental objective of this course is to help participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL 4 Foundation exam.

Target Audience

The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators

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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

None, although a familiarity with IT service delivery will be beneficial.

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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