Pre-5: ITIL® 4 Foundation

ITIL 4 is built on the established core of best practice in the ITIL guidance. It 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 course includes a case study that will help participants understand and experience the ITIL guiding principles, service value, and practices through real-world challenges and opportunities.

At the end of this course, participants will be able to:

• Understand the key concepts of ITIL service management and continual improvement.
• Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
• Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.

Who Should Attend

• IT professionals who want an understanding of the service lifecycle and processes and are interested in IT service management
• IT staff who are actively involved in providing and supporting IT services or who have an interest in IT service management best practices
• Individuals preparing for the ITIL Foundation certification exam

Course Includes

Instruction, and online certification exam.

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
  
• Case Study: Axle Car Hire
  
• Case Study: Meet the Key People at Axle
  
• Case Study: The CIOs Vision for Axle
  
• Exam Details
  
• ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

• Intent and Context
  
• Key Terms Covered in the Module
  
• Module Learning Objectives
  
• Value and Value Co-Creation
  
• Value: Service, Products, and Resources
  
• Service Relationships
  
• Value: Outcomes, Costs, and Risks
  
• Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

• Intent and Context
  
• Identifying Guiding Principles
  
• Key Terms Covered in the Module
  
• Module Learning Objectives
  
• The Seven Guiding Principles
  
• Applying the Guiding Principles
  
• Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of service Management Intent and Context The Four Dimensions Key Terms Covered in the Module The Four Dimensions and Service Value System Module Learning Objectives Organizations and People Information and Technology Partners and Suppliers Value Streams and Processes External Factors and Pestle Model Exercise: Multiple-Choice Questions Module 5: Service Value System Intent and Context Service Value System and Service Value Chain Module Learning Objectives Overview of Service Value System Overview of the Service Value Chain Exercise: Multiple-Choice Questions Module 6: Continual Improvement Intent and Context Key Terms Covered in the Module Introduction to Continual Improvement Module Learning Objectives The Continual Improvement Model Relationship between Continual Improvement and Guiding Principles Exercise: Multiple-Choice Questions Module 7: The ITIL Practices Intent and Context ITIL Management Practices Key Terms Covered in the Module Module Learning Objectives 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 Purpose of ITIL Practices Exercise: Crossword Puzzle

REGISTER FOR THIS CLASS