ITIL Foundation 4.0

ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL 4 journey or people looking to update their existing ITIL knowledge.

The course will help you to understand:

• how modern IT and digital service organizations operate.

• how value streams increase speed and efficiency.

• how cultural or behavioural principles guide work that benefits the wider organization.

• how to use commonly-used service management terms and concepts.

Who should attend?

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Pre-requisites

Familiarity with IT terminology and IT-related work experience are recommended.

At course completion

The course will help students to understand:

• 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.

Course Outline

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor.

• Key concepts of value creation.

• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management.

• 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.

• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes.

• The ITIL service value system.

• The service value chain, its inputs and outputs, and its role in supporting value streams.

• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support.

• 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

• 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.