ITIL® 4 Foundation

ITIL® is the world’s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps and Organizational Change Management. This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL® 4. This course will earn you 14 PDUs.

Who Should Attend

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.

Course Objectives

By the completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Service Value Chain that incorporate the core of ITIL® version 4.

Agenda

1. ITIL 4 Overview
2. Introduction to ITIL
3. Key Concepts of ITIL
4. The ITIL Framework
5. The Four Dimensions of Service Management
6. The ITIL Service Value System
7. The ITIL Guiding Principles
8. Focus on Value
9. Start Where You Are
10. Progress Iteratively with Feedback
11. Collaborate and Promote Visibility
12. Think and Work Holistically
13. Keep It Simple and Practical
14. Optimize and Automate
15. The ITIL Service Value System (SVS)
16. Governance
17. The Service Value Chain
18. Continual Improvement
19. Key ITIL Practices
20. Continual Improvement
21. Service Level Management
22. Change Control
23. Incident Management
24. Service Request Management
25. Service Desk
26. Problem Management
27. Other ITIL Practices
28. General Management Practices
29. Service Management Practices
30. Technical Management Practices