eLearning+ option
For self paced learners seeking a comprehensive experience to build exam confidence.
Overview
ITIL 4 Training will equip students with:
- A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
- The guiding principles of ITIL 4
- The four dimensions of Service Management
- Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
- How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.
Audience:
ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. The certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.
ITIL 4 continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with and leads the wider business strategy.
Prerequisites:
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
Outline:
1. Introduction
- Overview, objectives, agenda, introductions
- About the exam
- Introduction to ITIL 4
2. Service Management
- Value and co-creation
- Stakeholders in service management
- Products and services
- Service relationships
- Value: outcomes, costs and risks
3. Guiding Principles
- Overview
- Guiding principles descriptions
4. Service Management Dimensions Overview
- Descriptions of the four dimensions
5. Service Value System
- Service value components
- Organizational considerations
6. Service Value Chain
- Overview
- Value chain activities
7. ITIL Practices
- Introduction
- General management practices
- Service management practices
- Technical management practices
