ITIL v4 - Foundation Certification with Exam – half day
This instructor-led course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management. ITIL 4 retains the best of ITIL v3, and the core elements remain intact. The new content allows modern and emerging practices (Agile, Lean, DevOps) to be discussed alongside best practices.
ITIL 4 takes you through an evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.
Students will receive:
- Digital or hardcopy learner manual (excellent post-class reference)
- Sample documents and templates
- The ITIL Lifecycle Reference Card
- Personal Action Plan
- Memory exercises, study aids, and sample exams
- Instructor-led education and exercise facilitation
- GAME ON! An Interactive Learning Experience®
- Participation in Living the Lifecycle exercises including I am the Incident®
- In-class exam preparation
- Exam Voucher
- Come ready to participate in lively discussions about modernizing processes, benefits and challenges.
ITIL® 4 Foundation Course Certification
Learners earn their ITIL Foundation certificate in IT Service Management by achieving a passing score (65%) on a 60 minute, 40 question examination.
ITIL 4 Foundation is aimed at:
- Entry level IT professionals
- Individuals at the start of their journey in service management
- ITSM managers and aspiring ITSM managers
- Those who need a basic understanding of ITIL
- Those who would like to progress to higher levels within the ITIL 4 certification scheme
- Existing ITIL qualification holders wishing to update their knowledge
- Individuals working in other parts of IT (digital, product, development) with a strong interface to service delivery
Outline
Course Introduction
Key Concepts of Service Management
- The nature of value
- The nature and scope of stakeholders
- How value creation is enabled through services
- Assignment: Let’s explore a service
Service Offerings and Service Relationships
- Assignment: Let’s explore a service offering
Key Concepts of ITIL
The Four Dimensions of ITSM
- Organizations and people
- Assignment: Let’s explore culture
- Information and technology
- Partners and suppliers
- Value streams and processes
The Service Value System
- Inputs
- Outcomes
- Guiding principles
- Governance
- Service value chain
- Practices
- Continual improvement
The Service Value Chain
- Plan
- Improve
- Engage
- Design and transition
- Obtain/build
- Deliver and support
- Assignment: Let’s explore value streams
ITIL Practices
- Continual improvement
- Information security management
- Relationship management
- Supplier management
- Change control
- Incident management
- IT asset management
- Monitoring and event management
- Problem management
- Release management
- Service configuration management
- Service desk
- Service level management
- Service request management
- Deployment management
- Assignment: Let’s explore practice interfaces
The 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
- Assignment: Let’s explore guiding principles
Sorry! It looks like we haven’t updated our dates for the class you selected yet. There’s a quick way to find out. Contact us at 502.265.3057 or email info@training4it.com
Request a Date