ITIL® 4 Foundation

Course Features

Course Details

Overview

Overview

In this course participants receive an introduction to the Information Technology Infrastructure Library version 4, commonly known as ITIL® 4. ITIL 4 provides a set of guiding principles and best practices that are commonly used by organizations around the world to generate value and deliver high-quality and cost-effective services to consumers and customers. In this class, participants are introduced to ITIL 4 concepts and practices and they learn how organizations can use this information to conduct business activities more efficiently and effectively. Upon completion of this course, participants will be qualified to attend more advanced ITIL 4 courses that provide more detailed information about ITIL 4 concepts and practice and how they can help organizations.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Objectives

Participants will learn the basic concepts of service management:

  • The concept of a service
  • Services, risk, cost and service management
  • Service relationship management
  • The four dimensions of service management
  • Guiding principles of service management
  • The service value system
  • Service value chain
  • General management practices
  • Service management practices
  • Technical management practices

Prerequisites

There are no mandatory prerequisites.

Curriculum

Basic concepts of service management

  • What is ITIL?
  • History of ITIL?
  • The concepts of a service
  • Services and service management
  • Outcomes and outputs
  • Costs and risks
  • Utility, warranty and value
  • Organizations
  • Consumers, customers and users
  • Sponsors
  • Service offerings
  • Service relationship management
  • Service provision
  • Service consumption
  • Service management practices and processes
  • Exercise 1: Basic concepts of service relationship management

Module 2: The four dimensions of service management

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • Exercise 2: Understanding the four dimensions of service management

Module 3: Guiding principles of service management

  • Understanding and using the 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
  • Exercise 3: Understanding the guiding principles of service management

Module 4: The service value system and service value chain

  • The service value system
  • The service value chain
  • Service value chain activities
    • Plan
  • Purpose
  • Inputs and outputs
    • Improve
  • Purpose
  • Inputs and outputs
    • Engage
  • Purpose
  • Inputs and outputs
    • Design and transition
  • Purpose
  • Inputs and outputs
    • Obtain and build
  • Purpose
  • Inputs and outputs
    • Deliver and support
  • Purpose
  • Inputs and outputs
  • Exercise 4: Service value system and service value chain

Module 5: General management practices

  • The general management practices
  • Continual improvement
    • The continual improvement model
  • Information security management
  • Relationship management
  • Supplier management
  • Exercise 5: The continual improvement register

Module 6: Service and technical management practices

  • Service management practices
  • Service level management
  • Availability management
    • Availability
  • Capacity and performance management
  • Service continuity management
  • IT asset management
    • IT asset
  • Service configuration management
    • Configuration item
  • Change control
    • Change
  • Release management
  • Monitoring and event management
    • Event
  • Incident management
    • Incident
  • Problem management
    • Problem
    • Known error
  • Service request management
  • The service desk
  • The technical management practices
  • Deployment management
  • Exercise 6: Overall review

Course Features

COURSE DURATION

The duration of the course is 16 hours.

24x7 SUPPORT

A technical team dedicated to answer your questions at any time, regardless of where you are located

LIFETIME LMS ACCESS

We provide lifetime access to our Learning Management System (LMS), which can be accessed from anywhere across the globe

PRICE MATCH GUARANTEE

We guarantee the best price for every course that aligns with the quality of our course deliverables

CERTIFICATION

After you successfully complete the training program, you will be evaluated on parameters such as attendance in the sessions, objective examination scores, and other factors. Based on your overall performance with these parameters, you will receive a globally recognized certification from Cognixia. For the ITIL 4 Foundation certification, you would need to appear for another certification examination.

FAQs

WHO SHOULD ATTEND THIS COURSE?

The ITIL 4 Foundation course is highly recommended for:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • Business relationship managers
  • Change managers
  • Quality improvement professionals
  • Anyone interested or involved in application of ITIL 4 concepts and practices

WHAT IS THE MINIMUM INTERNET SPEED REQUIRED FOR ATTENDING THIS COURSE?

A minimum internet speed of 2 MBPS is recommended.

WHAT HAPPENS IF I MISS ATTENDING A SESSION?

All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.

IS THE COURSE MATERIAL AVAILABLE EVEN AFTER I COMPLETE THE COURSE?

You will get lifetime access to LMS and all the learning material in it.

This course does not have any sections.

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