Course outline

ITIL Foundation

Categories: Guaranteed To Run™, ITIL

ITIL

Duration: 3 Days

Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in three days! ITIL is the most widely adopted approach for IT Service Management in the world. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others. This course is supported by additional learning tools such as pre-course reading materials, post-course reading materials, quick reference cards and includes the ITIL 4 Foundation Handbook, containing practical material for reference back in the workplace. Note: This is a BYOD course
After completing this ITIL training course, students will:
  • Understand the key concepts of ITIL service management
  • Understand how ITIL guiding principles can help an organisation to adopt and adapt ITIL service management
  • Understand the four dimensions of ITIL service management
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
  • Understand the key concepts of continual improvement
  • Learn the various ITIL practices and how they contribute to value chain activities

There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management. This course and the related certification can be beneficial for the following roles:

  • IT Managers
  • Support Team Leaders
  • Technical Support staff
  • Service Owners
  • Architects
  • Project Managers
  • Vendor Managers
  • Service Desk Supervisors
  • Process Owners
  • Change Managers
  • Service Level Managers
  • Problem Managers
  • Operations Managers
  • IT Consultants
  • IT Developers
  • Service Providers
  • System Integrators
  • Managers who interact between the business and IT
Introduction to the core concepts of ITIL 4 Key definitions and terminology of the ITIL 4 model Structure and benefits of ITIL 4 The ITIL Certification path Service Management: Key Concepts
  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
The Guiding Principles
  • The Seven Guiding Principles
  • Applying the Guiding Principles
The Four Dimensions of Service Management
  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and Pestle Model
Service Value System
  • Overview of Service Value System
  • Overview of the Service Value Chain
Continual Improvement
  • Introduction to Continual Improvement
  • The Continual Improvement Model
  • Relationship between Continual Improvement and Guiding Principles
Overview of ITIL Practices
  • Purpose of ITIL Practices
  • The Continual Improvement Practice
  • The Change Control Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practice
  • Guaranteed to Run™. This ensures you will attend the instructor led class or live online class you want as scheduled without any disruptive cancellations*. You book the training you need, get back to focusing on your job and are sure your training requirements will be met saving time, money and ensuring peace of mind.
  • This schedule icon the schedule indicates that this date/time will be conducted as Instructor Led Training (ILT) or a Virtual Instructor Led Training (VILT) depending on the indicated class availablity.
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