ITIL-v4 Foundation

Course Overview:

This course is designed for anyone working in IT that wants to gain knowledge in IT Service Management best practice. ITIL (Information Technology Infrastructure Library) Service Management training based on version-4 teaches essentials of ITIL and helps you to understand how your organization can benefit significantly by applying the ITIL principles to your work environment. It describes the key concepts, processes, functions and roles of the ITIL service life cycle. This results in good awareness and comprehension of the main aspects of ITIL providing solid framework of IT and alignment of IT with Business.

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Prerequisite:

There are no special prerequisites listed for this course.

Duration:

Full 2 Days (16 Hours)

Course Objectives:

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
Understand ITIL and what it can do for Service Management.
Understand how to implement ITIL, maximize your benefits while minimizing your risks and costs.
Understand leadership’s role in the successful application of ITIL.
Service Management as a practice (Comprehension)
Service Lifecycle (Comprehension)
Key Principles and Models (Comprehension)
Generic Concepts (Awareness)
Selected Processes (Awareness)
Selected Roles (Awareness)
Selected Functions (Awareness)
Technology and Architecture (Awareness)
ITIL Qualification scheme (Awareness).

ITIL-v4 Course Outline:

Learning Outcome	Assessment Criteria
1. Understand the key concepts of service management	1.1 Recall the definition of: a) Service b) Utility c) Warranty d) Customer e) User f) Service management g) Sponsor
	1.2 Describe the key concepts of creating value with services: a) Cost b) Value c) Organization d) Outcome e) Output f) Risk g) Utility h) Warranty
	1.3 Describe the key concepts of service relationships: a) Service offering b) Service relationship management c) Service provision d) Service consumption
2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management	2.1 Describe the nature, use and interaction of the guiding principles
	2.2 Explain the use of the guiding principles (4.3): a) Focus on value (4.3.1 – 4.3.1.4) b) Start where you are (4.3.2 – 4.3.2.3) c) Progress iteratively with feedback (4.3.3 – 4.3.3.3) d) Collaborate and promote visibility (4.3.4 – 4.3.4.4) e) Think and work holistically (4.3.5 – 4.3.5.1) f) Keep it simple and practical (4.3.6 – 4.3.6.3) g) Optimize and automate (4.3.7 – 4.3.7.3)
3. Understand the four dimensions of service management	3.1 Describe the four dimensions of service management (3): a) Organizations and people (3.1) b) Information and technology (3.2) c) Partners and suppliers (3.3) d) Value streams and processes (3.4-3.4.2)
4. Understand the purpose and components of the ITIL service value system	4.1 Describe the ITIL service value system (4.1)
5. Understand the activities of the service value chain, and how they interconnect	5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
	5.2 Describe the purpose of each value chain activity: a) Plan b) Improve c) Engage d) Design & transition e) Obtain/build f) Deliver & support
6. Know the purpose and key terms of 15 ITIL practices	6.1 Recall the purpose of the following ITIL practices: a) Information security management (5.1.3) b) Relationship management (5.1.9) c) Supplier management (5.1.13) d) IT asset management (5.2.6) e) Monitoring and event management (5.2.7) f) Release management (5.2.9) g) Service configuration management (5.2.11) h) Deployment management (5.3.1) i) Continual improvement (5.1.2) j) Change control (5.2.4) k) Incident management (5.2.5) l) Problem management (5.2.8) m) Service request management (5.2.16) n) Service desk (5.2.14) o) Service level management (5.2.15)
6. Know the purpose and key terms of 15 ITIL practices	6.2 Recall definitions of the following ITIL terms: a) IT asset b) Event c) Configuration item d) Change e) Incident f) Problem g) Known error
7. Understand 7 ITIL practices	7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement (5.1.2) including: – The continual improvement model (4.6, fig 4.3) b) Change control (5.2.4) c) Incident management (5.2.5) d) Problem management (5.2.8) e) Service request management (5.2.16) f) Service desk (5.2.14) g) Service level management (5.2.15 – 5.2.15.1)

ITIL-v4 Foundation