Course Overview
Our ITIL® Foundation Course covers all the fundamental knowledge to manage the IT infrastructure in the organisation and provides learners with a detailed understanding of different methods, framework, and principles of ITIL®. The delegates will gain knowledge about the ITIL® service value system, technical management practices, dimensions of service management, and concepts of service management. This ITIL® Foundation Course will help the them to support their organisation to increase the authenticity and security of information with IT infrastructure and increase customer and stakeholder’s confidence.
Course Objectives
By the end of the programme, participants will learn:
- 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.
Who Should Attend?
The ITIL 4 Foundation Certification Course is designed for anyone working in IT looking for IT Service Management education and an understanding of how to provide business value. Also, anyone who is looking to upgrade their ITIL v3 certification and knowledge.
Pre-requisite
None
Pricing & Sponsorship
Date
24th - 26th Sep t 2024
Sponsorship
The course is 100% claimable under HRDC
Course Outlines
- Recall the Definition
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
- Describe key concepts of creating value with services
- Cost
- Value
- Organization
- Outcome
- Output
- Risk
- Utility
- Warranty
- Describe key concepts of service relationships
- Service offering
- Service relationship management
- Service provision
- Service consumption
- Describe the nature, use and interaction of the guiding principles
- Explain the use of the guiding principles
- Focus on
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Describe the four dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Describe the ITIL service value system
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Describe the interconnected nature of the service value chain and how this supports value streams
- Describe the purpose of each value chain activity
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
- Recall the purpose of the following ITIL practices:
- Information security management
- Relationship management
- Supplier management
- IT asset management
- Monitoring and event management
- Release management
- Service configuration management
- Deployment management
- Continual improvement
- Change enablement
- Incident management
o Problem management - Service request management
- Service desk
- Service level management
- Recall definitions of the following ITIL terms:
- IT asset
- Event
- Configuration item
- Change
- Incident
- Problem
- Known error
- Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
- Continual improvement including:
- The continual improvement model
- Change enablement
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
- Continual improvement including: