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.
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
Course Outlines
- IT Service Management in the Modern World
- About ITIL® 4
- Structure of ITIL® 4
- What is Service Management?
- Value and Value Co-Creation
- Organisations
- Service Providers
- Service Consumers
- Stakeholders
- Products and Services
- Service Offerings
- Service Relationships
- Value: Outcomes, Costs, and Risks
- Utility and Warranty
- Introduction
- Four Dimensions Model
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors
- Service Value System (SVS)
- Silos
- Guiding principles
- Seven 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
- Optimise and Automate
- Interaction Between Principles
- Value Chain Activities
- Plan
- Improve
- Engage
- Design and Transition
- Obtain or Build
- Deliver and Support
- Introduction to Management Practices
- ITSM and High-Velocity Service Management
- General Management 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