ITIL® 4 Foundation

Course Introduction

Information Technology Infrastructure Library (ITIL®) includes a set of policies for IT service management focusing on aligning IT services with the needs of business.

ITIL® 4 Foundation is an entry level exam for ITIL® and offers an awareness of Key elements and concepts used in the ITIL® service lifecycle.

Overveiw

ITIL® 4 Foundation course gives you a general awareness on the key elements, concepts and terminologies used in the lifecycle of ITIL® service, including the links between Lifecycle stages, the processes used and their contribution to serve management practices. It also includes the link and processes between lifecycle stages.

Course Content

ITIL® 4 Foundation is a two-days course in which following topics will be covered:

Introduction to service management

• Introduction to Service Management Lifecycle

• Principles of IT Service Management

• Introduction to Service

• Service Management and its Benefits

• Process and its characteristics

• RACI Model

• Various types of service providers

• Contracts and suppliers

Service Management Lifecycle

• Service Lifecycle

• Components of Lifecycle

• Link between different stages of lifecycle

• Relationship between Governance and ITSM

Service Strategy

• Overview of Service Strategy

• Service Strategy Process

• Type of Services

Service Strategy Concepts

• Service Utility and Warranty

• Service assets

• Value creation

• Factors influencing customer perception of value

• Service Packages

• Business Case- Its uses and Structure

Service Strategy Process

• Overview of Process

• Demand Management

• Service Demand

• PBA and UP

• Service Portfolio components and its management

• Financial Management

• Business Relationship Management (BRM)

Service Design

• Overview of Service Design

• Roles in Service Design

• Key concepts

• Service Design processes

• Service Catalogue Management

• Service Level Management

• Capacity Management

Service Transition

• Overview of Service Transition

• Configuration item

• Configuration Management System

Service Transition Process

• Introduction and Objective

• Transition, Planning and Support

• Change Management

• Change Model

Service Operations

• Overview

• Events

• Alerts and Incidents

• Service Operation Processes

• Event Management

• Event Management Process

• Event Logging and Filtering

• Manage Exceptional Events

• Incident Management

• Process Interfaces

• Problem Management

Prerequisites

Candidates are recommended to go through an overview on the introductory part of ITIL® as it will beneficial during the course.

Target Audience

This course is designed for the individuals such as IT professionals, Customers, and Users who are involved in the provision or receipt of IT Services.

Delegates Will Learn How To

The delegates by the end of this course will have learnt about:

• IT Service Management best practices.

• Concepts and principles related to ITIL® processes

• The purpose, objective and scope of service strategy, design, transition, service operations, and Continual Service Improvement

• ITIL® tools, techniques and concepts

• How to apply lean principles

• Automate tasks to improve the organisation's productivity using ITIL® processes

• Save costs by centralizing activities and teams

• Align IT services according to the organization’s requirements