ITIL 4 Foundation Training

ITIL 4 Foundationcourse is offered by BMC Training and Development. BMC Training and Development has earned the reputation as a trusted partner in professional development and management education that improves immediate performance as well as provides long-term results for individuals and organizations.

Course Objectives:

• Key IT service management concepts.

• How ITIL guiding principles can help and organization to adopt and adapt service management.

• The 4 dimensions of service management.

• The purpose and components of the service value system.

• The activities of the service value chain and how the interconnect.

• Know the purpose of key ITIL practices.

• Sit the ITIL4 foundation examination - Sample papers are set during the class by instructors to take during the class or as homework exercises.

Course Outlines :

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor

• Key concepts of value creation

• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management

• The nature, use and interaction of 7 ITIL 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; Optimize and automate

• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes   

• The ITIL service value system

• The service value chain, its inputs and outputs, and its role in supporting value streams

• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support

• Detail of how the following ITIL practices support the service value chain: -  Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management;  Service desk; Service level management

• The purpose of the following ITIL practices: - Information security management; Relationship management; Supplier management; Availability management; Capacity and performance management; Service configuration management;    IT asset management; Business analysis; Service continuity management; Deployment management; Monitoring and event management; Release management