ITIL 4 Foundation Training Course

Our ITIL® 4 Foundation training course will enable you to understand a new way to look at IT Service Management (ITSM) through a Service Value System (SVS).

Our ITIL® 4 Foundation training course will educate you on how to manage IT services and achieve business value within an enterprise.

It is a widely accepted approach in IT Service Management (ITSM) and will introduce you to the core principles of ITIL® best practices and concepts.

Who Should Attend:

Our ITIL® 4 Foundation training course is suitable for those working in IT who are interested in IT Service Management (ITSM) or those who want to apply ITIL® best practice principles across an enterprise. 

As ITIL® 4 Foundation is the entry-point into the ITIL® 4 certification pathway, it is applicable to anyone working in IT. It’s also intended for the following roles:

• IT Service Managers
• Service Desk Analysts
• Service Desk Managers
• Incident Managers
• Problem Managers
• Change Managers
• Deployment Managers
• Release Managers
• Service Asset Managers
• Business Analysts
• Enterprise Architects
• Transition Managers
• Service Delivery Managers
• Service Level Managers
• Business Relationship Managers
• Service Integrators
• Project Managers

ITIL 4 Foundation Syllabus:

• Our ITIL® 4 Foundation level training course will cover the following topics:
• 1. To be able to Uunderstand the key concepts of IT service management (ITSM).
• 1.1 Recall and understand the ITIL® 4 definitions of:
• Service (a means of delivering value to customers by facilitating desired outcomes without ownership of specific costs and risks)
• Utility (the functionality or capability provided by a service that meets the needs of customers and supports their desired outcomes)
• Warranty (the assurance that a service will perform as agreed, providing customers with confidence in its reliability and meeting specified quality standards)
• Customer (the recipient of a service. They define the requirements and determine the value of the service delivered)
• User (an individual who utilises IT services to perform their tasks, typically interacting directly with the service and its components)
• Service management (set of activities, processes, and capabilities used to deliver value through services, focusing on meeting customer needs and achieving business outcomes effectively)
• Sponsor (an individual or group responsible for providing financial or organisational support for a service or project)
• 1.2 Describe the key concepts of creating value with:
• Cost
• Value
• organisation
• Outcome
• Output
• Risk
• Utility
• Warranty
• 1.3 Describe the key concepts of service relationships:
• Service offering – the creation, management, and delivery of services that meet customer needs, align with business objectives, and drive value.
• Service relationship management – establishing and nurturing positive relationships with customers, stakeholders, and service providers to ensure successful service delivery and customer satisfaction.
• Service provision – processes, resources, and activities involved in delivering and supporting services to meet customer needs and expectations effectively.
• Service consumption – the utilisation of services by customers to meet their specific needs and achieve desired outcomes effectively and efficiently.
• 2. Understand how the ITIL® 4 7 guiding principles can help an organisation adopt and adapt service management
• 2.1 Describe the attributes, adoption and interaction of the ITIL 7 guiding principles
• 2.2 Explain the use of the 7 guiding principles
• Focus on value (delivering value to your customers and stakeholders)
• Start where you are (build upon your existing capabilities, resources, and processes)
• Progress iteratively with feedback (continuously learning and adapting based on feedback and experiences)
• Collaborate and promote visibility (promoting visibility across your organisation to enable better decision-making and problem-solving)
• Think and work holistically (understand the end-to-end nature of services, the dependencies between processes, and the impact of decisions on your entire IT ecosystem)
• Keep it simple and practical (Simplicity and practicality should be prioritised when designing and implementing ITSM practices)
• Optimise and automate (optimisation and automation to improve the overall efficiency and effectiveness of ITSM practices)
• 3. Understand the four dimensions of IT service management
• 3.1 Describe the four dimensions of IT service management:
• Organisations and people – Focus on culture, roles, skills, and teamwork to enable effective service management practices.
• Information and technology – Utilise technology and information to deliver services and enable business outcomes.
• Partners and suppliers – Collaborate with external partners and suppliers to optimise service delivery and meet customer needs.
• Value streams and processes – Define and manage end-to-end value streams and processes to create, deliver, and support services efficiently.
• 4. Understand the purpose and components of the ITIL® 4 service value system (SVS)
• 4.1 Describe the ITIL® 4 service value system
• 5. Understand the activities of the service value chain (SVC), and how they interconnect
• 5.1 Describe the interconnected nature of the service value chain and how this supports value streams
• 5.2 Describe the inputs, outputs, and purpose of each value chain activity:
• and more