ITIL® 4 Training

IT Chapter is qualified to deliver the entire schema of ITIL^® 4 training, including certification courses and workshops. In addition, we can accommodate you in terms of language, as we serve you in English and French!

What is Included in the Course?

• Student manual to prepare for the exam in PDF format, downloadable and printable

• Study diagrams in PDF format are downloadable and printable

• Two interactive simulation exams and one quiz

• Exam voucher to redeem in PeopleCert for the ITIL® 4 Foundation certification exam

• AXELOS eBook.

Course Objectives

The ITIL® 4 Foundation distance learning course with IT Chapter is an opportunity for participants to acquire the fundamental knowledge of the ITIL® 4 methodology and prepare for the official and globally recognized AXELOS certification

Upon completion of the course, the participant will be able to implement the following seven competencies:

• Understand the key concepts of ITIL® Service Management

• Understand how the ITIL® Guiding Principles can help an organization adopt and adapt ITIL® Service Management

• Understand the four dimensions of ITIL® Service Management

• Understand the purpose and components of the ITIL® Service Value System

• Understand the activities of the Service Value Chain and their interconnection

• Understand the key concepts of continuous improvement

• Master the different ITIL® practices and their contribution to value chain activities

Content

Summary of the Course

ITIL® 4 is a recognized professional certification system that enables organizations and individuals to get the most out of IT and digital services. It helps to better define the service provider's direction with a clear capability model and align business strategy with customer needs.

ITIL® 4 offers comprehensive, practical, and proven guidelines for implementing a service management system while providing a common glossary of terms for organizations using IT services.

The value of ITIL® 4

In an environment of unprecedented change characterized by digital transformation, organizations must be more agile and willing to adopt new ways of working to succeed. ITIL® 4, through its structure, helps organizations to connect and align the various challenges that concern not only ITSM professionals but also a range of specialists working in the digital world.

ITIL® 4 further develops previous versions by providing a practical and flexible foundation to help organizations in their transformation process. The new version presents an integral IT/digital operating model for the delivery and operation of technology products and services. This enables IT teams to continue to play a critical role within a broader business strategy.

What is in it for you?

• Lead with business as peers by playing a proactive role in shaping business strategy and sharing ownership for business results.

• Use portfolio management disciplines and techniques to optimize realized business value.

• Understand the principles of effective and persuasive communication

What is this about?

The objective of this course is to help you get a good understanding of the key concepts of service management and the ITIL® 4 service management framework and prepare you for the exam. This package includes the course material you need for your preparation, downloadable coloured diagrams, a comprehensive student manual, downloadable study cards, two interactive practice exams allowing you to simulate a real online exam, and the actual exam voucher. After this learning experience, you will be able to relate ITIL to your own work environment.

The ITIL 4 Foundation Certification is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery, and continual improvement of tech-enabled products and services. The ITIL 4 Foundation certification is also a pre-requisite for individuals wishing to achieve the ITIL 4 Managing Professional, ITIL 4 Strategic Leader, or ITIL Master certifications.

The ITIL® 4 Foundation training with IT Chapter is a 2-day training course with an online exam

The course is based on the AXELOS specifications for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help participants understand the key concepts of Service Management and the ITIL® 4 management framework and to prepare for the exam

In addition, we provide an enriching learning experience that helps participants fully understand ITIL® 4 and relate ITIL® to their own work environment

Course Plan

Module 1: Introduction

• Course Overview

• Course Learning Objectives

• Course Structure

• Course Agenda

• Introduction to IT Service Management in the modern world

• Introduction to ITIL 4

• Exam Details

Module 2: Key concepts of Service Management

• Value creation and co-creation

• Value: Service, Products and Resources

• Service relationships

• Value: outcomes, costs and risks

Module 3: The Four Dimensions of Service Management

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

• External factors and the PESTEL model

Module 4: The Service Value System (SVS)

• Overview of the Service Value System

Module 5: The Service Value Chain

6: Guiding Principles

• The Seven Guiding Principles

• Guiding Principles Interaction

Module 7: Overview of ITIL® Practices

• The purpose of ITIL® practices

• Continual improvement

• Change Enablement

• Incident Management

• Problem Management

• Service Request Management

• Service Desk Management

• Service Level Management