ITIL Foundation

An instructor-led classroom training relevant for professionals who play a role in developing, implementing and managing IT services in order to understand, create and deliver optimum business value. The ITIL framework is adopted by many organizations and millions of professionals globally. The course is based on the updated ITIL4 framework.

Extensive research has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organizations realise value. Many organisations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.

ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale.

The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.

ITIL4 provides a practical and flexible basis to support organizations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations to compete within the complex modern landscape.

Outline:

• Understand Key Concepts of Service Management
  • Service Management
  • Service and relationship with Value, Outcome, Cost and Risks
  • Service Consumers, Service Providers, Users, Customer
  • Understanding Nature and Components of Value
  • Value Co-Creation
  • Understanding Service Relationships
• 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
• ITIL Service Value System
  • Four Dimensions of Service Management
  • Components of the Service Value System including Value Chain, Governance and Practices
  • Value Chain Activities within the Value System
• ITIL Practices
  • 3 Categories of ITIL Practices
  • Purpose and detailed look at selected Practices (including):
  • Incident Management
  • Problem Management
  • Change Control
  • Service Level Management
  • Continual Improvement
  • Service Request Management
  • Service Desk
  • Information Security Management
  • Relationship Management
  • Service Configuration Management
  • Supplier Management