ITIL V4 Foundation

The ITIL4® Foundation training course is the very latest 'Best Practice guidance for IT Service Management. It gives a broad understanding of the very latest concepts and terminology used in Service Management worldwide.

What Will I Learn?

At the end of this 3-day ITIL4 Foundation course, you will have an understanding of the following:

• High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes     and functions map to the new ITIL 4 model

• The seven Guiding Principles of ITIL 4

• ITIL’s new Service Value Chain

• The four dimensions of Service Management

• The 34 ITIL practices, with a focus on 18 of these

• Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value.

Course Content

The ITIL4 Foundation course will cover the following:

• Understand the key concepts of service management

  • Recall the definition of: A Service, Utility & Warranty. Customers & Users. Service management

  • Describe the key concepts of creating value with: Cost, Value, Organization, Outcome, Output, Risk, Utility &Warranty.

  • Describe the key concepts of service relationships: Service offering. Service Relationship Management, Service provision & Service consumption.

• Understand how the ITIL guiding principles can help an organization adopt and adapt service management.

• Describe the nature, use and interaction of the 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

• Understand & describe the four dimensions of service management:

  • Organizations and people

  • Information and technology

  • Partners and suppliers

  • Value streams and processes

  • Understand the purpose and components of the ITIL service value system

  • Understand the activities of the Service Value Chain, and how they interconnect

• Describe the inputs, outputs and purpose of each value chain activity:

  • Plan

  • Improve

  • Engage

  • Design & transition

  • Obtain/build

  • Deliver & support

• Know the purpose and key terms of 15 ITIL practices

• Recall definitions of the relevant ITIL terms.

• Understand the following 7 ITIL practices and explain in detail how they fit within the service value chain:

  • Continual improvement

  • Change control

  • Incident management

  • Problem management

  • Service request management

  • Service desk

  • Service level management