Course Outline
Introduction
Course Agenda (3-Day Duration)
Day 1:
Module 1: Course Introduction
Icebreaker and participant introductions
Course overview
Learning objectives
Course structure
Agenda review
Introduction to IT Service Management in the Modern Era
Overview of ITIL 4
Structure and benefits of ITIL 4
Examination details
Key takeaways
Module 2: Core Service Management Concepts
Intent and context
Key terminology
Learning objectives
Value and the concept of co-creation
Value elements: Services, Products, and Resources
Service relationships
Value elements: Outcomes, Costs, and Risks
Module recap
Day 2:
Module 3: Guiding Principles
Intent and context
Identifying guiding principles
Key terminology
Learning objectives
Covered topics
The Seven Guiding Principles
Application of guiding principles
Key takeaways
Module 4: The Four Dimensions of Service Management
Intent and context
The four dimensions
Key terminology
Learning objectives
Covered topics
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External factors and the PESTLE model
Module recap
Module 5: Service Value System
Intent and context
Key terminology
Learning objectives
Covered topics
Service Value System overview
Service Value Chain overview
Module recap
Day 3:
Module 6: Continual Improvement
Intent and context
Key terminology
Learning objectives
Covered topics
Introduction to Continual Improvement
The Continual Improvement Model
Linkages between Continual Improvement and Guiding Principles
Key takeaways
Module 7: Overview of ITIL Practices
Intent and context
Key terminology
Learning objectives
Covered topics
Purpose of ITIL practices
Continual Improvement practice
Change Control practice
Incident Management practice
Problem Management practice
Service Request Management practice
Service Desk practice
Service Level Management practice
Module recap
Module 8: Further Insights on ITIL Practices
Intent and context
Key terminology
Learning objectives
Covered topics
Detailed exploration of practices
Module recap
Summary and Next Steps
Requirements
Target Audience
ITIL 4 Foundation is ideal for individuals seeking a fundamental understanding of the ITIL framework and its role in elevating the quality of IT service management within an organization. It is also relevant for IT professionals operating within organizations that have adopted ITIL, requiring them to understand and contribute to overarching service improvement initiatives.
ITIL 4 continues to support the ITSM community while broadening its reach to a wider array of professionals in the digital landscape, guiding how IT interacts with and steers broader business strategy.
Testimonials (1)
Understanding that in project management is more about tailoring and assessing each situation than just deciding what to do next.
