Course Outline
Introduction
Course Agenda (3-Day Duration) Day 1: Module 1: Course Introduction - Getting to know each other - Course overview and structure - Learning objectives and agenda - Introduction to IT Service Management in the Modern World - Introduction to ITIL 4, including its structure and benefits - Exam details and key summary points Module 2: Service Management Key Concepts - Intent and Context - Key terms and module learning objectives - Value and Value Co-Creation - Value: Services, Products, and Resources - Service Relationships - Value: Outcomes, Costs, and Risks - Module Summary
Day 2: Module 3: The Guiding Principles - Intent and Context - Identifying Guiding Principles - Key terms and module learning objectives - The Seven Guiding Principles - Applying the Guiding Principles - Summary Key Points Module 4: The Four Dimensions of Service Management - Intent and Context - The Four Dimensions - Key Terms and Module Learning Objectives - Organizations and People - Information and Technology - Partners and Suppliers - Value Stream and Processes - External Factors and the PESTLE Model - Module Summary
Module 5: Service Value System - Intent and Context - Key Terms and Module Learning Objectives - Overview of Service Value System - Overview of the Service Value Chain - Module Summary Day 3: Module 6: Continual Improvement - Intent and Context - Key Terms and Module Learning Objectives - Introduction to Continual Improvement - The Continual Improvement Model - Relationship between Continual Improvement and Guiding Principles - Summary Key Points Module 7: Overview of ITIL Practices - Intent and Context - Key Terms and Module Learning Objectives - Purpose of ITIL Practices - The Continual Improvement Practice - The Change Control Practice - The Incident Management Practice - The Problem Management Practice - The Service Request Management Practice - The Service Desk Practice - The Service Level Management Practice - Module Summary
Module 8: More on the ITIL Practices - Intent and Context - Key Terms and Module Learning Objectives - Detailed Look at the Practices - Module Summary
Summary and Next Steps
Requirements
Target Audience
The ITIL 4 Foundation course is ideal for individuals seeking a foundational understanding of the ITIL framework and its application in enhancing IT service management quality within organizations. It is also relevant for IT professionals working in organizations that have adopted ITIL, who need to understand and contribute to the broader service improvement programs.
ITIL 4 extends its support to the broader ITSM community, catering to a wider range of professionals in the digital landscape. It guides how IT interfaces with and leads wider business strategy, ensuring alignment with organizational goals.
Testimonials (2)
The key concepts of service management and improvement
Course - ITIL4 Foundation
Clarify many already known concepts, gave them a context.
