Course Outline
Introduction
Course Agenda (Duration: 3 days)
Day 1:
Module 1: Course Introduction
Getting to know each other
Course overview
Course learning objectives
Course structure
Course agenda
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and Benefits of ITIL 4
Exam details
Summary of key points
Module 2: Key Concepts in Service Management
Intent and Context
Key terms covered in the module
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 covered in the module
Module learning objectives
Topics Covered
The Seven Guiding Principles
Applying the Guiding Principles
Summary of Key Points
Module 4: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
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 Covered in the Module
Module Learning Objectives
Topics Covered
Overview of the Service Value System
Overview of the Service Value Chain
Module Summary
Day 3:
Module 6: Continual Improvement
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Summary of Key Points
Module 7: Overview of ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
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: Further Exploration of ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
The Practices
Module Summary
Summary and Next Steps
Requirements
Audience
ITIL 4 Foundation is ideal for individuals seeking a fundamental understanding of the ITIL framework and how it can enhance the quality of IT service management within an organization. This certification is also relevant for IT professionals working in organizations that have adopted ITIL, requiring them to understand and contribute to the overall service improvement programme.
ITIL 4 continues to support the ITSM community while extending its reach to a broader range of professionals operating in the digital world, guiding how IT interfaces with and leads broader business strategies.
Testimonials (3)
The tool, the trainer’s expertise, and the option to conduct the session remotely
Marina Dos Santos - Olisipo
Course - JIRA for Beginners
The framework of BA
Puguh - PT PLN INDONESIA POWER
Course - PMI Professional in Business Analysis (PBA) Certification Preparation
Good atmosphere, good group vibe and trainers passion.
