ITIL® 4 Foundation: In-House Training
ITIL® 4 is built on the established core of best practice in the ITIL® guidance. ITIL® 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL® 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
The ITIL® 4 Foundation is based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL® 4 service management framework and prepare for the ITIL® 4 Foundation exam.
In addition, this course offers a rich learning experience that helps the participants relate ITIL® to their own work environment. The course includes a case study (based on a fictitious organization, 'Axle Car Hire') that will help the participants understand and experience the ITIL® guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.
What You Will Learn
At the end of this program, you will be able to:
Understand the key concepts of ITIL® service management
Understand how ITIL® guiding principles can help an organization to adopt and adapt ITIL® service management
Understand the four dimensions of ITIL® service management
Understand the purpose and components of the ITIL® service value system, and activities of the service value chain, and how they interconnect
Understand the key concepts of continual improvement
Learn the various ITIL® practices and how they contribute to value chain activities
Course Introduction
Let's Get 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
Case Study: Axle Car Hire
Case Study: Meet the Key People at Axle
Case Study: The CIOs Vision for Axle
Exam Details
ITIL® 4 Certification Scheme
Service Management - Key Concepts
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Value and Value Co-Creation
Value: Service, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks
Exercise: Multiple-Choice Questions
The Guiding Principles
Intent and Context
Identifying Guiding Principles
Key Terms Covered in the Module
Module Learning Objectives
The Seven Guiding Principles
Applying the Guiding Principles
Exercise: Multiple-Choice Questions
The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
The Four Dimensions and Service Value System
Module Learning Objectives
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model
Exercise: Multiple-Choice Questions
Service Value System
Intent and Context
Service Value System and Service Value Chain
Module Learning Objectives
Overview of Service Value System
Overview of the Service Value Chain
Exercise: Multiple-Choice Questions
Continual Improvement
Intent and Context
Key Terms Covered in the Module
Introduction to Continual Improvement
Module Learning Objectives
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Exercise: Multiple-Choice Questions
The ITIL® Practices
Intent and Context
ITIL® Management Practices
Key Terms Covered in the Module
Module Learning Objectives
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
Purpose of ITIL® Practices
Exercise: Crossword Puzzle