Information Technology Infrastructure Library (ITIL 4) Foundation

Course Overview

ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps.

ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

Course Schedule

Request Group Training

Target Audience

ITIL Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

The certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement program.

This may include but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

No specific requirements

Expected Accomplishments

This course covers key concepts of service management, the four dimensions of service management, the ITIL service value system,Service value chain, ITIL management practices.

ITIL 4 Foundation candidates will have an understanding of the following:

A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
The guiding principles of ITIL 4
The four dimensions of Service Management
Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Course Outline

1. Understand the key concepts of service management

1.1 Recall the definition of:

a) Service

b) Utility

c) Warranty

d) Customer

e) User

f) Service management

g) Sponsor

1.2 Describe the key concepts of creating value with services:

a) Cost

b) Value

c) Organization

d) Outcome

e) Output

f) Risk

g) Utility

h) Warranty

1.3 Describe the key concepts of service relationships:

a) Service offering

b) Service relationship management

c) Service provision

d) Service consumption

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

2.1 Describe the nature, use and interaction of the guiding principles

2.2 Explain the use of the guiding principles

a) Focus on value

b) Start where you are

c) Progress iteratively with feedback

d) Collaborate and promote visibility

e) Think and work holistically

f) Keep it simple and practical

g) Optimize and automate)

3. Understand the four dimensions of service management

3.1 Describe the four dimensions of service management:

a) Organizations and people

b) Information and technology

c) Partners and suppliers

d) Value streams and processes

4. Understand the purpose and components of the ITIL service value system

4.1 Describe the ITIL service value system

5. Understand the activities of the service value chain, and how they interconnect

5.1 Describe the interconnected nature of the service value chain and how this supports value streams

5.2 Describe the purpose of each value chain activity:

a) Plan

b) Improve

c) Engage

d) Design & transition

e) Obtain/build

f) Deliver & support

6. Know the purpose and key terms of 15 ITIL practices

6.1 Recall the purpose of the following ITIL practices:

a) Information security management

b) Relationship management

c) Supplier management

d) IT asset management

e) Monitoring and event management

f) Release management

g) Service configuration management

h) Deployment management

i) Continual improvement

j) Change control

k) Incident management

l) Problem management

m) Service request management

n) Service desk

o) Service level management

6.2 Recall definitions of the following ITIL terms:

a) IT asset

b) Event

c) Configuration item

d) Change

e) Incident

f) Problem

g) Known error

7. Understand 7 ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

a) Continual improvement including:

- The continual improvement model

b) Change control

c) Incident management

d) Problem management

e) Service request management

f) Service desk

g) Service level management