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Training
Certificate
Course Information
Course Name
ITIL® 4: ITIL® 4 Foundation
Exam code
EX0-001
Duration
3 Days
Overview
Audience Profile
Prerequisities
At Course Completion
Course Outline
Overview
ITIL® is the world’s leading best practice framework for implementing IT Service Management. Organizations use ITIL® to plan, implement, support and improve services and create value for their customers. In this course you will learn the Foundational knowledge and skills for adopting and adapting best practices for ITSM in your organization.
Exam voucher is included in the training’s price.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Overview
Overview
ITIL® is the world’s leading best practice framework for implementing IT Service Management. Organizations use ITIL® to plan, implement, support and improve services and create value for their customers. In this course you will learn the Foundational knowledge and skills for adopting and adapting best practices for ITSM in your organization.
Exam voucher is included in the training’s price.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Audience Profile
Audience Profile
This course is designed for anyone who would like a foundational understanding of IT Service Management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.
This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.
Prerequisities
None
At Course Completion
At Course Completion
The course will help you to understand:
- how modern IT and digital service organizations operate
- how value streams increase speed and efficiency
- how cultural or behavioural principles guide work that benefits the wider organization
- how to use commonly used service management terms and concepts
Course Outline
Course Outline
Module 1: ITIL® 4 Overview
Topic A: Structured Benefits
Topic B: The Service Value System
Topic C: Four Dimensions of Service Management
Module 2: Key Concepts of ITIL®
Topic A: What is Service Management?
Topic B: Service Relationships
Topic C: Creating Value
Module 3: The Four Dimensions of Service Management
Topic A: A Holistic Approach to Value Delivery
Topic B: Organizations and People
Topic C: Informational Technology
Topic D: Partners and Suppliers
Topic E: Value Streams and Processes
Topic F: External Factors
Module 4: The ITIL® Service Value System (SVS)
Topic A: Guiding Principles
Topic B: Governance
Topic C: Service Value Chain
Topic D: Practices
Topic E: Continual Improvement
Module 5: The ITIL® Guiding Principles
Topic A: Focus on Value
Topic B: Start Where You Are
Topic C: Progress Iteratively with Feedback
Topic D: Collaborate and Promote Visibility
Topic E: Think and Work Holistically
Topic F: Keep It Simple and Practical
Topic G: Optimize and Automate
Topic H: Principle Interaction
Module 6: Governance
Topic A: Governing Bodies
Topic B: Governance Activities
Topic C: The Role of Governance in the SVS
Module 7: The Service Value Chain
Topic A: Plan
Topic B: Improve
Topic C: Engage
Topic D: Design and Transition
Topic E: Obtain and Build
Topic F: Deliver and Support
Module 8: Continual Improvement
Topic A: The Model, the Value Chain, and Practice
Topic B: Continual Improvement Model
Topic C: Continual Improvement and the Guiding Principles
Topic D: Theory of Constraints
Module 9: Key ITIL® Practices
Topic A: Introduction to ITIL® Practices
Topic B: Continual Improvement
Topic C: Service Level Management
Topic D: Change Control
Topic E: Incident Management
Topic F: Service Request Management
Topic G: Service Desk
Topic H: Problem Management
Module 10: Other ITIL® Practices
Topic A: General Management Practices
Topic B: Service Management Practices
Topic C: Technical Management Practices
