ITIL 4 Foundation - Pro

Course Description :

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 “Pro” is a 2-day classroom room 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, the “Pro” edition offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. This 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.

Course Outline :

Module 1: Course Introduction

Course Overview

Course Learning Objectives

Course Structure

Course Agenda

Introduction to IT Service Management in the Modern World

Introduction to ITIL 4

Case Study: Axle Car Hire

Case Study: The CIOs Vision for Axle

Exam Details

Module 2: Service Management: Key Concepts

Value and Value Co-Creation

Value: Service, Products, and Resources

Service Relationships

Value: Outcomes, Costs, and Risks

Module 3: The Guiding Principles

The Seven Guiding Principles

Applying the Guiding Principles

Module 4: The Four Dimensions of Service Management

Organizations and People

Information and Technology

Partners and Suppliers

Value Streams and Processes

External Factors and Pestle Model

Module 5: Service Value System

Overview of Service Value System

Overview of the Service Value Chain

Module 6: Continual Improvement

Introduction to Continual Improvement

The Continual Improvement Model

Relationship between Continual Improvement and Guiding Principles

Module 7: Overview of ITIL Practices

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

Target Audience :

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

IT Support Staff

IT Consultants

Business Managers

Business Process Owners

IT Developers

Service Providers

System Integrator

Learning Objectives :

At the end of this course, participants 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 Agenda :

Day 1

Module 1 Course Introduction and Recap of ITIL 4 based on pre-reading

Module 2 Service Management: Key Concepts

Module 3 The Guiding Principles

Module 4 The Four Dimensions of Service Management

Module 5 The Service Value System and Service Value Chain - Part 1

Day 2

Module 5 The Service Value System and Service Value Chain - Part 2

Module 6 Continual Improvement

Module 7 Overview of ITIL Practices – Part 1

Exam Preparation Guide/ Mock Exam