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.
Description:
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.
At the end of this course, 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
Content:
Module 1 - Course Introduction:
• 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
Audience:
The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains 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 Integrators
Prerequisites:
• There are no prerequisites for this course, although basic knowledge of Service Management concepts is helpful
Language:
• English course material, English / Norwegian speaking instructor
Certification:
The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL 4 service management framework. The ITIL® 4 Foundation certificate is awarded on successful completion of the exam.
• The exam is closed book with forty (40) multiple choice questions.
• The pass grade is 65% (26 out of 40 questions).
• The exam lasts 60 minutes.