We provide virtual course about ITIL® 4 Foundation - including exam (ILFN4). This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation’s digital and information systems functions with a practical understanding of the key concepts.
Course overview:
Common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL® Foundation Certificate Examination. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Course objectives:
After you complete this course you will be able to:
• Key IT service management concepts
• How ITIL guiding principles can help and organization to adopt and adapt service management
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL practices
• Sit the ITIL4 foundation examination - Sample papers are set during the class by instructors to take during the class or as homework exercises.
Course content:
Module 1 - IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor.
Module 2 - Key concepts of value creation
Module 3 - Key concepts of service relationships; service offering; service provision; service consumption; service relationship management.
Module 4 - The nature, use and interaction of 7 ITIL guiding principles; Focus on value; Start where you are; Progress iteratively with feedback; Collaborate and promote visibility; Think and work holistically; Keep it simple and practical; Optimize and automate.
Module 5 - The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes.
Module 6 - The ITIL service value system
Module 7 - The service value chain, its inputs and outputs, and its role in supporting value streams
Module 8 - Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support.
Module 9 - Detail of how the following ITIL practices support the service value chain: - Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management; Service desk; Service level management.
Module 10 - The purpose of the following ITIL practices: - Information security management; Relationship management; Supplier management; Availability management; Capacity and performance management; Service configuration management; IT asset management; Business analysis; Service continuity management; Deployment management; Monitoring and event management; Release management.
Target audience:
This course is aimed at all levels of IT professional and those involved in designing, building, delivering and managing modern digital products and services.
Prerequisites:
• There are no pre-requisites for this course
Test certification:
Recommended preparation for exam(s):
• ITIL4 Foundation Certificate in IT Service Management
This is a pre-requisite for other ITIL4 qualifications. The examination is a 1 hour, closed book, multiple choice paper of 40 questions taken after completion of the course - exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame. The pass mark is 65% (26 out of 40). Cost of the exam is included in the course fee.