REASONS TO CHOOSE

The world’s leading IT service management framework

Used for IT services around the world for over 30 years

Ensures continual quality and improvement of IT services

Provides a common approach and shared terminology

Manages the entire service lifecycle from development to improvement

ITIL®️ 4 Foundation Training Course Outline

This ITIL®️ 4 Foundation course is designed to give delegates a comprehensive understanding of the ITIL®️ framework and its role in modern ITSM. The course covers the following topics:

Introduction

The role of IT Service Management as a key strategic capability within organisations hoping to stay relevant in the face of rapid advancements in technology

The structure and purpose of the new framework, ITIL®️ 4, which provide guidance around two key components: Service Value System and the Four Dimensions Model

An outline of the Service Value Chain, ITIL®️ Practices and Principles, and the elements of the Four Dimensions Model

Key Concepts of Service Management

The nature and values of Service Management, including the new focus of ITIL®️ 4 on stakeholder value, detailing the relationship between Organisations, Service Providers, Service Consumers, and other stakeholders

The management of Products and Services that organisations offer and how these are supplied with resources, in order to improve and focus Service Offerings to target consumer groups

The areas to consider when evaluating the value of service relationships with consumers, based on how they are affected by the outcomes, costs, and risks involved

The Four Dimensions of Service Management

An introduction to one of the central focuses of ITIL®️ 4, the Four Dimensions Model, and how its elements must collaborate to provide different perspectives to the Service Value Chain

Detailed outlines of the four dimensions: Organisations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. This includes the role they play in IT Service Management, their main principles and examples in relation to the ITIL®️ framework, and factors to consider within organisations

The ITIL®️ Service Value System

An introduction to the second central focus of ITIL®️ 4, Service Value System, including its purpose and relevant inputs and outputs

The relationship between the five components of the SVS model and how they interact to provide a clear framework that ensures the effective functioning of Service Management

A description of ‘silos’ and how the SVS is best used to discourage them and manage change more effectively

The ITIL®️ Guiding Principles

The seven core principles that determine how ITIL®️ operates

An explanation of how organisations must follow these principles when choosing to adopt a new ITSM framework, fully understanding the message and value, and communicating this with their stakeholders

The Service Value Chain

An operating model for service creation, delivery, and continual improvement

The six activities that form the Service Value Chain are intended to help the creation of products and services focused on value

The model is designed to be flexible and adaptable to different approaches and business needs

General Management Practices

Management practices are organisational resources designed to accomplish specific objectives

An overview of the four categories of organisational resources

Effective use of management practices will ensure businesses can put their service on the market quickly and efficiently

Service Management Principles

An overview of the various Service Management Practices designed to improve the implementation of ITIL®️ 4

Detailed outlines of Availability Management, Business Analysis, Change Control, and Release Management

The stages of Service Level Management, including defining, recording, and managing service levels

Technical Management Principles

Deployment Management is a key type of Technical Management and is designed to transfer new or changed software, hardware, processes, and documentation

Duration Of Study: 2 Months

Course Hours: 32

Two days per week everyday 2 Hours