ITIL 4 Foundation will:
- provide learners with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working
- explain the concepts of the service management framework to support candidates studying for the ITIL 4 Foundation exam
- act as a reference guide that practitioners can use in their work, further studies, and professional development
The guidance can be adopted and adapted for all types of organization and service. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, such as Lean, Agile and DevOps. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.
Learning Outcomes
Duration – 3 days
1) Key Concepts of Service Management
- Service, Utility, Warranty
- Customer, User, Sponsor
- Cost, Risks, Value, Outcomes, Outputs
- Service Offering, Service Relationship Management
2) 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
3) Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
4) ITIL Service Value System – purpose, components
5) Service Value Chain and Value Stream – the interconnection
6) Key ITIL Practices, their purpose, contribution to service value stream
- Information Security Management
- Relationship Management
- Supplier Management
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
- Deployment Management
- Continual Improvement
- Change Enablement
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
Technology is advancing faster today than ever before. Developments such as cloud computing, infrastructure as a service (IaaS), machine learning and blockchain have opened fresh opportunities for value creation and led to IT becoming an important business driver and source of competitive advantage. In turn, this positions IT Service Management as a key strategic capability.