Enjoy the best in ITIL 4 Foundation Training

In this course, you will identify, describe, and analyze all components of the ITIL 4 IT service management approach.

You will:

• Learn key IT service management concepts
• Understand the ITIL 4 service management framework
• Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
• Understand ITIL’s 7 Guiding Principles
• Get an introduction to ITIL 4’s Management Practices

This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.

Module 00: Course Introduction: ITIL® 4 Foundation

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02:  High-Level Service Management & Key Elements of ITIL 4

• Where are Services and Service Management Today?
• Introduction to the Key Elements of ITIL 4:
• Service Value System (SVS)
• Four Dimensions Model

Module 03: ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Module 04: Service – Definition & Keys Features

• What is a Service?
• Service Provision
• Service Offering
• Service Relationship Management
• Organizational Service Management

Module 05: Service Offerings & Relationship 

• Goods
• Provisioning
• Consumption

Module 06: Putting it All Together 

• Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

• Value
• Value Co-Creation
• Utility
• Warranty
• Cost
• Outcome
• Output
• Risk

Module 09: Critically of Value

• Utility 
• Warranty

Module 10: The Dimensions of Service Management

• Overview of the Four Dimensions
• Organizations & People
• Information & Technology
• Partners & Suppliers
• Value Streams & Processes
• Organization & People
• Culture

Module 11: Key Features of Information & Technology 

• The Changing Role of Technology
• The Value of Technology
• The Importance of Data 

Module 12: Partners & Suppliers

• Making it All Work
• Partners & Suppliers
• Contracts and Agreements

Module 13: Value Streams and Processes 

• The Service Value System
• The Service Value Chain
• Value Streams
• Processes

Module 14: Introduction to ITIL’s Service Value System (SVS)

• The Objectives
• The Purpose
• Overview

Module 15: Service Value System Components

• Governance
• Practices
• Service Value Chain
• The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

• Value Chain Activities
• What’s included, What’s not
• Triggers
• Service value Streams
• Key Exam Tip

Module 17: Service Value Chain – Plan

• The Purpose
• What’s Included

Module 18: Service Value Chain – Improve

• The Purpose
• What’s Included

Module 19: Service Value Chain – Engage

• The Purpose
• What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – Obtain/Build & Deliver & Support

• The Purpose
• What’s Included

Module 22: ITIL’s 7 Guiding Principles

• What They Do
• How They Help
• What They Are
• Exam Tip
• Focus on Value

Module 23: Start Where You Are

• Definition
• How it Works

Module 24: Progress Iteratively with Feedback

• Definition
• Application
• Collaborate & Promote Visibility
• Definition
• Application
• Agile, Lean & DevOps

Module 25: Think and Work Holistically

• Definition
• Implications
• Keep it Simple and Practical
• Why Simple is Important
• Practical Solutions

Module 26: Optimize & Automate

• Technology VS. Human Oversight
• Benefits of Automation

Module 27: Introduction to Key ITIL Practices

• Introduce the Concept of a “Practice”
• Introduce the Three Groups of ITIL Practices
• General Management
• Service Management
• Technical Management

Module 28: General Management Practices

• Purpose Statements
• Information Security Management
• Relationship Management
• Supplier Management

Module 29: Continual Improvement

• The Purpose
• The Scope
• Key Activities
• Methods and Models
• Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

• What Does it Say?
• How it Works

Module 31: Continual Improvement & Guiding Principles

• The Details
• Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

• Discuss the Purpose of:
• IT Asset Management
• Monitoring and Event Management
• Release Management
• Service Configuration Management

Module 33: Service Management Practices – Change Control

• The Definition
• The Importance of Change Enablement
• Emergency Change

Module 34: Service Management Practices – Incident Management

• The Definition
• The Purpose
• The Process

Module 35: Service Management Practices – Problem Management

• The Purpose
• The Definition
• Phases

Module 36: Service Management Practices – Service Requests Management

• The Definition
• The Purpose
• Types of Requests
• Guidelines

Module 37:  Service Management Practices – The Service Desk

• The Purpose
• The Function
• Practical Application

Module 38: Service Level Management (SLM)

• The Purpose
• The Definition
• Skills and Competencies

Module 39: Information Analysis for Service Level Management

• The Process
• Information Sources

Module 40: Technical Management Practices

• Discuss the Purpose of:
• Deployment Management
• Review the Discussed ITIL Practices

Module 41: Conclusion

• Review Exam Content
• Final Thoughts on Taking the Exam

Some level of work experience in IT service support or IT service delivery is highly recommended.