ITIL FOUNDATION TRAINING COURSE
ITIL 4 provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. The fundamental objective of this course is to help participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL 4 Foundation exam.
ITIL Foundation training courses will provide you with a necessary sound understanding of best practice Service Management processes and procedures.
MINIMUM ENTRY REQUIREMENTS
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Basic Computer skills
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Familiarity in IT Service will be beneficial
TARGET AUDIENCE
The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or 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
ITIL FOUNDATION COURSE OUTLINE
Module 1: Course Introduction
Let’s Get to Know Each Other
Course Overview
Course Learning Objectives
Course Structure
Course Agenda
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
QUALIFICATION: ITIL 4 FOUNDATION CERT
Course Duration: 3 DAYS
ONLINE COURSE OPTION: YES
FULL COURSE OUTLINE
FIRST DAY
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Lesson 1 Introduction to ITIL Foundation Course.
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Lesson 2 Service Management Concepts
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Lesson 3 The Service Lifecycle
COURSE & TECHNICAL REQUIREMENT
In order to get the full benefit of and complete this programme, you are required to:
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Have a registered email account for notifications and communications
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Have access to a computer/laptop/tablet
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Have a stable internet connection
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Read documents in Adobe Acrobat PDF reader, or a similar PDF viewer
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Have access to the Microsoft Office Suite (inclusive of MS Word, Excel, PowerPoint) or Mac OS Pages Application to create and read documents, as well as have the ability to export documents into PDF files
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Use the latest version of Firefox/Internet Explorer/Chrome web browser when accessing the Virtual Learning Environment
HOW YOU WILL LEARN
This training qualification is presented through an interactive learning platform. You will receive academic support and guidance from your Course Lecturer and Academic Tutor with all Formative and Summative Assessment submissions. You will learn through diverse learning assessment activities, including:
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Accessing your programme notes via the Virtual Learning Environment
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Learning while using our rich-interactive media, such as videos, infographics, gamification tools
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Enjoying the supplementary case-study readings in each module
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Participating and collaborating in discussion forums