ITIL® Version 4 Foundation Certification

Duration: 3 Days

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, 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 version 4 best practice service value system featured in the latest 2019 guidelines.

How can I attend my course?

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.


Objectives.

You will learn how 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
  • Preparation to sit the ITIL4 foundation examination


Course Outline.

IT Service Management definitions

  • Service, Utility, Warranty, Customer, User, Service management, Sponsor.

Key concepts of value creation

Key concepts of service relationships

  • Service offering; service provision; service consumption; service relationship management.

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.

The 4 dimensions of service management

  • Organizations and people;
  • Information and technology;
  • Partners and suppliers;
  • Value streams and processes.

The ITIL service value system

  • The service value chain, its inputs and outputs, and its role in supporting value streams;
  • Service value chain elements;
  • Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support.

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.

The ITIL service value system

  • 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;  
  • The service value chain, its inputs and outputs, and its role in supporting value streams;
  • Service value chain elements;
  • Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support.

Examinations:

  • The “ITIL4 Foundation Certificate in IT Service Management” is a pre-requisite for other ITIL4 qualifications. 
  • The examination is always offered with the course and is a 1 hour, closed book, multiple choice paper of 40 questions taken on completion of the course or shortly afterwards. 
  • The pass mark is 65% (26 out of 40).

My Course Notes

You will receive a full set of course notes and all supporting materials for your course. Hard Copy Delivered to your premises or Downloaded to a chosen device.
 

     OR  

To book this course please call +44 (0) 1444 410296 or email at Info@kplknowledge.co.uk

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