ITIL 4 Foundation Certification Program

Summary

Accredited by AXELOS and PeopleCert

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.

Prerequisites

Duration

4.5 Hours/eLearning

Audience

• Everyone who is ITIL V3 Foundation Certified
• Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
• All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

Topics

• Course Introduction: ITIL 4 Foundation
• Exam Tips
• High-Level Service Management and Introduction
• Key Concepts
• Services Defined
• Service Offerings &

• The Service Relationship Model
• Axel Car Hire Example
• Critically of Value
• The Dimensions of Service Management
• Information & Technology
• Partners & Suppliers
• Value Streams and Processes
• ITIL’s Service Value System (SVS)
• SVS Components
• Overview of ITIL’s Service Value Chain (SVS)
• SVS – Plan
• SVS - Improve
• SVS - Engage
• SVS - Design & Transition
• SVS – Obtain/Build & Deliver & Support
• ITIL’s 7 Guiding Principles
• Start Where You Are
• Progress Iteratively with Feedback
• Think and Work Holistically
• Optimize & Automate
• Introduction to Key ITIL Practices
• General Management Practices
• Continual Improvement
• The Continual Improvement Model
• Continual Improvement & Guiding Principles
• Service Management Practices (SMP)
• SMP Change Control
• SMP Incident Management
• Problem Management
• SMP Service Requests Management
• SMP The Service Desk
• Service Level Management (SLM)
• Information Analysis for SLM
• Technical Management Practices
• Conclusion