ITIL V4 Foundation

The Information Technology Infrastructure Library (ITIL) framework is the  the standard in IT Service Management across the globe. ITIL helps all organizations, regardless of their industry or business sector, provide their IT services using the most efficient and economical methods.

 ITIL V4 Foundation Course

 

The Information Technology Infrastructure Library (ITIL) framework is the  the standard in IT Service Management across the globe. ITIL helps all organizations, regardless of their industry or business sector, provide their IT services using the most efficient and economical methods. The framework focuses on IT Service Management best practices and efficient operations, and is used in government, commercial, and non-profit organizations.

This course covers the ITIL 4 Foundation exam (new in February 2019) which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL.

By obtaining your ITIL 4 Foundation certification, you are proofing to your  employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.

 

ITIL Version 4 explores the world’s best practice framework for IT to leverage  on the new ways of working, including Agile, LEAN, DevOps, and other innovative approaches.  This course program will help delegates learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.

 

ITIL Benefits for the professional

  • Enhances your employment prospects
  • Makes your skills more competitive
  • Proves your expertise and know how
  • Boosts your job productivity
  • Increases your standing within the IT community 

ITIL Benefits for the organization

  • Aligns IT with business needs making the former an asset to the business
  • Increases cost effectiveness and productivity
  • Improves customer service delivery
  • Improves ROI of IT services through the use of proven best practice processes
  • Offers greater visibility of IT costs and IT assets 
  • Reduces cost of recruitment and training – hiring ITIL qualified people is easier

   Expected Delegates

  • Participants who want to take and pass the ITIL 4 Foundation certification exam on the first try
  • Participants who require a basic understanding of the ITIL framework
  • Participants who want to understand how the ITIL framework can be used to enhance IT service management within their organizations
  • IT professionals or others working within an organization that utilized ITIL and who need understand the framework to contribute to an ongoing service improvement
  • Anyone who has an interest in the ITIL framework

Course Objectives

  • The ITIL Service Management System
  • The Service Value Chain
  • Continual Improvement best practices
  • Key Guiding Principles
  • Governance Requirements
  • Key ITIL Practices:
    • Incident Management
    • Service Request Fulfillment
    • Service Level Management
    • Service Desk
    • Change Control
    • Continual Improvement

 

Course Outline

 

1.   ITIL 4 Overview

  • Introduction to ITIL
  • Key Concepts of ITIL

2.   The ITIL Framework

  • The Four Dimensions of Service Management
  • The ITIL Service Value System (SVS)

3.     The 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
 

4.     The ITIL Service Value System (SVS)

  •             Governance
  •             The Service Value Chain
  •       Continual Improvement 

5.     Key ITIL Practices

  •      Continual Improvement
  •      Service Level Management
  •      Change Control
  •      Incident Management
  •      Service Request Management
  •      Service Desk
  •      Problem Management 

6.     Other ITIL Practices

  •           General Management Practices
  •           Service Management Practices
  •           Technical Management Practices
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Training Type:CoorporatePrivate

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