Course Outline
Introduction
Course Agenda (Duration 3 days)
Day 1:
Module 1: Course Introduction
Getting to know each other
Course overview
Learning objectives
Course structure
Agenda
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and Benefits of ITIL 4
Exam details
Key points summary
Module 2: Service Management Key Concepts
Intent and Context
Key terms covered in the module
Module learning objectives
Value and Value Co-Creation
Value: Services, Products, and Resources
Service Relationships
Value: Outcomes, Costs and Risks
Module Summary
Day 2:
Module 3: The Guiding Principles
Intent and Context
Identifying Guiding Principles
Key terms covered in the module
Module learning objectives
Topics Covered
The Seven Guiding Principles
Applying the Guiding Principles
Summary Key Points
Module 4: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Organizations and People
Information and Technology
Partners and Suppliers
Value Stream and Processes
External Factors and the Pestle Model
Module Summary
Module 5: Service Value System
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Overview of Service Value System
Overview of the Service Value Chain
Module Summary
Day 3:
Module 6: Continual Improvement
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Summary Key Points
Module 7: Overview of ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
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
Module Summary
Module 8: More on the ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
The Practices
Module Summary
Summary and Next Steps
Requirements
Target Audience
ITIL 4 Foundation is ideal for individuals seeking a fundamental understanding of the ITIL framework and its application in enhancing IT service management quality within an organization. It is also relevant for IT professionals working in organizations that have adopted ITIL, as they need to contribute to and stay informed about the overall service improvement initiatives.
ITIL 4 continues to support the ITSM community while broadening its scope to a wider range of professionals in the digital realm, guiding how IT interfaces with and drives broader business strategy.
Testimonials (1)
Understanding that in project management is more about tailoring and assessing each situation than just deciding what to do next.
