ITIL® v4 Foundation

Course Description

ITIL® 4 Foundation is one of the widely-recognized entry-level certification courses provided by AXELOS in the IT Service Management category. With widespread digital transformation, enterprises needed an ITSM framework that took into account the evolving trends in the market. This resulted in the transition from ITIL® V3 to ITIL® 4 which provides a holistic operating model to deliver tech-enabled products services. This 3-day ITIL® Foundation course is ideal for professionals who are looking to gain a basic understanding of the ITIL® framework and enhance their IT Service Management strategy in an organization.

ITIL® (Information Technology Infrastructure Library) is a de-facto standard used worldwide to efficiently run IT Service Management processes globally. AXELOS in 2019 made a major change in transitioning ITIL® v3 to ITIL® 4 to address the gaps it had previously to accommodate the evolving technologies and transformation challenges in IT enterprises. Now, ITIL® 4 provides an end-to-end facilitation guide towards co-creation of value to both consumers and stakeholders by delivering high-quality products and services.

In this regard, the ITIL® 4 Foundation certification is the entry-level certification for IT professionals to enter into the world of ITIL® 4. Previously ITIL® certified professionals have to take the ITIL® 4 Foundation Bridge course to understand the major changes that have been implemented. ITIL® 4, in its latest version, clearly focuses on the new ITIL® 4 guiding principles, four dimensions of service management, key concepts of other popular methodologies in Agile, DevOps, and Lean.

Objectives

Participants who take part in the ITIL® 4 Foundation training will learn about:

• An overview of ITIL® 4 guiding principles
• Identifying opportunities to implement IT best practices using ITIL® 4 framework
• ITIL® 4 terminology and concepts and use similar language with other IT teams
• Service value system
• Service value chain activities and how they interconnect with other processes
• 4 new dimensions of Service Management
• Understanding the importance of IT services and business integration
• Continual Improvement and its benefits
• How to clear your ITIL® 4 Foundation exam on the first attempt

Target Audience

Job roles that can take up ITIL® v4 training include, but are not limited to:

• IT Managers
• IT Project Managers
• Network Operators
• IT Suppliers
• Help Desk Managers
• Incident Managers
• System Analysts
• System Administrators
• Security Managers
• IT Operations Manager
• Database Administrators
• IT Professionals who are part of ITSM improvement tasks
• Anybody who wants to gain knowledge of the all-new ITIL® 4 best practices
• Anybody who is looking to clear their ITIL® 4 Foundation certification exam

Prerequisites

• There are no prerequisites to take up the ITIL® 4 Foundation certification exam. However, it is recommended that participants take up ITIL® 4 Foundation course from an Accredited Training Provider
• It is recommended that participants have at least 1-2 years of experience in working for an IT-based company, but not mandatory

Duration

• 24 Hours

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:

1. Continual Improvement (including continual improvement model)
2. Change control
3. Incident management
4. Problem Management
5. Service request management
6. Service desk
7. Service level management

• The purpose of the following ITIL practices
• 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