ITIL

ITIL 4 Foundations

Course Length: 2 days
Credits Earned: 14 PDU credits

ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.

What You Will Accomplish

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

Who Should Attend

This course is suitable for all IT Management and Staff who need to understand the aspects of the ITIL Service Value System and their role in provisioning quality services for their customers.

Course Outline

1: ITIL 4 Overview

    1. Introduction to ITIL
    2. Key Concepts of ITIL

2: The ITIL Framework

    1. The Four Dimensions of Service Management
    2. The ITIL Service Value System (SVS)

3: The ITIL Guiding Principles

    1. Focus on Value
    2. Start Where You Are
    3. Progress Iteratively with Feedback
    4. Collaborate and Promote Visibility
    5. Think and Work Holistically
    6. Keep It Simple and Practical
    7. Optimize and Automate

4: The ITIL Service Value System (SVS )

    1. Governance
    2. The Service Value Chain
    3. Continual Improvement

5: Key ITIL Practices

    1. Continual Improvement
    2. Service Level Management
    3. Change Control
   4. Incident Management
   5. Service Request Management
    6. Service Desk
    7. Problem Management

6: Other ITIL Practices

    1. General Management Practices
    2. Service Management Practices
    3. Technical Management Practices

Prerequisites

None

ITIL 4 Foundations Exam

A voucher for a 1-hour, 40 question, closed book multiple choice examination is provided with this class. For private classes an exam administered by an independent proctor at the end of the course can be arranged. Certification is through Peoplecert.