ITIL® 4 Foundation

 ITIL® 4 Foundation Training Overview 

Prerequisites of this ITIL® 4 Foundation Training 

Who should attend this ITIL® 4 Foundation Training?  

• IT Managers 
• Service Desk Managers 
• System Administrators 
• Network Engineers 
• IT Consultants 
• Project Managers 
• Business Analysts 
• Anyone who want to gain ITIL® qualifications 
  
  

Learning Outcomes 

• Have an in-depth knowledge on ITIL® 
• Have knowledge on IT Service Management (ITSM) 
• Gain the skills to customise ITIL® Frameworks 
• Have the skills to create an ITIL® Framework 

Course Structure  

• In the first day, the course will cover the essential materials needed to understand ITIL® 4 
• The last day will cover the essential materials needed to take the ITIL® 4 exam 

• What is ITIL®? 
• ITIL® 4 Certification Journey 
  
• Course Objectives 
  
• About the Course 
  

• Concept of Value 
  • What Do We Mean by Value? 
    
  • Definition of Value 
    
  • What is an Organisation? 
    
  • How is Value Created Between Organisations? 
    
  • Service Relationships 
    
  • Providers and Consumers Co-Create Value 
    
• Stakeholder and Service Consumer Roles 
  
  • Stakeholders 
    
  • Service Provider Organisations 
    
  • Service Consumer Organisations 
    
  • Other Stakeholders 
    
  • How is Value Created? 
    
  • Service Consumer Roles 
    
  • Activity 
    
• Service Offerings 
  
  • What is a Product? 
    
  • What is a Service? 
    
  • What is a Service Offering? 
    
• Creating Value with Services 
  
  • Value Co-Creation 
    
  • Service Provider 
    
  • What are Service Consumers? 
    
  • What are Products and Services? 
    
  • Definitions 
    
  • What are Service Relationships? 
    
  • What is the Meaning of Service Provision? 
    
  • What is Service Consumption? 
    
  • Service Relationship Management 
    
  • How Organisations Co-Create Value? 
    
  • Service Relationship Model 
    
  • Value, Outcomes, Costs, and Risk 
    
  • Definitions 
    
  • What Can Be Described as Utility and Warranty? 
    
  • Review and Reflect 
    
  • Quiz 
    

• Four Dimensions of Service Management 
  • Holistic Approach to Service Management 
    
  • Four Dimensions of Service Management 
    
  • Organisations and People 
    
  • What the Dimension Includes? 
    
  • What is Culture, and Why is it Needed? 
    
  • What a Supportive Culture Requires? 
    
  • What to Pay Attention to? 
    
  • Organisational Complexities 
    
  • Information and Technology 
    
  • Things to Consider 
    
  • Partners and Suppliers 
    
  • Organisations and their Partners and Suppliers 
    
  • Forms of Cooperation 
    
  • What Goes into Supplier Strategy? 
    
  • What is a Value Stream? 
    
  • Value Streams and Processes 
    
  • Questions to create, deliver and improve 
• Activity 
  
• ITIL® Service Value System 
  
  • ITIL® SVS 
    
  • ITIL® SVS Inputs 
    
  • Governance 
    
  • Challenges of Silos 
    
  • Need for Continual Improvement 
    
  • Applying the SVS 
    
• Service Value Chain 
  
  • Introduction to the ITIL® Service Value Chain 
    
  • Opportunity Vs Demand 
    
  • Converting Inputs into Outputs 
    
  • Service Value Chain, its Practices, and Value Streams 
    
  • Activities 
    
  • Review and Reflect Quiz 
    

• Introduction to the Guiding Principles 
  • What is a Guiding Principle? 
    
  • Focus on Value 
    
  • How Value is Perceived? 
    
  • CX and UX 
    
  • How Would You Apply this Principle? 
    
  • Start Where You Are 
    
  • Assess Where You Are 
    
  • Role of Measurement 
    
  • Applying the Principle 
    
  • Progress Iteratively with Feedback 
    
  • Role of Feedback 
    
  • Use of Feedback Loops 
    
  • Iteration and Feedback Together 
    
  • Collaborate and Promote Visibility 
    
  • Communication and Visibility 
    
  • Key Collaboration Pairs 
    
  • Promote Visibility 
    
  • Think and Work Holistically 
    
  • Keep it Simple and Practical 
    
  • Judging What to Keep 
    
  • Conflicting Objectives 
    
  • Applying the Principle 
    
  • Optimise and Automate 
    
  • Road to Optimisation 
    
  • Using Automation 
    
  • Applying the Principle 
    
  • Activity: Case Studies 
    
• Using the Guiding Principles 
  
  • Guiding Principles in Context 
    
  • Guiding Principles Your Examples 
    
  • Principle Interaction 
    
  • Applying the Guiding Principles 
    
  • Guiding Principles: Task 
    
  • Principle Interaction 
    
  • Review and Reflect Quiz 
    
  • Extension Activity 2 
    

• Purpose of the ITIL® Practices 
  • Management Practices 
    
  • 34 ITIL® Management Practices 
    
  • General Management Practices 
    
  • Service Management Practices 
    
  • Technical Management Practices 
    
• Overview of Eight ITIL® Practices 
  
  • Eight Practices 
    
  • Information Security Management 
    
  • Contribution of Information Security Management to SVC 
    
  • Relationship Management 
    
  • Supplier Management 
    
  • Evaluating and Selecting Suppliers 
    
  • Contribution of Supplier Management to SVC 
    
  • IT Asset Management 
    
  • Contribution of IT Asset Management to SVC 
    
  • Service Configuration Management 
    
  • Contribution of Service Configuration Management to SVC 
    
  • Monitoring and Event Management 
    
  • Contribution of Monitoring and Event Management to SVC 
    
  • Deployment Management 
    
  • Approaches for Deployment 
    
  • Contribution of Deployment Management to SVC 
    
  • Release Management 
    
  • Contribution of Release Management to SVC 
    
• Key Management Practices – Part 1 
  
  • What is an Incident? 
    
  • Incident Management Guidance 
    
  • Incident Management Tools 
    
  • Incident Updates 
    
  • Types of Incidents 
    
  • Collaboration 
    
  • Swarming 
    
  • Third-Party Products and Services 
    
  • Incident Management Contribution to SVC 
    
  • Service Request Management 
    
  • What is a Service Request? 
    
  • Steps for Request Fulfilment 
    
  • Request Processes and Procedures 
    
  • Service Request Management Contribution to the SVC 
    
  • Methods of Fulfilling Requests 
    
  • Service Desk 
    
  • Automation 
    
  • Task: Service Desk ‘Pitch’ 
    
  • Service Desk Provisions 
    
  • Service Desk Support 
    
  • Service Desk Skills 
    
  • Service Desk Contribution to the SVC 
    
• Key Management Practices – Part 2 
  
  • Problem Management 
    
  • Phases of Problem Management 
    
  • Identifying a Problem 
    
  • Problem Control 
    
  • Workaround 
    
  • Error Control 
    
  • Links to Other Practices 
    
  • Interfaces 
    
  • Problem Management Contribution to the SVC 
    
  • Continual Improvement 
    
  • Applying Continual Improvement 
    
  • Continual Improvement Model 
    
  • What is the Vision? 
    
  • Where are We Now? 
    
  • Where do We Want to Be? 
    
  • CSFs and KPIs 
    
  • How do We get There? 
    
  • Take Action 
    
  • Did we Get There? 
    
  • How do We Keep the Momentum? 
    
  • Methods to Continually Improve 
    
  • Continual Improvement Activity 
    
  • Tracking 
    
  • CI Responsibility 
    
  • Continual Improvement Contribution to the SVC 
    
• Key Management Practices – Part 3 
  
  • Service Level Management 
    
  • Activity 
    
  • Service Level Agreements 
    
  • Key requirements for SLAs 
    
  • Watermelon SLA Effect 
    
  • Customer Engagement 
    
  • Customer Feedback 
    
  • Metrics 
    
  • Service Level Management Contribution to the SVC 
    
  • Change Enablement 
    
  • Define Change 
    
  • Scope of Change Enablement 
    
  • Change Authority 
    
  • Types of Change 
    
  • Scheduling 
    
  • Change Enablement Contribution to the SVC 
    
• Review and Reflect 
  
  • Quiz 
    
  • Activities 
    
  • Course Review 
    
  • What’s Next?