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ITIL® 4 Foundation
Our ITIL® 4 Foundation course is accredited by ITIL® PeopleCert
Duration : 2 Days
Course Overview
Outline
What ‘s
Included
FAQ'sITIL® 4 Foundation Training Overview
Prerequisites of this ITIL® 4 Foundation Training
There are no formal prerequisites to attend this course.
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
- What Do We Mean by Value?
- Stakeholder and Service Consumer Roles
- Stakeholders
- Service Provider Organisations
- Service Consumer Organisations
- Other Stakeholders
- How is Value Created?
- Service Consumer Roles
- Activity
- Stakeholders
- Service Offerings
- What is a Product?
- What is a Service?
- What is a Service Offering?
- What is a Product?
- 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
- Value Co-Creation
- 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
- Holistic Approach to Service Management
- Activity
- ITIL® Service Value System
- ITIL® SVS
- ITIL® SVS Inputs
- Governance
- Challenges of Silos
- Need for Continual Improvement
- Applying the SVS
- ITIL® 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 ITIL® Service Value Chain
- 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
- What is a Guiding Principle?
- 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
- Guiding Principles in Context
- Purpose of the ITIL® Practices
- Management Practices
- 34 ITIL® Management Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
- 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
- Eight Practices
- 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
- What is an Incident?
- 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
- Problem Management
- 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
- Service Level Management
- Review and Reflect
- Quiz
- Activities
- Course Review
- What’s Next?
- Quiz
What ‘s Included
World-Class Training Sessions From Experienced Instructors
ITIL® 4 Foundation certificate
ITIL® 4 Foundation exam
Exam
ITIL® 4 Foundation Exam
Ways to take this course
Classroom Training
Face-to-face sessions led by expert instructors, fostering interactive learning experiences and collaboration among delegates.
Online Instructor-Led Training
Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.
Online Self-Paced Training
Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.
On-Site Training
Customised courses delivered at your location, tailored to your specific needs and scheduling preferences.
ITIL® 4 Foundation Calender
Worldwide Learning Experience
These courses cater to learners worldwide, offering flexible options to fit your schedule and location.
Learning Path Towards Success
Explore
Dive into our comprehensive courses to find the best fit for your career goals.
Study
Avail our high-quality learning resources to scale up your career.
Practice
Gain hands-on experience through practical exercises, assignments and case studies.
Succeed
Achieve the skill set to attain a competitive edge in the job market.
Frequently Asked Questions
Who is ITIL® 4 Training suitable for?
ITIL® 4 Training is suitable for anyone involved in IT service management, including IT professionals, project managers, business managers, and service desk staff. It's designed to enhance understanding and application of ITIL® principles across various organisational roles.
What are the benefits of ITIL® 4 Training?
ITIL® 4 Training equips individuals and organisations with the knowledge and skills to improve service delivery, optimise IT processes, and align IT services with business goals. It fosters efficiency, effectiveness, and continuous improvement in IT service management practices.
How does ITIL® 4 differ from previous versions?
ITIL® 4 introduces a holistic approach to IT service management, emphasising the integration of IT with business strategy and digital transformation. It also incorporates modern practices like Agile and DevOps, making it more adaptive and relevant to today's IT landscape.
Can ITIL® 4 Training be customised for specific organisational needs?
Yes, ITIL® 4 Training can be customised to address the unique requirements and challenges of different organisations. Training providers often offer tailored courses that focus on specific areas of ITIL® implementation or cater to particular industries and organisational contexts.
Can you confirm your course is accredited?
Yes, we are pleased to say that our course and all of its materials have been fully accredited by PeopleCert.
What is the course duration?
The duration of this course is 2 days.
Do I have to buy my own course materials?
After payment has been made you will be provided with your own courseware folder, an Introductory Overview to ITIL®, refreshments, official examination and official certificate.
How much do the exams cost?
We are happy to say that your ITIL® 4 Foundation examination is included in the overall course cost. All subsequent exam re-takes are subject to an additional fee.
Do I need to study before attending the course?
Yes, as a prerequisite, we provide pre-course work via email that we advise you to work through prior to attending.
When do I get confirmation of the course that I booked?
As soon as payment has been made and received, may it be over the phone or via our online booking system, an email will be dispatched detailing the course location, pre-course work, course agenda and payment receipt. Please keep this email for your own records.
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