Realdolmen Education

Details

ITIL® Foundation 4

Start date Starting time Course Days Language Location Price (Excl. VAT) Enroll
08-11-2022 09:00 ITIL® Foundation 4 2 EN Huizingen 900.00

Duration

2 day(s)

Audience

The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators

Prerequisites

None, although a familiarity with IT service delivery will be beneficial.

Objectives

The ITIL® 4 Foundation course is a 2-day classroom room based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® 4 Foundation exam.

Methods

Instructor-led workshop.

Description

This 2-day course provides learners an extensive introduction to the core concepts of ITIL 4. With the help of ITIL 4 concepts and terminology, group discussions, case study-based activities, and examples included in the course, you will acquire the ITIL 4 Foundation certification from the accredited training organization. This course is designed to provide learners an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organization as a whole with the ITIL 4 guidance. The course will inspire you to serve as a change champion by sharing and using what you have learned, and continue to learn, about ITIL 4 to lead and mentor others

Contents

Module 1: Course Introduction

  • Let’s Get to Know Each Other
  • Course Overview
  • Course Learning Objectives
  • Course Structure
  • Course Agenda
  • Introduction to IT Service Management in the Modern World
  • Introduction to ITIL 4
  • Case Study: Axle Car Rental
  • Case Study: The CIOs Vision for Axle
  • Exam Details

Module 2: Service Management: Key Concepts

  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks

Module 3: The Guiding Principles

  • The Seven Guiding Principles
  • Applying the Guiding Principles

Module 4: The Four Dimensions of Service Management

  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and Pestle Model

Module 5: Service Value System

  • Overview of Service Value System
  • Overview of the Service Value Chain

Module 6: Continual Improvement

  • Introduction to Continual Improvement
  • The Continual Improvement Model
  • Relationship between Continual Improvement and Guiding Principles

Module 7: Overview of ITIL Practices

  • 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
  • Purpose of ITIL Practices
  • Activity: an incident needs to be resolved