Duration: 3 Days

Who should attend:

This course is aimed at all levels of IT professionals, customers and users involved in the provision or receipt of IT Services in any organisation.

The ITIL® 4 Foundation Certificate course provides comprehensive first-level training for anyone involved in provision, support, or delivery of IT-enabled services in a modern digital organisation. It teaches the fundamentals of the very latest version of the most widely adopted guidance on IT service management (ITSM) in the world.

ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organisation work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.

Pre-requisites:

Delegates will need to complete the pre-course reading and should be Involved in the provision or receipt of IT Services.

You can download the outline HERE

Price: £1995+VAT

Want to talk through your training requirements with one of our curriculum specialists? You can get in touch by EMAIL or PHONE. 

Module 1: Service Management

• Service Value System (SVS) and Service Value Chain

• Organizations

• Service Provisioning and Consumption

• Customers, Users, Sponsors, and Other Stakeholders

• Services, Products, and Service Offerings

• Service Relationships 

• Value, Outcomes, Costs, and Risks

• Utility and Warranty

Module 2: The Four Dimensions

• Organizations and People

• Information and Technology

• Partners and Suppliers

• Value Streams and Processes

Module 3: The Service Value System

• Opportunity, Demand, and Value 

• Guiding Principles

• Governance

• ITIL Practices

• Continual Improvement

• Organizational Silos

Module 4: The Service Value Chain

• Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support 

• Inputs of the SVS: Opportunities & Demand 

• Outcome of the SVS: Value 

• Addressing the Challenges of Silos

Module 5: The Seven 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

Module 6: ITIL Practices: Practice Overview and General Management Practices

• Practices and Processes

• Continual Improvement

• Information Security Management

• Supplier Management

• Relationship Management

Module 7: ITIL Practices: Service Management and Technical Management Practices

• Service Level Management

• Event Management

• Service Desk

• Service Request Management

• Incident Management

• Problem Management

• Change Enablement

• IT Asset Management

• Service Configuration Management

• Release Management

• Deployment Management