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ITIL 4 Foundation: In-House Training

ITIL 4 Foundation: In-House Training

By IIL Europe Ltd

  • 30 Day Money Back Guarantee
  • Completion Certificate
  • 24/7 Technical Support

Highlights

  • Delivered Online or In-Person

  • Delivered at your location

  • UK Wide

  • Full day

  • All levels

Description

ITIL® 4 Foundation: In-House Training

ITIL® 4 is built on the established core of best practice in the ITIL® guidance. ITIL® 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL® 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The ITIL® 4 Foundation is 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.

In addition, this course offers a rich learning experience that helps the participants relate ITIL® to their own work environment. The course includes a case study (based on a fictitious organization, 'Axle Car Hire') that will help the participants understand and experience the ITIL® guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.

What You Will Learn

At the end of this program, you will be able to:

  • Understand the key concepts of ITIL® service management

  • Understand how ITIL® guiding principles can help an organization to adopt and adapt ITIL® service management

  • Understand the four dimensions of ITIL® service management

  • Understand the purpose and components of the ITIL® service value system, and activities of the service value chain, and how they interconnect

  • Understand the key concepts of continual improvement

  • Learn the various ITIL® practices and how they contribute to value chain activities

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

  • Structure and Benefits of ITIL® 4

  • Case Study: Axle Car Hire

  • Case Study: Meet the Key People at Axle

  • Case Study: The CIOs Vision for Axle

  • Exam Details

  • ITIL® 4 Certification Scheme

Service Management - Key Concepts

  • Intent and Context

  • Key Terms Covered in the Module

  • Module Learning Objectives

  • Value and Value Co-Creation

  • Value: Service, Products, and Resources

  • Service Relationships

  • Value: Outcomes, Costs, and Risks

  • Exercise: Multiple-Choice Questions

The Guiding Principles

  • Intent and Context

  • Identifying Guiding Principles

  • Key Terms Covered in the Module

  • Module Learning Objectives

  • The Seven Guiding Principles

  • Applying the Guiding Principles

  • Exercise: Multiple-Choice Questions

The Four Dimensions of Service Management

  • Intent and Context

  • The Four Dimensions

  • Key Terms Covered in the Module

  • The Four Dimensions and Service Value System

  • Module Learning Objectives

  • Organizations and People

  • Information and Technology

  • Partners and Suppliers

  • Value Streams and Processes

  • External Factors and Pestle Model

  • Exercise: Multiple-Choice Questions

Service Value System

  • Intent and Context

  • Service Value System and Service Value Chain

  • Module Learning Objectives

  • Overview of Service Value System

  • Overview of the Service Value Chain

  • Exercise: Multiple-Choice Questions

Continual Improvement

  • Intent and Context

  • Key Terms Covered in the Module

  • Introduction to Continual Improvement

  • Module Learning Objectives

  • The Continual Improvement Model

  • Relationship between Continual Improvement and Guiding Principles

  • Exercise: Multiple-Choice Questions

The ITIL® Practices

  • Intent and Context

  • ITIL® Management Practices

  • Key Terms Covered in the Module

  • Module Learning Objectives

  • 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

  • Exercise: Crossword Puzzle

About The Provider

IIL Europe Ltd

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