ITIL® 4 Foundation

This course is designed to provide students with abroad understanding of the principles of ITIL^®4 and to show how they can improve their work and that of their organization as whole using the ITIL^® 4 Guide. The course will inspire you to serve as an agent of change by sharing and applying what you have learned and continue to learn about ITIL^® 4 in order to lead and guide others.

This ITIL^® 4 Foundation course is also available online. If you want to learn more about the online courses available, you can visit the website for more information.

 

 

Upon completion of this course, participants will be able to:

• Understand the key concepts of IT service management.
• Understand how the guiding principles of ITIL^® can help an organization to adopt and adapt IT service management.
• Understand the purpose and components of the ITIL^® service value system, the activities of the service value chain, and how they interconnect.
• Understand the four dimensions of IT service management.
• Understand the key concepts of continuous improvement.
• Learn about the various ITIL^® practices and how they contribute to the activities of the value chain.

 

Executives and managers in IT and business areas; consultants, service providers, development and service support personnel; and, in general, anyone interested in improving the provision and delivery of high-quality IT services, as well as individuals interested in obtaining the ITIL^® 4 Foundation Certificate.

The ITIL® 4 Foundation certificate in Service Management is a prerequisite for obtaining the remaining ITIL^® certifications in IT service management. The exam consists of a one-hour multiple choice test, which is usually held at the end of the course.

This training can also be taken remotely from home.

 

It is recommended that participants have at least one year of professional experience in the IT sector.

 

Each participant will receive a copy of the course materials.

 

• Presentation of concepts through explanatory slides.
• Introductory videos covering the main concepts, created by experts in management and representatives from the IT sector.
• Discussions with participants on how the different ITIL^®concepts are addressed in their companies.
• Team exercises to reinforce knowledge.
• Mock exam exercises to prepare students to pass the official certification exam.
• Remote training from home.

 

Certification

Assessment based on group and/or individual activities. The trainer will provide ongoing feedback, at the end of each activity, and individually to each participant.

By attending this course, participants earn 24 PDUs from the Project Management Institute (PMI)^®.

Completion of the course enables participants to take the ITIL^® Foundation exam.

Since November 1, 2019, the authorized certification body (AXELOS) has established the associated exam as a mandatory requirement for this training; therefore, the training will always be offered with the exam.

The terms of additional certification services are subject to those established by the license owner or the authorized certification body.

 

An Attendance Letter for course JST 281 will be issued only to participants with attendance above 75%

 

1. Introduction and overview of ITIL^® 4 based on pre-reading

• Introduction to IT Service Management in the modern world
• Introduction to ITIL^® 4
• ITIL^® 4 structure and benefits

2. Service Management: Key concepts

• Value and co-creation of value
• Services, products, and resources
• Service relations
• Results, costs, and risks

3. The Guiding Principles

• The 7 Guiding Principles
• Applying the Guiding Principles

4. The 4 Dimensions of Service Management

• Organizations and individuals
• Information and technology
• Partners and suppliers
• Value flows and processes
• External factors and the Pestle Model

5. The Service Value System and the Service Value Chain

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

6. Continuous Improvement

• Introduction to Continuous Improvement
• The Continuous Improvement Model
• Relationship between Continuous Improvement and the Guiding Principles

7. ITIL^® practices

• Purpose of ITIL^® practices
• Continuous Improvement Practice
• Change Control Practice
• Incident Management Practice
• Problem Management Practice
• Service Request Management Practice
• User Service Center Practice
• Service Level Management Practice

 

 

JST281