ITIL® 4 Foundation

Introduction

This course is designed to provide students with a broad understanding of ITIL® 4 principles and to show how they can improve their work and that of their organization in general with the ITIL® 4 Guide. This course will inspire students to serve as champions of change by sharing and using what they have learned and continuing to learn about ITIL® 4 to lead and guide others.

Objectives

At the end of this course students will be able to:

• Understand the key concepts of IT service management.
• Understand how ITIL’s guiding principles can help an organization 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 the various ITIL practices and how they contribute to value chain activities.

Student Profile

Directors and Managers of IT and business areas; Consultants, Service Providers, Service Development and Support Personnel, and in general all those interested in better provision and delivery of high-quality IT services, as well as people interested in Obtaining the ITIL® 4 Fundamental Level  certificate.

Prerequisites

It is recommended that attendees have 1 year of work experience in the IT sector. Also, the Services Management Basics Level Certificate is a prerequisite for obtaining the remaining ITIL certificates in IT service management. The exam consists of a one-hour test, which is usually held at the end of the course.

Course Materials

Each student will receive a copy of the official documentation.

Methodology

• Concept presentation using explanatory slides.
• Introductory videos of the main concepts, made by management experts and representatives of the IT sector
• Debates with students on how they approach the different ITIL concepts in their companies
• Team practices to strengthen the skills
• Practice exam exercises to train students to pass the official certification exam

Certification

The completion of the course will allow for the completion of ITIL’s ITIL® 4 Foundation certification.

Additionally, students will earn 21 credit hours for their attendance.

Accreditation

A certificate of attendance will be issued to students who attend the course for at least 75% of the duration.

Course Outline

1. Introduction and summary of ITIL 4 based on a pre-read
   1. Introduction to IT Services Management in the Modern World
   2. Introduction to ITIL 4
   3. ITIL 4 Structure and Benefits
2. Service Management: Key Concepts
   1. Value and Co-Creation of value
   2. Services, Products and Resources
   3. Service  Relationships
   4. Results, Costs and Risks
3. The Guiding Principles
   1. The Seven Guiding Principles
   2. Applying the Guiding Principles
4. The Four Dimensions of Service Management
   1. Organizations and People
   2. Information and Technology
   3. Partners and Suppliers
   4. Value Flows and Processes
   5. External Factors and the Pestle Model
5. The Service Value System and the service value chain
   1. Service Value System Overview
   2. Service Value Chain Summary
6. Continuous Improvement
   1. Introduction to Continuous Improvement
   2. The Model of Continuous Improvement
   3. Relationship between Continuous Improvement and Guiding Principles
7. The practices of ITIL
   1. Purpose of ITIL practices
   2. The Practice of Continuous Improvement
   3. The Change Control Practice
   4. The Incident Management Practice
   5. The Problem Management Practice
   6. The Practice of Request Management Service
   7. The User Service Center Practice
   8. The Service Level Management Practice