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ITIL 4 Foundations (General Management Practices)

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Location: Virtual

Dates: Aug 19th, 2021 - Aug 20th, 2021 (9:00am - 5:00 pm EST)

About the Course

This ITIL foundation provides you with a firm understanding of the ITIL 4 framework, core concepts and terminologies of ITIL service lifecycle. By the end of this ITIL certification, you will understand how ITIL evolved to adopt modern technologies and operational processes as well as the necessary concepts in a service management framework.

Who will this benefit?
  • ITSM professionals 
  • DevOps professionals 
  • Professionals delivering and working for digital services.

ITIL Foundations 4: Course Agenda

Session

Chapter

Syllabus

ITIL 4 Foundation

 

Instructor/Student Introductions

ITIL 4 Foundation

1

  (Day 1)

  1. Introduction to ITIL and IT Service Management

  1.1 History of ITIL

        1.2 Structure and Benefits of ITIL 4 Framework

1.2.1     Service Management Today

1.2.2     Overview of ITIL General Management Practices

        1.3 Understand how the ITIL guiding principles can 

              help an organization adopt and adapt service     

              management

1.3.1     Learning and Unlearning

ITIL 4 Foundation

2

  (Day 1)

 

  1. Key Concepts of Service Management

        2.1. Value and Value Co-Creation

        2.2 Organizations, Service Providers, Service Consumers & 

              Other Stakeholders

            2.2.1 Service Providers

            2.2.2 Service Consumers

            2.2.3 Other Stakeholders

        2.3 Product & Services

            2.3.1 Service Offerings

            2.3.2 Service Relationships

        2.4 Value Outcomes, Costs & Risks

        2.5 Summary

ITIL 4 Foundation

3

  (Day 1)

 

  1. The Four Dimensions of Service Management

  3.1 Organizations & People

  3.2 Partners & Suppliers

  3.3 Information & Technology

  3.4 Value Streams & Processes

  3.5 Practice Test

3.5  Summary

ITIL 4 Foundation

4

  (Day 2)

  1. The ITIL Service Value System

  4.1 Understand the purpose & components of the ITIL 

        service value system

  4.1.1 Understand the activities of the service value chain, 

           and how they interconnect

  4.1.2 ITIL Guiding Principles

  4.1.3 Governance in the Service Value System

  4.1.4 Service Value Chain

4.2 Know the purpose & key terms of 15 ITIL practices

  4.2.1 Know the 7 Foundational practices

4.3  Summary

ITIL 4 Foundation

5

  (Day 2)

  1. Continual Improvement

       5.1 Steps of the Continual Improvement Model

         5.1.1 Continual Improvement & Guiding Principles

ITIL 4 Foundation

6

  (Day 2)

 

  1. General Management Practices

        6.1 Service Management Practices

        6.2 Technical Management Practices

        6.3 Summary

ITIL 4 Foundation

7

  (Day 2)

  1. Practice Test (Timed – w/o Answers)

7.1  Review


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