At the end of this course, participants 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.
• Team building, the value of proper organizational collaboration and the value of knowledge sharing.

The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• Anyone working in a DevOps team

Please note that this list of topics is based on our standard course offering, evolved from typical industry uses and trends. We will work with you to tune this course and level of coverage to target the skills you need most. Topics, agenda and labs are subject to change, and may adjust during live delivery based on audience skill level, interests and participation.

DAY ONE

Course Introduction

• 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

• Key Terms Covered in the Module
• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks
• Exercise: Multiple-Choice Questions

The Guiding Principles

• Identifying Guiding Principles
• Key Terms Covered in the Module
• The Seven Guiding Principles
• Applying the Guiding Principles
• Exercise: Multiple-Choice Questions

The Four Dimensions of Service Management

• The Four Dimensions
• The Four Dimensions and Service Value System
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and PESTLE Model
• Exercise: Multiple-Choice Questions

DAY TWO

Service Value System

• Service Value System and Service Value Chain
• Overview of Service Value System
• Overview of the Service Value Chain
• Exercise: Multiple-Choice Questions

Continual Improvement

• Introduction to Continual Improvement
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles
• Exercise: Multiple-Choice Questions

The ITIL Practices – Part 1

• ITIL Management Practices
• The Continual Improvement Practice
• The Change Enablement Practice
• The Incident Management Practice
• The Problem Management Practice

DAY THREE

• All Day Simulation

DAY FOUR

The ITIL Practices - Part 2

• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice
• Information Security Management, Relationship Management, Supplier Management, IT Asset Management, Configuration Management, Release Management, Deployment Management, Monitoring and Event Management.

Exam Prep / Mock Exam / Final Exam