ITIL® 4 Foundation (2 day)

ITIL® is the world’s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps and Organizational Change Management. This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL® 4. This course will earn you 14 PDUs. This class includes an exam voucher.

Course Details

Price:

Days:

Location:

Virtual

Course Overview

By the completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Service Value Chain that incorporate the core of ITIL® version 4.

1 – ITIL 4 OVERVIEW

Introduction to ITIL
Key Concepts of ITIL

2 – The ITIL Framework

The Four Dimensions of Service Management
The ITIL Service Value System

3 – The ITIL Guiding Principles

Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep It Simple and Practical
Optimize and Automate

4 – THE ITIL SERVICE VALUE SYSTEM (SVS)

Governance
The Service Value Chain
Continual Improvement

5 – Key ITIL Practices

Continual Improvement
Service Level Management
Change Control
Incident Management
Service Request Management
Service Desk
Problem Management

6 – Other ITIL Practices

General Management Practices
Service Management Practices
Technical Management Practices

Class Dates & Times

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