ITIL® 4 Foundation Blended Virtual Classroom

À qui s'adresse la formation?

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 can be beneficial for the following roles:

IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators

Niveau atteint

Avancé

Durée

16,00 heure(s)

Langues(s) de prestation

EN FR

Prochaine session

Contacter l'organisme

Prérequis

None, although a familiarity with IT service delivery will be beneficial.

Objectifs

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.

Contenu

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The ITIL® (4) Foundation Blended Virtual Classroom course provides an optimal blend of (virtual) classroom interaction and self learning. This course includes 8 hours of virtual classroom (instructor-led) training. It also includes course videos and Course Book, which provides an opportunity for participants to stimulate their learning experience through self learning. The rich learning experience is supported by additional learning material such as post-course reading and a set of quick reference cards.

This course is based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® 4 Foundation exam.

Course Agenda:

Session 1: 4 hours

Pre-reading for Session 1:
ITIL 4 Trail: Introduction to ITIL 4 (Course Book – Module 1)
ITIL 4 Trails - Service Management: Key Concepts (Course Book – Module 2)
ITIL 4 Trails - The ITIL® Guiding Principles (Course Book – Module 3)
ITIL 4 Trails - The Four Dimensions of Service Management (Course Book – Module 4)

Module 1 Course Introduction and revision of ITIL® 4 core concepts
Module 2 Service Management: Key Concepts
Module 3 The Guiding Principles
Module 4 The Four Dimensions of Service Management

Session 2: 4 hours

Pre-reading for Session 2:
ITIL 4 Trails - The ITIL® Service Value System and Service Value Chain (Course Book – Module 5)
ITIL 4 Trails - Continual Improvement (Course Book – Module 6)
ITIL 4 Trails - The ITIL® Practices (Course Book – Module 7)
ITIL 4 Trails - ITIL 4 Foundation Exam Preparation (Course Book – Exam Preparation Guide)

Module 5 The Service Value System
Module 6 Continual Improvement
Module 7 The ITIL® 4 Practices
Exam Information

Points abordés

Course Videos:

Trail 1: Introduction to ITIL® 4
Trail 2: Service Management: Key Concepts
Trail 3: The ITIL® Guiding Principles
Trail 4: The Four Dimensions of Service Management
Trail 5: The Service Value System and Service Value Chain
Trail 6: Continual Improvement
Trail 7: The ITIL® Practices

Self-Study Guide:

Module 1: Course Introduction
Module 2: Service Management: Key Concepts
Module 3: The ITIL® Guiding Principles
Module 4: The Four Dimensions of Service Management
Module 5: The Service Value System and Service Value Chain
Module 6: Continual Improvement
Module 7: The ITIL® Practices
Case Study: Axle Car Hire
Exam Preparation Guide
Sample Paper 1
Sample Paper 2
Appendix A: Syllabus
Appendix B: Glossary
Appendix C: Release Notes
Appendix D: Participant Feedback Form

Pre-Reading Guide:

Introduction to ITIL® 4
Integrating ITIL® 4 with Other Frameworks, Methodologies, and Practices

Post-Reading Guide:

ITIL® Practices and Service Value System
Examples of ITIL® 4 Concepts
ITIL® 4, Agile, and DevOps

Quick Reference Cards:

Key Concepts of Service Management
Four Dimensions of Service Management Practice
The ITIL® Guiding Principles
The ITIL® Service Value Chain
The ITIL® Practices: Purpose
The Seven Core ITIL® Practices