ITIL®4 Foundation Course Online Live

Skills Gained

After completing this ITIL training course, students will:

• Understand the key concepts of ITIL service management
• Understand how ITIL guiding principles can help an organisation 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

Key Topics

After completing this ITIL training course, students will:

Introduction to the core concepts of ITIL 4

Key definitions and terminology of the ITIL 4 model

Structure and benefits of ITIL 4

The ITIL Certification path

Service Management: Key Concepts

• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks

The Guiding Principles

• The Seven Guiding Principles
• Applying the Guiding Principles

The Four Dimensions of Service Management

• Organisations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model

Service Value System

• Overview of Service Value System
• Overview of the Service Value Chain

Continual Improvement

• Introduction to Continual Improvement
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

• Purpose of ITIL Practices
• The Continual Improvement Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice

Target Audience

The ITIL® (4) Foundation course targets candidates in the IT and business domains who wish to take first steps into service management. Previous candidate that are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4 will also benefit. This course and the related certification can be beneficial for the following roles:

• IT Service Management
• Operations and Incident management
• IT Change & Release management
• IT Supplier & Vendor management
• Business Analysis and Design
• Business analysts & Service desk analysts
• IT Architects
• Development
• IT Project & Programme Management
• Risk and Compliance
• Information Security management

We can also deliver and customize this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 0429 003 500 or fill in our contact form here.

Prerequisites

There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

Industry Association Recognition

Project Management Institute (PMI)^®

• Contact Hours: 21 hours
• Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

• Continual Professional Development (CPD) points: 10 points