Cambridge
Academy
In London
Course Description
Introduction:
The ITIL 4 Foundation training course is an intensive program designed to provide participants with a thorough introduction to IT service management using the ITIL framework. Throughout this five-day course, participants will gain a solid understanding of ITIL's evolution, its guiding principles, and the comprehensive Service Value System (SVS). They will delve into the Service Value Chain and the stages of the ITIL service lifecycle, emphasizing each stage's objectives and activities. The course also covers critical ITIL practices, including incident management, problem management, and change management.
Course Objectives:
- Gain foundational knowledge of ITIL 4 and its significance.
- Understand ITIL core principles, concepts, and terminology.
- Learn and apply ITIL 4 guiding principles for better decision-making.
- Familiarize with the ITIL Service Value System (SVS) and Service Value Chain.
- Comprehend each stage of the ITIL service lifecycle.
- Explore key ITIL practices such as incident, problem, and change management.
Target Audience:
- IT professionals
- IT project managers and team members
- Coordinators and network operators
- Business process analysts and IT architects
- Consultants and systems integrators
- Help desk managers and staff
- Planners, managed service providers, and outsourcers
Course Content:
Unit 1: Introduction and ITIL Overview
- Overview of the ITIL 4 Foundation course
- Introduction to ITIL and its historical context
- Key IT service management concepts
- ITIL principles and terminology
- Benefits of adopting ITIL 4 in IT service management
- ITIL 4 certification pathway
Unit 2: Service Management Principles
- The four dimensions of service management
- Detailed examination of the ITIL Service Value System (SVS)
- The guiding principles of ITIL 4
- Governance and its significance in service management
- The ITIL 4 Service Management model
Unit 3: ITIL Service Value Chain
- Introduction to the Service Value Chain
- Key activities and interconnections within the value chain
- Detailed exploration of each stage of the Service Value Chain
- Creating value through the Service Value Chain
- Practical application of the Service Value Chain
Unit 4: ITIL Service Lifecycle
- Overview of the ITIL service lifecycle stages
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement (CSI)
- Objectives and purposes of each lifecycle stage
Unit 5: Key ITIL Practices
- In-depth focus on essential ITIL practices:
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- Continual Improvement
- Additional ITIL practices:
- Information Security Management
- Relationship Management
- Supplier Management
- Availability Management
- Capacity and Performance Management
- Service Configuration Management
- IT Asset Management
- Business Analysis
- Service Continuity Management
- Deployment Management
- Monitoring and Event Management
- Release Management
- Course wrap-up and final Q&A session