ITIL® 4 Foundation Training
ITIL 4 Foundation Training Delivery Methods
- In-Person
- Online
ITIL 4 Foundation Training Benefits
Prepare for and pass the ITIL 4 Foundation certification exam
Identify opportunities to develop IT practices using ITIL guidelines
Interact with IT teams using ITIL 4 terminology and concepts
Explore the service value chain and IT service management practices
Recognize the importance of IT and business integration
Continue learning and face new challenges with after-course one-on-one instructor coaching
ITIL 4 Training Outline
Module 1: Service Management
The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.
- Service Value System (SVS) and Service Value Chain
- Organizations
- Service Provisioning and Consumption
- Customers, Users, Sponsors, and Other Stakeholders
- Services, Products, and Service Offerings
- Service Relationships
- Value, Outcomes, Costs, and Risks
- Utility and Warranty
Module 2: The Four Dimensions
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Module 3: The Service Value System
- Opportunity, Demand, and Value
- Guiding Principles
- Governance
- ITIL Practices
- Continual Improvement
- Organizational Silos
Module 4: The Service Value Chain
- Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
- Inputs of the SVS: Opportunities & Demand
- Outcome of the SVS: Value
- Addressing the Challenges of Silos
Module 5: The Seven 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
Module 6: ITIL Practices: Practice Overview and General Management Practices
- Practices and Processes
- Continual Improvement
- Information Security Management
- Supplier Management
- Relationship Management
Module 7: ITIL Practices: Service Management and Technical Management Practices
- Service Level Management
- Event Management
- Service Desk
- Service Request Management
- Incident Management
- Problem Management
- Change Enablement
- IT Asset Management
- Service Configuration Management
- Release Management
- Deployment Management
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