ITIL® V4 Foundation

Duration: 2 days

 

COURSE OVERVIEW

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has  gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core  principles of ITIL practices for service management. ITIL 4 Foundation is the first publication of ITIL 4, the  latest evolution of the most widely adopted guidance for ITSM.

 

TRAINING OBJECTIVES

ITIL 4 Foundation will:   Provide readers with an understanding of the ITIL 4 service management framework and how it has evolved to  adopt modern technologies and ways of working   Explain the concepts of the service management framework to support candidates studying for the ITIL 4  Foundation exam   Act as a reference guide that practitioners can use in their work, further studies, and professional development.

 

TARGET AUDIENCE

IT Professionals

  • Business Managers
  • Operation Managers
  • Contact Centre Professionals
  • Any individual that requires knowledge to improveService Management within the company

 

COURSE OUTLINE

1. Introduction

2. IT service management in the modern world

3. The structure and benefits of the ITIL 4 framework

4. Key concepts of service management

5. Organizations, service providers, service consumers, and other stakeholders

6. Products and Services

7. Service Relationships

8. Value: outcomes, costs, and risks

9. The four dimensions of service management

10. Value streams and processes

11. ITIL® Service Value System

12. ITIL®  Management Practices

 

 

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