Duration
3 days
Overview
ITIL® is the world’s leading best practice framework for implementing IT Service Management. Organizations use ITIL to plan, implement, support and improve services and create value for their customers. In this course you will learn the Foundational knowledge and skills for adopting and adapting best practices for ITSM in your organization.
Target Student
This course is designed for anyone who would like a foundational understanding of IT Service Management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.
This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for ITIL 4 Foundation exam.
Prerequisites
To ensure your success in this course, end-user level computer and networking skills are required. You can obtain this level of skills and knowledge by taking the following Logical Operations courses:
- Using Microsoft® Windows® 10 or any similar introductory course
Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations “IT Systems and Support” curriculum library to supplement your professional experience in this area.
Day 1
9am-10:30am
Lesson 1: ITIL 4 Overview
Topic A: Structured Benefits
Topic B: The Service Value System
Topic C: Four Dimensions of Service Management
10:30am-10:45am Morning break
10:45-12:30pm
Lesson 2: Key Concepts of ITIL
Topic A: What is Service Management?
Topic B: Service Relationships
Topic C: Creating Value
12:30pm-1:30pm Lunch
1:30-3:30pm
Lesson 3: The Four Dimensions of Service Management
Topic A: A Holistic Approach to Value Delivery
Topic B: Organizations and People
Topic C: Informational Technology
3:30pm-3:45pm Afternoon Break
3:45pm-5:00pm
Topic D: Partners and Suppliers
Topic E: Value Streams and Processes
Topic F: External Factors
Day 2
9am-10:30am
Lesson 4: The ITIL Service Value System (SVS)
Topic A: Guiding Principles
Topic B: Governance
Topic C: Service Value Chain
Topic D: Practices
Topic E: Continual Improvement
10:30am-10:45am Morning break
10:45-12:30pm
Lesson 5: The ITIL Guiding Principles
Topic A: Focus on Value
Topic B: Start Where You Are
Topic C: Progress Iteratively with Feedback
Topic D: Collaborate and Promote Visibility
Topic E: Think and Work Holistically
Topic F: Keep It Simple and Practical
Topic G: Optimize and Automate
Topic H: Principle Interaction
12:30pm-1:30pm Lunch
1:30-3:30pm
Lesson 6: Governance
Topic A: Governing Bodies
Topic B: Governance Activities
Topic C: The Role of Governance in the SVS
3:30pm-3:45pm Afternoon Break
3:45pm-5:00pm
Lesson 7: The Service Value Chain
Topic A: Plan
Topic B: Improve
Topic C: Engage
Topic D: Design and Transition
Topic E: Obtain and Build
Topic F: Deliver and Support
Day 3
9am-10:30am
Lesson 8: Continual Improvement
Topic A: The Model, the Value Chain, and Practice
Topic B: Continual Improvement Model
Topic C: Continual Improvement and the Guiding Principles
Topic D: Theory of Constraints
10:30am-10:45am Morning break
10:45-12:30pm
Lesson 9: Key ITIL Practices
Topic A: Introduction to ITIL Practices
Topic B: Continual Improvement
Topic C: Service Level Management
Topic D: Change Control
12:30pm-1:30pm Lunch
1:30-3:30pm
Topic E: Incident Management
Topic F: Service Request Management
Topic G: Service Desk
Topic H: Problem Management
3:30pm-3:45pm Afternoon Break
3:45pm-5:00pm
Lesson 10: Other ITIL Practices
Topic A: General Management Practices
Topic B: Service Management Practices
Topic C: Technical Management Practices
Programme scope, delivery arrangements and suitability are confirmed during enquiry.