COURSE OVERVIEW
During the 3-day ITIL® 4 Foundation course, participants will learn concepts such as Service Value System, the Service Value Chain and the ITIL® Guiding Principles. There is also an extensive focus on 15 Practices (or as they were called in previous ITIL editions: the processes’). After attending this training course, the participant is able to take the ITIL® 4 Foundation exam and can contribute to the further professionalisation of their own (IT) organisation
TARGET AUDIENCE
Anyone who contributes in (IT) service delivery will, after attending this training, not only have a better understanding of the importance of perfect (IT) service delivery, but will also get tools to make this possible.
The target group consists of employees who want to continue to develop themselves in the world of Service Management
COURSE OBJECTIVES
During this 3-day course, the participant will be ‘immersed’ in the ‘new’ world of Service Management and will be able to make a significant contribution to service delivery in their own organisation.
The course helps the participant to understand the following:
Key IT service management concepts
How ITIL® guiding principles can help and organization to adopt and adapt service management
The 4 dimensions of service management
The purpose and components of the service value system
The activities of the service value chain and how they interconnect
Know the purpose of key ITIL® practices
Preparation to sit the ITIL® 4 foundation examination
COURSE CONTENT
IT has long been an integral part of our society. Where IT used to be supportive of the primary business process, IT is now integrated with the primary business processes. To ensure that the primary business processes function optimally, IT services must also be optimal.
Best Practice ITIL gives an (IT) organisation opportunities and possibilities to perfectly align IT services with the needs of and possibilities within the business processes. ITIL has long since ceased to be applicable only to IT services. Other forms of service delivery can also make use of these Best Practices.The following topics are covered in this training course:
The basic concepts and principles of ITIL® 4
Service and Value
Service Relationships
Stakeholders
Service management
The 4 dimensions of Service management
Organisation and people
Information and technology
Value streams and processes
Partners and suppliers
The 7 Guiding Principles
Focus on value
Start where you are
Make iterative progress with feedback
Collaborate and make it visible
Think and work holistically
Keep it simple and practical
Optimise and automate
Service Value Chain
Plan
Improve
Engage
Design & transition
Obtain / Build
Delivery & Support
Practices
Inputs, Outputs and the role in supporting Value Streams
ITIL® practices and how they support the service value chain
Continual improvement (including the continual improvement model
Change enablement
Incident management
Problem management
Service request management
Service desk
Service level management
The purpose of the following ITIL® practices
Information security management
Relationship management
Supplier management
Service configuration management
IT asset management
Deployment management
Monitoring and event management
Release management
