Itil 4 Foundation 2024

Understanding the Key Concepts, Principles, and Models of ITIL v4

What you'll learn

The key concepts, principles, and models of ITIL v4 service management

The ITIL service value system and how it aligns with organizational objectives

The four dimensions of service management and their importance

The four dimensions of service management and their importance

The 7 ITIL guiding principles for effective service management

The 34 ITIL practices and how they support service delivery

Practical application of ITIL concepts through case studies and exercises

Strategies for implementing and continually improving ITIL-based service management

Requirements

No prior ITIL experience required: The ITIL v4 Foundation course is designed for beginners and does not require any previous ITIL knowledge or certification.

General IT or business experience: While not strictly mandatory, some level of experience working in an IT or business environment is often recommended. This helps participants better relate the ITIL concepts to real-world scenarios.

Familiarity with IT service management: A basic understanding of IT service management principles and processes can be beneficial, but is not an absolute prerequisite.

English proficiency: Since the course materials and exam are typically provided in English, a good command of the English language is usually required.

Availability and commitment: Participants should be able to dedicate the necessary time and attention to attend the course sessions and prepare for the certification exam.

Access to course materials: Depending on the training provider, participants may need to obtain the official ITIL v4 Foundation publication or have access to digital course materials.

Exam registration: Participants are typically required to register for the ITIL v4 Foundation certification exam, which is often scheduled as part of the course or can be taken separately.

Organizational support (optional): In some cases, employers or organizations may require or encourage their employees to obtain the ITIL v4 Foundation certification, providing the necessary resources and support.

Description

ITIL v4 Foundation Course: Mastering the Fundamentals of Service ManagementCourse Overview: The ITIL v4 Foundation course is designed to provide participants with a comprehensive understanding of the key concepts, principles, and models that underpin effective service management. This course serves as the foundational step in the ITIL certification journey, equipping learners with the knowledge and skills necessary to successfully implement and manage IT services within their organizations.Learning Objectives:Understand the key concepts, principles, and models of ITIL v4 service management.Explore the ITIL service value system and its alignment with organizational objectives.Examine the four dimensions of service management and their importance in delivering value.Gain insights into the ITIL service value chain and its key activities.Familiarize with the 7 ITIL guiding principles for effective service management.Discover the 34 ITIL practices and their role in supporting service delivery.Apply ITIL concepts through case studies, exercises, and practical scenarios.Develop strategies for implementing and continually improving ITIL-based service management.Course Content:Introduction to ITIL v4 and Service ManagementThe evolution of ITIL and its role in modern service managementKey concepts and terminology in ITIL v4The ITIL Service Value SystemUnderstanding the ITIL service value systemAligning service management with organizational objectivesThe Four Dimensions of Service ManagementOrganizations and peopleInformation and technologyPartners and suppliersValue streams and processesThe ITIL Service Value ChainThe key activities of the ITIL service value chainIntegrating the service value chain with the four dimensionsITIL Guiding PrinciplesThe 7 ITIL guiding principles for effective service managementApplying the guiding principles in practiceITIL PracticesOverview of the 34 ITIL practicesLeveraging ITIL practices to support service deliveryImplementing and Improving ITIL-based Service ManagementStrategies for successful ITIL implementationContinuous improvement and service management maturityCertification Preparation: The ITIL v4 Foundation course prepares participants for the ITIL v4 Foundation certification exam, which is the first step in the ITIL certification path. Upon successful completion of the exam, learners will receive the ITIL v4 Foundation certification, demonstrating their proficiency in the fundamental principles and practices of service management.Target Audience: This course is designed for a wide range of professionals, including:IT managers and professionalsService delivery and support personnelProject managers and business analystsConsultants and service providersAnyone interested in developing a strong foundation in ITIL service managementDelivery Methods: The ITIL v4 Foundation course can be delivered through various formats, including:Instructor-led classroom trainingVirtual instructor-led trainingSelf-paced online learningBlended learning approachesBy completing this course, participants will gain a solid understanding of ITIL v4 principles and practices, enabling them to contribute to the effective delivery and management of IT services within their organizations.

Overview

Section 1: Introduction

Lecture 1 Course Overview : ITIL 4 Foundation

Section 2: ITIL 4 Overview

Lecture 2 Introduction

Lecture 3 What is ITIL?

Lecture 4 Organizations Involved in Maintaining ITIL

Lecture 5 ITIL 4 Certification Scheme

Lecture 6 ITIL Today

Lecture 7 Benefits of ITIL (Information Technology Infrastructure Library)

Lecture 8 Diagram of the ITIL Service Value System

Lecture 9 Components of the ITIL Service Value System

Lecture 10 Diagram of the Four Dimensions of Service Management

Lecture 11 The Four Dimensions of Service Management

Lecture 12 Lab : Discussing ITIL Basics

Lecture 13 Service Management

Lecture 14 Products and Services

Lecture 15 Co-Creation of Value

Lecture 16 Organizations

Lecture 17 Service Providers

Lecture 18 Service Consumers

Lecture 19 Service Consumer Types

Lecture 20 Stakeholders and Value Alignment

Lecture 21 Service Offerings

Lecture 22 Service Offering Components

Lecture 23 Service Relationship

Lecture 24 Service Provision

Lecture 25 Service Consumption

Lecture 26 Service Relationship Management

Lecture 27 The Service Relationship Model

Lecture 28 Value

Lecture 29 Output and Outcomes

Lecture 30 Service Relationship

Lecture 31 Service Relationship (Utility and Warranty)

Lecture 32 Lab : Discussing the Key Concepts of ITIL

Section 3: The ITIL Framework

Lecture 33 Introduction : The ITIL Framework

Lecture 34 The Four Dimensions of Service Management

Lecture 35 A Holistic Approach to Value Delivery

Lecture 36 Organizations

Lecture 37 People

Lecture 38 Information and Technology

Lecture 39 Information Considerations

Lecture 40 Technology Questions

Lecture 41 Partners and Suppliers

Lecture 42 Strategic Factors

Lecture 43 Value Streams

Lecture 44 Processes

Lecture 45 External Factors

Lecture 46 Lab : Discussing the Four Dimensions of Service Management

Lecture 47 Opportunity and Demand

Lecture 48 What is a Guiding Principle?

Lecture 49 The Seven Guiding Principles

Lecture 50 Governing Bodies

Lecture 51 Governance Activities

Lecture 52 The Service Value Chain

Lecture 53 The Service Value Chain Activities

Lecture 54 Definition of ITIL Practices

Lecture 55 General Management Practices

Lecture 56 Service Management Practices

Lecture 57 Technical Management Practices

Lecture 58 Continual Improvement

Lecture 59 Lab : Discussing the Service Value System

Section 4: The ITIL Guiding Principles

Lecture 60 Introduction : The ITIL Guiding Principles

Lecture 61 Focus on Value

Lecture 62 Customer Experience (CX)

Lecture 63 Apply the Principle

Lecture 64 Lab : Discussing the Focus on Value Principle

Lecture 65 Start Where You Are

Lecture 66 Apply the Principle

Lecture 67 Lab : Discussing the Start Where You Are Principle

Lecture 68 Progress Iteratively with Feedback

Lecture 69 Feedback

Lecture 70 Time-Boxing

Lecture 71 Apply the Principle

Lecture 72 Lab : Discussing the Progress Iteratively with Feedback Principle

Lecture 73 Collaborate and Promote Visibility

Lecture 74 Stakeholder Identification

Lecture 75 Communications

Lecture 76 Make Work Visible

Lecture 77 A Sample Kanban Board

Lecture 78 Apply the Principle

Lecture 79 Lab : Discussing the Collaborate and Promote Visibility Principle

Lecture 80 Think and Work Holistically

Lecture 81 Apply the Principle

Lecture 82 Lab : Discussing the Think and Work Holistically Principle

Lecture 83 Keep It Simple and Practical

Lecture 84 Manage Conflicting Objectives

Lecture 85 Apply the Principle

Lecture 86 Lab : Discussing the Keep It Simple and Practical Principle

Lecture 87 Optimize and Automate

Lecture 88 Optimization Steps

Lecture 89 Automation

Lecture 90 Apply the Principle

Lecture 91 Lab : Discussing the Optimize and Automate Principle

Lecture 92 Interaction Between the Principles

Lecture 93 Lab : Discussing the Interaction Between the Principles

Section 5: The ITIL Service Value System

Lecture 94 Introduction : The ITIL Service Value System

Lecture 95 Governing Bodies

Lecture 96 Governance Activities

Lecture 97 The Evaluate Activity

Lecture 98 The Direct Activity

Lecture 99 The Monitor Activity

Lecture 100 The Role of Governance in the Service Value System

Lecture 101 Guidelines for Establishing Governance in the Service Value System

Lecture 102 Lab : Discussing Governance in the Service Value System

Lecture 103 The Service Value Chain

Lecture 104 Inputs and Outputs

Lecture 105 The Plan Activity

Lecture 106 The Improve Activity

Lecture 107 The Engage Activity

Lecture 108 The Design and Transition Activity

Lecture 109 The Obtain/Build Activity

Lecture 110 The Deliver and Support Activity

Lecture 111 Lab : Discussing the Service Value Chain

Lecture 112 Relationships of Continual Improvement Model, Value Chain, and Practices

Lecture 113 The Continual Improvement Model

Lecture 114 What Is the Vision?

Lecture 115 Where Are We Now?

Lecture 116 Where Do We Want to Be?

Lecture 117 How Do We Get There?

Lecture 118 Take Action

Lecture 119 Did We Get There?

Lecture 120 How Do We Keep the Momentum Going?

Lecture 121 How Continual Improvement Maps to Guiding Principles

Lecture 122 Theory of Constraints

Lecture 123 Lab : Discussing the Continual Improvement Model

Section 6: Key ITIL Practices

Lecture 124 Introduction : Key ITIL Practices

Lecture 125 ITIL Practices Redefined

Lecture 126 Purpose of Continual Improvement

Lecture 127 Key Activities

Lecture 128 Continual Improvement Methods and Techniques

Lecture 129 Sample SWOT Analysis

Lecture 130 Continual Improvement Register

Lecture 131 Continual Improvement Heat Map and Value Chain

Lecture 132 Lab : Analyzing the Continual Improvement Practice

Lecture 133 Purpose of Service Level Management

Lecture 134 Service Level Agreements

Lecture 135 Service Level Agreement Requirements

Lecture 136 Customer Engagement and Feedback

Lecture 137 Metrics

Lecture 138 Service Level Management Heat Map and Value Chain

Lecture 139 Lab : Analyzing the Service Level Management Practice

Lecture 140 Purpose of Change Enablement

Lecture 141 Changes

Lecture 142 Types of Changes

Lecture 143 Change Schedule

Lecture 144 Change Enablement Heat Map and Value Chain

Lecture 145 Lab : Analyzing the Change Enablement Practice

Lecture 146 Purpose of Incident Management

Lecture 147 Incidents

Lecture 148 Incident Diagnosis and Resolution

Lecture 149 Incident Management

Lecture 150 Incident Management and Suppliers

Lecture 151 Swarming

Lecture 152 Incident Management Heat Map and Value Chain

Lecture 153 Lab : Analyzing the Incident Management Practice

Lecture 154 Purpose of Service Request Management

Lecture 155 Service Requests

Lecture 156 Guidelines for Handling Service Requests

Lecture 157 Service Request Management Heat Map and Value Chain

Lecture 158 Lab : Analyzing the Service Request Management Practice

Lecture 159 Purpose of Service Desk

Lecture 160 Service Desk

Lecture 161 Access Channels

Lecture 162 Training and Competencies

Lecture 163 Supporting Tools

Lecture 164 Service Desk Heat Map and Value Chain

Lecture 165 Lab : Analyzing the Service Desk Practice

Lecture 166 Purpose of Problem Management

Lecture 167 Problems and Known Errors

Lecture 168 Distinguishing Incidents from Problems

Lecture 169 Phases of Problem Management

Lecture 170 Problem Identification

Lecture 171 Problem Control

Lecture 172 Workarounds

Lecture 173 Error Control

Lecture 174 Practice Interactions

Lecture 175 Problem Management Heat Map and Value Chain

Lecture 176 Lab: Analyzing the Problem Management Practice

Section 7: Other ITIL Practices

Lecture 177 Introduction : Other ITIL Practices

Lecture 178 Relationship Management

Lecture 179 Information Security Management

Lecture 180 Supplier Management

Lecture 181 Lab : Discussing the General Management Practices

Lecture 182 Service Configuration Management

Lecture 183 Simplified Service Model for a Typical IT Service

Lecture 184 IT Asset Management

Lecture 185 Monitoring and Event Management

Lecture 186 Key Activities of Event Management

Lecture 187 Release Management

Lecture 188 Release Management in Traditional/Waterfall Environments

Lecture 189 Release Management in Agile/DevOps Environments

Lecture 190 Lab : Discussing the Service Management Practices

Lecture 191 Deployment Management

Lecture 192 How Deployment is Evolving

Lecture 193 Lab : Discussing the Technical Management Practices

IT Professionals: Individuals working in IT roles such as IT service desk, IT support, IT operations, and IT project management.,Business Professionals: Professionals in non-IT roles who interact with IT services or are responsible for managing service delivery, such as business analysts, process owners, and service owners.,Aspiring ITSM Professionals: Individuals who are new to the field of IT service management and want to establish a strong foundation in ITIL principles and practices.,Managers and Supervisors: Managers, supervisors, and team leaders who are responsible for overseeing the delivery of IT services and want to understand how ITIL can improve service management.,Consultants and Trainers: Professionals who provide ITSM consulting services or deliver ITIL training and want to enhance their knowledge and expertise.,Executives and Decision-Makers: Senior-level executives and decision-makers who want to understand how ITIL can align IT services with business objectives and drive organizational success.,Students and Recent Graduates: Students and recent graduates who are interested in pursuing a career in IT service management and want to gain a recognized certification.,Cross-Functional Teams: Members of cross-functional teams, such as DevOps or Agile teams, who need to understand how ITIL principles and practices can be integrated with their ways of working.