ILFN4-2: ITIL® 4 Foundation (2-days) Including Exam

This 2-day course ITIL® 4 Foundation provides IT leaders, practitioners, support staff and staff interfacing with the organisation's digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. There is also a lot of attention for the 15 Practices (or as they were called in the previous ITIL® editions: the processes).The training also prepares delegates for the ITIL®4 Foundation Certificate Examination. The training is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.
This course is extremely suitable for anyone who already has experience with ITIL® and wants to pass the exam via this shorter route. For more in-depth training and for participants without any ITIL® experience, we recommend the 3-day ITIL® 4 Foundation course.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

TARGET AUDIENCE:
This course is aimed at all levels of IT professional and those involved in designing, building, delivering and managing modern digital products and services.

COURSE PREREQUISITES:
This course is extremely suitable for anyone who already has experience with ITIL® and wants to pass the exam via this shorter route. For more in-depth training and for participants without any ITIL® experience, we recommend the 3-day ITIL® 4 Foundation course.

COURSE CONTENT:
• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• The nature, use and interaction of 7 ITIL® 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
• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
• The ITIL® service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• Detail of how the following ITIL® practices support the service value chain: – Continual Improvement (including 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; Availability management; Service configuration management; IT asset management; Business analysis; Deployment management; Monitoring and event management; Release management

COURSE OBJECTIVE:
The course will help students to understand:

• 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 the interconnect
• Know the purpose of key ITIL® practices
• Preparation to sit the ITIL® 4 foundation examination

FOLLOW ON COURSES:
ITIL4CDS, ITIL® 4 Specialist: Create, Deliver, Support + exam
ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + exam
ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + exam
ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + exam
ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + exam