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19 views

1199 Courseoutline

okkk

Uploaded by

jdp6880
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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ITIL® 4 Foundation Training

Course: 1199

• Duration: 3 days
• Lab: Yes
• Exam Voucher: Yes
• Language: English
• Level: Foundation
• 18 Project Management Institute PDUs

This ITIL 4 Foundation Training course is designed for professionals who want to adopt ITIL to
improve service management. In this course, you will gain the knowledge needed to pass the ITIL 4
Foundation Certification exam, learn about the end-to-end IT/digital operating model, and use the ITIL 4
model to create, deliver, and continuously improve tech-enabled products and services.

You will also explore the service value chain and IT service management practices, identify opportunities
to develop IT practices using ITIL guidelines, and recognize the importance of IT and business
integration. The course includes instructor-guided or self-paced learning options, practice exams, prep
questions, and additional resources.

ITIL® 4 Foundation Training Delivery Methods


• In-Person
• Online

ITIL® 4 Foundation Training Course Information

This ITIL 4 Foundation Training course includes:

• Instructor-guided or self-paced learning options


• Accredited course content and curriculum
• ITIL 4 Foundation exam
• Take2 exam re-sit
• Practice exams, prep questions, and additional resources

In this ITIL 4 Foundation course, you will learn the following:

• The ITIL 4 end-to-end IT/digital operating model.


• How to use the ITIL 4 model to create, deliver, and continuously improve tech-enabled products
and services.
• The impact of technology and IT teams in a broader business strategy.
• Prepare for and pass the ITIL 4 Foundation certification exam.

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• Identify opportunities to develop IT practices using ITIL guidelines.
• Interact with IT teams using ITIL 4 terminology and concepts.
• Explore the service value chain and IT service management practices.
• Recognize the importance of IT and business integration.
• Continue learning and face new challenges with after-course one-on-one instructor coaching.

ITIL 4 Foundation Training Prerequisites

No specific experience is required to join! But do bring your curiosity and willingness to try new,
innovative things.

ITIL 4 Foundation Certification Information

To earn this certification, you must:

• Sit for the ITIL 4 Foundation exam via PeopleCert®’s online proctoring service.
• Score a 65% on the exam in 60 minutes.

ITIL® 4 Foundation Training Course Outline

Module 1: Service Management


The following concepts are covered in both the instructor-led and adaptive virtual academy training
options. The outline follows the instructor-led training schedule; adaptive modules are broken down
further for bite-sized learning.
• Service Value System (SVS) and Service Value Chain
• Organizations
• Service Provisioning and Consumption
• Customers, Users, Sponsors, and Other Stakeholders
• Services, Products, and Service Offerings
• Service Relationships
• Value, Outcomes, Costs, and Risks
• Utility and Warranty

Module 2: The Four Dimensions


• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes

Module 3: The Service Value System


• Opportunity, Demand, and Value
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• Guiding Principles
• Governance
• ITIL Practices
• Continual Improvement
• Organizational Silos

Module 4: The Service Value Chain


• Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition,
Obtain & Build, Deliver & Support
• Inputs of the SVS: Opportunities & Demand
• Outcome of the SVS: Value
• Addressing the Challenges of Silos

Module 5: The Seven 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

Module 6: ITIL Practices: Practice Overview and General Management Practices


• Practices and Processes
• Continual Improvement
• Information Security Management
• Supplier Management
• Relationship Management

Module 7: ITIL Practices: Service Management and Technical Management Practices


• Service Level Management
• Event Management
• Service Desk
• Service Request Management
• Incident Management
• Problem Management
• Change Enablement
• IT Asset Management

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• Service Configuration Management
• Release Management
• Deployment Management

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