ITIL is the most widely adopted approach for IT Service Management in the world. This course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.

The official ITIL 4 Foundation online proctored exam voucher is included.

ITIL™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management. This course and the related certification can be beneficial for the following roles:

• IT Managers
• Support Team Leaders
• Technical Support staff
• Service Owners
• Architects
• Project Managers
• Vendor Managers
• Service Desk Supervisors
• Process Owners
• Change Managers
• Service Level Managers
• Problem Managers
• Operations Managers
• IT Consultants
• IT Developers
• Service Providers
• System Integrators
• Managers who interact between the business and IT

There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

After completing this ITIL training course, students will:

• Understand the key concepts of ITIL service management
• Understand how ITIL guiding principles can help an organisation to adopt and adapt ITIL service management
• Understand the four dimensions of ITIL service management
• Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
• Understand the key concepts of continual improvement
• Learn the various ITIL practices and how they contribute to value chain activities
• After completing this course you will receive a voucher to sit the official ITIL4 Foundation exam online

This course covers:

• Introduction to the core concepts of ITIL 4
• Key definitions and terminology of the ITIL 4 model
• Structure and benefits of ITIL 4
• The ITIL Certification path
• Service Management: Key Concepts, including value and value co-creation, sercies relationships and outcomes, costs and risks.
• The Seven Guiding Principles and applying them
• The Four Dimensions of Service Management, including external factors and the Pestle Model
• Service Value System and Service Value Chain
• Continual Improvement and the relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

• Purpose of ITIL Practices
• The Continual Improvement Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice