This is a blended course that includes:

• Online courseware
• Online proctored exam
• 1 Day interactive virtual exam cram with a live instructor

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.

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

This is a blended course that includes:

• Online courseware
• Online proctored exam
• 1 Day interactive virtual exam cram with a live instructor

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

• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks

The Guiding Principles

• The Seven Guiding Principles
• Applying the Guiding Principle

The Four Dimensions of Service Management

• Organisations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model

Service Value System

• Overview of Service Value System
• Overview of the Service Value Chain

Continual Improvement

• Introduction to Continual Improvement
• The Continual Improvement Model
• 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