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  • Introduction

ITIL® 4 Foundation Training & Certification

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Study Notes & Case Studies

Assessments

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Why go for ITIL® 4 Certification with QAI

ITIL has led the ITSM industry with guidance, training and certification programmes for more than 30 years. ITIL 4 brings ITIL up to date re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways to working, such as Lean, Agile, and DevOps. ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrate system for the effective governance and management of IT-enabled services.

The purpose of the ITIL 4 Foundation qualification is:

To introduce readers to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Know More

The four dimensions of service management

The ITIL® Service Value System

The seven guiding principles

The Service Value Chain

The 34 ITIL® practices, with a focus on 18 these

Key concepts from Lean, Agile, DevOps and Organizational Change Management and why these are important to deliver business value

What
will you
Learn

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Course
Curriculum

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Introduction

  • IT Service Management in the modern world
  • About ITIL® 4

Key concepts of Service Management

  • Value
  • Value co-creation
  • Service providers
  • Service consumers
  • Other stakeholders
  • Products
  • Services
  • Configuring resources for value creation
  • Service offerings
  • Service relationship
  • Utility and Warranty

The Four Dimensions of Service Management

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External Factors

The Service Value System

  • Service value system an overview
  • Opportunity, demand and value

The 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

Governance

  • Governing bodies and governance
  • Governance in SVS

Service Value Chain

  • Plan
  • Improve
  • Engage
  • Design and transition
  • Obtain/build
  • Deliver and support

Continual Improvement

  • Steps of the continual improvement model
  • Continual improvement and the guiding principles

ITIL® Management Practices

  • Continual Improvement
  • Information security management
  • Relationship management
  • Supplier management
  • Availability management
  • Capacity and performance management
  • Change control
  • Incident management
  • IT asset management
  • Service configurations management
  • Monitoring and event management
  • Release management
  • Deploy management
  • Service continuity management
  • Service desk
  • Service level management
  • Service request management

Exams

  • RECAP
  • EXAMS
    • Exam Format:
      • Multiple choice
      • 40 questions
      • Online or paper based exams available through Peoplecert
      • Maximum 60 minutes duration
      • Closed book
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