Course Outline
Introduction
Training Agenda (Three-Day Duration)
Day 1:
Module 1: Program Orientation
Familiarization with Participants
Program Overview
Learning Objectives
Curriculum Structure
Session Schedule
IT Service Management in the Contemporary Landscape
Introduction to ITIL 4 Framework
ITIL 4 Framework Structure and Advantages
Examination Procedures
Summary of Critical Points
Module 2: Core Concepts of Service Management
Program Intent and Context
Terminology Covered
Learning Objectives
Value Creation and Co-Creation Models
Service, Product, and Resource Value Definitions
Service Relationship Frameworks
Value Assessment: Outcomes, Costs, and Risks
Module Summary
Day 2:
Module 3: Foundational Guiding Principles
Program Intent and Context
Identification of Guiding Principles
Terminology Covered
Learning Objectives
Content Coverage
The Seven Guiding Principles
Application of Guiding Principles in Government Operations for government
Summary of Critical Points
Module 4: Four Dimensions of Service Management
Program Intent and Context
The Four Dimensions Framework
Terminology Covered
Learning Objectives
Content Coverage
Organizational Structure and Personnel
Information Systems and Technology
Partner and Supplier Engagement
Value Streams and Process Implementation
External Environmental Factors and the PESTLE Model
Module Summary
Module 5: Service Value System (SVS)
Program Intent and Context
Terminology Covered
Learning Objectives
Content Coverage
SVS Overview
Service Value Chain Overview
Module Summary
Day 3:
Module 6: Continual Improvement Strategies
Program Intent and Context
Terminology Covered
Learning Objectives
Content Coverage
Introduction to Continual Improvement
The Continual Improvement Model
Alignment Between Continual Improvement and Guiding Principles
Summary of Critical Points
Module 7: Overview of ITIL Practices
Program Intent and Context
Terminology Covered
Learning Objectives
Content Coverage
ITIL Practice Objectives
The Continual Improvement Practice
Change Control Practice
Incident Management Practice
Problem Management Practice
Service Request Management Practice
Service Desk Practice
Service Level Management Practice
Module Summary
Module 8: Advanced ITIL Practices
Program Intent and Context
Terminology Covered
Learning Objectives
Content Coverage
Practical Application of Practices
Module Summary
Course Conclusion and Future Steps
Requirements
Target Audience
The ITIL 4 Foundation certification is designed for personnel seeking a foundational comprehension of the ITIL framework and its application to improve organizational IT service management quality. This credential is also relevant for IT professionals employed by organizations that have implemented ITIL, enabling them to effectively participate in and support broader service improvement initiatives. ITIL 4 extends its support to the ITSM community while reaching a broader spectrum of digital industry practitioners, clarifying how information technology interfaces with and drives overall business strategy for government and private sector entities alike.
Testimonials (1)
Understanding that in project management is more about tailoring and assessing each situation than just deciding what to do next.
