Course Outline
Course Overview and Introduction
Training Itinerary (Three-Day Duration)
Day 1:
Module 1: Course Foundations
Participant Orientation
Curriculum Scope and Definition
Stated Learning Objectives
Instructional Structure
Schedule Review
Contextualizing IT Service Management in the Current Landscape
Overview of the ITIL 4 Framework
Architectural Components and Operational Advantages of ITIL 4
Assessment and Certification Parameters
Key Takeaways
Module 2: Core Service Management Principles
Purpose and Contextual Framework
Terminology and Definitions
Module-Specific Learning Goals
Value Creation and Collaborative Value Generation
Value Components: Services, Products, and Resources
Defining Service Interactions
Value Metrics: Outcomes, Expenditures, and Risk Factors
Module Conclusions
Day 2:
Module 3: Foundational Directives
Purpose and Contextual Framework
Identification of Core Principles
Terminology and Definitions
Module-Specific Learning Goals
Subject Matter Breakdown
The Seven Foundational Directives
Implementation of Core Principles
Key Takeaways
Module 4: Structural Dimensions of Service Management
Purpose and Contextual Framework
Defining the Four Dimensions
Terminology and Definitions
Module-Specific Learning Goals
Subject Matter Breakdown
Human Capital and Organizational Structures
Information Systems and Technological Infrastructure
External Partnerships and Supply Chains
Value Streams and Process Optimization
External Influences and the PESTLE Analytical Model
Module Conclusions
Module 5: The Service Value System
Purpose and Contextual Framework
Terminology and Definitions
Module-Specific Learning Goals
Subject Matter Breakdown
Architectural Overview of the Service Value System
Functional Overview of the Service Value Chain
Module Conclusions
Day 3:
Module 6: Continuous Improvement Protocols
Purpose and Contextual Framework
Terminology and Definitions
Module-Specific Learning Goals
Subject Matter Breakdown
Foundations of Continuous Improvement
The Continuous Improvement Cycle Model
Interrelation Between Continuous Improvement and Core Principles
Key Takeaways
Module 7: Introduction to ITIL Operational Practices
Purpose and Contextual Framework
Terminology and Definitions
Module-Specific Learning Goals
Subject Matter Breakdown
Objectives and Scope of ITIL Practices
The Continuous Improvement Practice
The Change Control Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Functionality
The Service Level Management Practice
Module Conclusions
Module 8: Advanced ITIL Practice Analysis
Purpose and Contextual Framework
Terminology and Definitions
Module-Specific Learning Goals
Subject Matter Breakdown
Detailed Examination of Specific Practices
Module Conclusions
Conclusion and Forward Planning
Requirements
Target Audience
The ITIL 4 Foundation course is designed for personnel requiring a fundamental comprehension of the ITIL framework and its application in enhancing the quality of IT service management within an organization. This certification is also applicable to IT professionals employed in entities that have adopted ITIL standards, who must align their contributions with the broader service improvement initiatives.
ITIL 4 continues to serve the IT Service Management community while broadening its applicability to a wider spectrum of professionals operating in the digital sector. It provides guidance on how IT functions interface with, and lead, overarching business strategies for government and public sector entities.
Testimonials (2)
The key concepts of service management and improvement
Course - ITIL4 Foundation
Clarify many already known concepts, gave them a context.
