ITSM Fundamentals (ITIL 4-Based) Training Course

This course guides you through a comprehensive digital strategy journey. Its iterative, eight-step model progresses from "vision" to "actions," focusing on building sustainable digital momentum. Participants will explore the four essential capabilities required to establish a holistic digital capability framework: digital leadership, managing innovation and emerging technologies, risk management, and structuring a digital enterprise.

This course is designed for individuals in senior roles, such as CIOs, chief digital officers, and aspiring CxOs, as well as consultants and others involved in digital transformations, service delivery, and strategic planning for government.

By the end of this course, you will gain an understanding of:

• The internal and external factors to consider when developing a digital strategy
• The distinctions between IT strategy and digital strategy, and how they can be integrated effectively
• Creating a digital strategy that maximizes value from digital initiatives
• Implementing and sustaining a digital strategy over time
• Developing and fostering digital capabilities for continuous business innovation and value co-creation

Defined as “a set of organizational resources for performing work or accomplishing an objective,” there are 34 ITIL management practices in total, representing some of the most practical resources within the ITIL framework.

While the ITIL 4 Foundation course introduces these management practices as foundational concepts, hands-on learning and the application of these concepts occur in the practice modules. Validation of these skills is achieved through certification. Each individual practice course is designed for professionals who wish to demonstrate and validate their expertise in specific practice areas, but certification as a Practice Manager requires a broader set of skills across a minimum of 5 practices within three management practice domains:

• Monitor, Support, and Fulfill
• Plan, Implement, and Control
• Collaborate, Assure, and Improve

If you are an IT professional interested in achieving the Practice Manager qualification, your goal is to establish effective cross-practice collaboration and service value streams within your organization. To achieve this, you must complete any 5 individual practices plus the ITIL Specialist: Create, Deliver, and Support module, or you can complete one of the 3-day domain-based bundles plus the ITIL Specialist: Create, Deliver, and Support module. This approach ensures that professionals are well-equipped to support and enhance IT service management processes for government operations.

This course is designed for government employees who need an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as stakeholders who work closely with IT to support business requirements. This course is also tailored for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for the ITIL® 4 Foundation exam.

ITIL 4® Foundation enables candidates to look at IT Service Management through an end-to-end operating model for the creation, delivery, and continual improvement of tech-enabled products and services.

ITIL 4® Foundation equips candidates with:

• A holistic approach to facilitating the co-creation of value with customers and other stakeholders in the form of products and services
• The guiding principles of ITIL 4®
• The four dimensions of Service Management
• Key concepts from Lean, Agile, DevOps, and why these are important for delivering business value
• How ITIL practices described in ITIL 4® will maintain the value and importance provided by current ITIL® processes, while also expanding to be integrated into different areas of service management and IT, from demand to value.

Who is ITIL 4® Foundation for:

ITIL 4® Foundation is suitable for individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization. The certification also applies to IT professionals who work within an organization that has adopted ITIL® and need to be aware of and contribute to the overall service improvement program.

ITIL 4® continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with, and leads the broader business strategy for government.