ITIL4 Foundation Training Program
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INTRODUCTION
ITIL 4 extends the world’s leading IT best practices framework to include many new ways of working, including Agile, LEAN, DevOps and other innovative approaches. In this course you will learn the basic aspects of the ITIL framework and how to use it to improve the quality of the services you provide to your clients.
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COURSE OBJECTIVES
By the end of the course, you‘ll be able to:
- Learn ITIL Service Management System.
- Learn Service value chain.
- Learn Best practices for continuous improvement.
- Learn Main guidelines.
- Learn Governance requirements.
- Learn Key ITIL practices.
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COURSE AUDIENCE
This course is made for:
- all levels of IT professionals, customers, and users involved in the provision or receipt of IT Services in any organization.
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COURSE OUTLINE
Day One:
ITIL 4 Overview
- Introduction to ITIL
- Key Concepts of ITIL
The ITIL Framework
- The Four Dimensions of Service Management
- The ITIL Service Value System (SVS)
Day Two:
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
Day Three:
The ITIL Service Value System (SVS)
- Governance
- The Service Value Chain
- Continual Improvement
Day Four:
Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
Day Five:
Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
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