ITIL® 4 FOUNDATION (ENGLISH)
5
Lessons
4
Videos
All
Skill Level
12 h
Duration
English
Language
Overview
The ITIL 4 Foundation qualification is intended to introduce candidates 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.
The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4 higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.
Completing this course will help you:
- Understand the key concepts of service management
- Understand how to apply the ITIL guiding principles in your organization
- Understand the four dimensions of service management
- Understand the purpose and components of the ITIL service value system
- Understand the activities of the service value chain
- Know the purpose and key terms of 15 ITIL practices
Who is the course for?
- IT personnel responsible for the creation, delivery and support of digital services
- Service providers, service integrators, IT developers
- Anyone aspiring to drive IT service management
- Individuals who aspire to ITIL 4 Foundation certification
Learning Path
A recall of key terms and concepts from previous ITIL versions such as what is a service, utility vs warranty, the difference between a customer and a user, the definition of service management and much more.
An in-depth discussion of the different concepts that contribute to the creation of value with services.
Description and usefulness of the four dimensions of service management:
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
An overview of the purpose and components of the service value system (SVS):
- The 7 guiding principles
- Governance
- Service value chain
- Practices
- Continual improvement
Know the purpose and key terms of the following 8 ITIL practices:
- Information security management
- Relationship management
- Supplier management
- IT asset management
- Monitoring and event management
- Release management
- Service configuration management
- Deployment management
Understand the purpose, key concepts and relevance of the following 7 ITIL practices:
- Continual improvement
- Change enablement
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management