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Itil 4 Foundation (2024)

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Published 5/2024
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Language: English | Size: 1.26 GB | Duration: 7h 39m
Understanding the Key Concepts, Principles, and Models of ITIL v4

What you'll learn
The key concepts, principles, and models of ITIL v4 service management
The ITIL service value system and how it aligns with organizational objectives
The four dimensions of service management and their importance
The four dimensions of service management and their importance
The 7 ITIL guiding principles for effective service management
The 34 ITIL practices and how they support service delivery
Practical application of ITIL concepts through case studies and exercises
Strategies for implementing and continually improving ITIL-based service management
Requirements
No prior ITIL experience required: The ITIL v4 Foundation course is designed for beginners and does not require any previous ITIL knowledge or certification.
General IT or business experience: While not strictly mandatory, some level of experience working in an IT or business environment is often recommended. This helps participants better relate the ITIL concepts to real-world scenarios.
Familiarity with IT service management: A basic understanding of IT service management principles and processes can be beneficial, but is not an absolute prerequisite.
English proficiency: Since the course materials and exam are typically provided in English, a good command of the English language is usually required.
Availability and commitment: Participants should be able to dedicate the necessary time and attention to attend the course sessions and prepare for the certification exam.
Access to course materials: Depending on the training provider, participants may need to obtain the official ITIL v4 Foundation publication or have access to digital course materials.
Exam registration: Participants are typically required to register for the ITIL v4 Foundation certification exam, which is often scheduled as part of the course or can be taken separately.
Organizational support (optional): In some cases, employers or organizations may require or encourage their employees to obtain the ITIL v4 Foundation certification, providing the necessary resources and support.
Description
ITIL v4 Foundation Course: Mastering the Fundamentals of Service ManagementCourse Overview: The ITIL v4 Foundation course is designed to provide participants with a comprehensive understanding of the key concepts, principles, and models that underpin effective service management. This course serves as the foundational step in the ITIL certification journey, equipping learners with the knowledge and skills necessary to successfully implement and manage IT services within their organizations.Learning Objectives:Understand the key concepts, principles, and models of ITIL v4 service management.Explore the ITIL service value system and its alignment with organizational objectives.Examine the four dimensions of service management and their importance in delivering value.Gain insights into the ITIL service value chain and its key activities.Familiarize with the 7 ITIL guiding principles for effective service management.Discover the 34 ITIL practices and their role in supporting service delivery.Apply ITIL concepts through case studies, exercises, and practical scenarios.Develop strategies for implementing and continually improving ITIL-based service management.Course Content:Introduction to ITIL v4 and Service ManagementThe evolution of ITIL and its role in modern service managementKey concepts and terminology in ITIL v4The ITIL Service Value SystemUnderstanding the ITIL service value systemAligning service management with organizational objectivesThe Four Dimensions of Service ManagementOrganizations and peopleInformation and technologyPartners and suppliersValue streams and processesThe ITIL Service Value ChainThe key activities of the ITIL service value chainIntegrating the service value chain with the four dimensionsITIL Guiding PrinciplesThe 7 ITIL guiding principles for effective service managementApplying the guiding principles in practiceITIL PracticesOverview of the 34 ITIL practicesLeveraging ITIL practices to support service deliveryImplementing and Improving ITIL-based Service ManagementStrategies for successful ITIL implementationContinuous improvement and service management maturityCertification Preparation: The ITIL v4 Foundation course prepares participants for the ITIL v4 Foundation certification exam, which is the first step in the ITIL certification path. Upon successful completion of the exam, learners will receive the ITIL v4 Foundation certification, demonstrating their proficiency in the fundamental principles and practices of service management.Target Audience: This course is designed for a wide range of professionals, including:IT managers and professionalsService delivery and support personnelProject managers and business analystsConsultants and service providersAnyone interested in developing a strong foundation in ITIL service managementDelivery Methods: The ITIL v4 Foundation course can be delivered through various formats, including:Instructor-led classroom trainingVirtual instructor-led trainingSelf-paced online learningBlended learning approachesBy completing this course, participants will gain a solid understanding of ITIL v4 principles and practices, enabling them to contribute to the effective delivery and management of IT services within their organizations.
Overview
Section 1: Introduction
Lecture 1 Course Overview : ITIL 4 Foundation
Section 2: ITIL 4 Overview
Lecture 2 Introduction
Lecture 3 What is ITIL?
Lecture 4 Organizations Involved in Maintaining ITIL
Lecture 5 ITIL 4 Certification Scheme
Lecture 6 ITIL Today
Lecture 7 Benefits of ITIL (Information Technology Infrastructure Library)
Lecture 8 Diagram of the ITIL Service Value System
Lecture 9 Components of the ITIL Service Value System
Lecture 10 Diagram of the Four Dimensions of Service Management
Lecture 11 The Four Dimensions of Service Management
Lecture 12 Lab : Discussing ITIL Basics
Lecture 13 Service Management
Lecture 14 Products and Services
Lecture 15 Co-Creation of Value
Lecture 16 Organizations
Lecture 17 Service Providers
Lecture 18 Service Consumers
Lecture 19 Service Consumer Types
Lecture 20 Stakeholders and Value Alignment
Lecture 21 Service Offerings
Lecture 22 Service Offering Components
Lecture 23 Service Relationship
Lecture 24 Service Provision
Lecture 25 Service Consumption
Lecture 26 Service Relationship Management
Lecture 27 The Service Relationship Model
Lecture 28 Value
Lecture 29 Output and Outcomes
Lecture 30 Service Relationship
Lecture 31 Service Relationship (Utility and Warranty)
Lecture 32 Lab : Discussing the Key Concepts of ITIL
Section 3: The ITIL Framework
Lecture 33 Introduction : The ITIL Framework
Lecture 34 The Four Dimensions of Service Management
Lecture 35 A Holistic Approach to Value Delivery
Lecture 36 Organizations
Lecture 37 People
Lecture 38 Information and Technology
Lecture 39 Information Considerations
Lecture 40 Technology Questions
Lecture 41 Partners and Suppliers
Lecture 42 Strategic Factors
Lecture 43 Value Streams
Lecture 44 Processes
Lecture 45 External Factors
Lecture 46 Lab : Discussing the Four Dimensions of Service Management
Lecture 47 Opportunity and Demand
Lecture 48 What is a Guiding Principle?
Lecture 49 The Seven Guiding Principles
Lecture 50 Governing Bodies
Lecture 51 Governance Activities
Lecture 52 The Service Value Chain
Lecture 53 The Service Value Chain Activities
Lecture 54 Definition of ITIL Practices
Lecture 55 General Management Practices
Lecture 56 Service Management Practices
Lecture 57 Technical Management Practices
Lecture 58 Continual Improvement
Lecture 59 Lab : Discussing the Service Value System
Section 4: The ITIL Guiding Principles
Lecture 60 Introduction : The ITIL Guiding Principles
Lecture 61 Focus on Value
Lecture 62 Customer Experience (CX)
Lecture 63 Apply the Principle
Lecture 64 Lab : Discussing the Focus on Value Principle
Lecture 65 Start Where You Are
Lecture 66 Apply the Principle
Lecture 67 Lab : Discussing the Start Where You Are Principle
Lecture 68 Progress Iteratively with Feedback
Lecture 69 Feedback
Lecture 70 Time-Boxing
Lecture 71 Apply the Principle
Lecture 72 Lab : Discussing the Progress Iteratively with Feedback Principle
Lecture 73 Collaborate and Promote Visibility
Lecture 74 Stakeholder Identification
Lecture 75 Communications
Lecture 76 Make Work Visible
Lecture 77 A Sample Kanban Board
Lecture 78 Apply the Principle
Lecture 79 Lab : Discussing the Collaborate and Promote Visibility Principle
Lecture 80 Think and Work Holistically
Lecture 81 Apply the Principle
Lecture 82 Lab : Discussing the Think and Work Holistically Principle
Lecture 83 Keep It Simple and Practical
Lecture 84 Manage Conflicting Objectives
Lecture 85 Apply the Principle
Lecture 86 Lab : Discussing the Keep It Simple and Practical Principle
Lecture 87 Optimize and Automate
Lecture 88 Optimization Steps
Lecture 89 Automation
Lecture 90 Apply the Principle
Lecture 91 Lab : Discussing the Optimize and Automate Principle
Lecture 92 Interaction Between the Principles
Lecture 93 Lab : Discussing the Interaction Between the Principles
Section 5: The ITIL Service Value System
Lecture 94 Introduction : The ITIL Service Value System
Lecture 95 Governing Bodies
Lecture 96 Governance Activities
Lecture 97 The Evaluate Activity
Lecture 98 The Direct Activity
Lecture 99 The Monitor Activity
Lecture 100 The Role of Governance in the Service Value System
Lecture 101 Guidelines for Establishing Governance in the Service Value System
Lecture 102 Lab : Discussing Governance in the Service Value System
Lecture 103 The Service Value Chain
Lecture 104 Inputs and Outputs
Lecture 105 The Plan Activity
Lecture 106 The Improve Activity
Lecture 107 The Engage Activity
Lecture 108 The Design and Transition Activity
Lecture 109 The Obtain/Build Activity
Lecture 110 The Deliver and Support Activity
Lecture 111 Lab : Discussing the Service Value Chain
Lecture 112 Relationships of Continual Improvement Model, Value Chain, and Practices
Lecture 113 The Continual Improvement Model
Lecture 114 What Is the Vision?
Lecture 115 Where Are We Now?
Lecture 116 Where Do We Want to Be?
Lecture 117 How Do We Get There?
Lecture 118 Take Action
Lecture 119 Did We Get There?
Lecture 120 How Do We Keep the Momentum Going?
Lecture 121 How Continual Improvement Maps to Guiding Principles
Lecture 122 Theory of Constraints
Lecture 123 Lab : Discussing the Continual Improvement Model
Section 6: Key ITIL Practices
Lecture 124 Introduction : Key ITIL Practices
Lecture 125 ITIL Practices Redefined
Lecture 126 Purpose of Continual Improvement
Lecture 127 Key Activities
Lecture 128 Continual Improvement Methods and Techniques
Lecture 129 Sample SWOT Analysis
Lecture 130 Continual Improvement Register
Lecture 131 Continual Improvement Heat Map and Value Chain
Lecture 132 Lab : Analyzing the Continual Improvement Practice
Lecture 133 Purpose of Service Level Management
Lecture 134 Service Level Agreements
Lecture 135 Service Level Agreement Requirements
Lecture 136 Customer Engagement and Feedback
Lecture 137 Metrics
Lecture 138 Service Level Management Heat Map and Value Chain
Lecture 139 Lab : Analyzing the Service Level Management Practice
Lecture 140 Purpose of Change Enablement
Lecture 141 Changes
Lecture 142 Types of Changes
Lecture 143 Change Schedule
Lecture 144 Change Enablement Heat Map and Value Chain
Lecture 145 Lab : Analyzing the Change Enablement Practice
Lecture 146 Purpose of Incident Management
Lecture 147 Incidents
Lecture 148 Incident Diagnosis and Resolution
Lecture 149 Incident Management
Lecture 150 Incident Management and Suppliers
Lecture 151 Swarming
Lecture 152 Incident Management Heat Map and Value Chain
Lecture 153 Lab : Analyzing the Incident Management Practice
Lecture 154 Purpose of Service Request Management
Lecture 155 Service Requests
Lecture 156 Guidelines for Handling Service Requests
Lecture 157 Service Request Management Heat Map and Value Chain
Lecture 158 Lab : Analyzing the Service Request Management Practice
Lecture 159 Purpose of Service Desk
Lecture 160 Service Desk
Lecture 161 Access Channels
Lecture 162 Training and Competencies
Lecture 163 Supporting Tools
Lecture 164 Service Desk Heat Map and Value Chain
Lecture 165 Lab : Analyzing the Service Desk Practice
Lecture 166 Purpose of Problem Management
Lecture 167 Problems and Known Errors
Lecture 168 Distinguishing Incidents from Problems
Lecture 169 Phases of Problem Management
Lecture 170 Problem Identification
Lecture 171 Problem Control
Lecture 172 Workarounds
Lecture 173 Error Control
Lecture 174 Practice Interactions
Lecture 175 Problem Management Heat Map and Value Chain
Lecture 176 Lab: Analyzing the Problem Management Practice
Section 7: Other ITIL Practices
Lecture 177 Introduction : Other ITIL Practices
Lecture 178 Relationship Management
Lecture 179 Information Security Management
Lecture 180 Supplier Management
Lecture 181 Lab : Discussing the General Management Practices
Lecture 182 Service Configuration Management
Lecture 183 Simplified Service Model for a Typical IT Service
Lecture 184 IT Asset Management
Lecture 185 Monitoring and Event Management
Lecture 186 Key Activities of Event Management
Lecture 187 Release Management
Lecture 188 Release Management in Traditional/Waterfall Environments
Lecture 189 Release Management in Agile/DevOps Environments
Lecture 190 Lab : Discussing the Service Management Practices
Lecture 191 Deployment Management
Lecture 192 How Deployment is Evolving
Lecture 193 Lab : Discussing the Technical Management Practices
IT Professionals: Individuals working in IT roles such as IT service desk, IT support, IT operations, and IT project management.,Business Professionals: Professionals in non-IT roles who interact with IT services or are responsible for managing service delivery, such as business analysts, process owners, and service owners.,Aspiring ITSM Professionals: Individuals who are new to the field of IT service management and want to establish a strong foundation in ITIL principles and practices.,Managers and Supervisors: Managers, supervisors, and team leaders who are responsible for overseeing the delivery of IT services and want to understand how ITIL can improve service management.,Consultants and Trainers: Professionals who provide ITSM consulting services or deliver ITIL training and want to enhance their knowledge and expertise.,Executives and Decision-Makers: Senior-level executives and decision-makers who want to understand how ITIL can align IT services with business objectives and drive organizational success.,Students and Recent Graduates: Students and recent graduates who are interested in pursuing a career in IT service management and want to gain a recognized certification.,Cross-Functional Teams: Members of cross-functional teams, such as DevOps or Agile teams, who need to understand how ITIL principles and practices can be integrated with their ways of working.

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