This course provides a broad-based view of the ITIL®4 framework’s approach to Service Management. It covers a broad range of material at a high-level, as would reasonably be expected from a ‘Foundation’ course, with specific depth in key areas of service management and its practice. Organisations that are actively engaging with new areas of practice such as Lean and DevOps will gain from understanding how ITIL®4 can help them embrace these areas with IT Service Management.
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- Date28 May 2019
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To start your journey with the very latest in ITSM best practice and gain a broad understanding of what ITIL 4 is all about, including a chance to gain the ITIL 4 Foundation Certificate.
This course is for anyone that needs to know more about the latest version of the world’s most used Service Management framework. Delegates that are involved with an organisation that practices IT Service Management (ITSM) or hope to be should start here. Delegates that already hold an ITIL v3 Foundation certificate but haven’t taken their studies further should also start here as this course expands on their existing knowledge and takes it in new directions.
N.B. If a candidate has more than 6 points from the existing ITIL v3 qualification scheme and is anticipating completing ITIL v3 Expert or ITIL 4 Managing Professional qualifications, they may not need to attend this course; although it would still be beneficial.
Click here for more information on the ITIL 4 qualification scheme.
- Explain what ITIL4 is and why it is beneficial to a wide range of organisations
- Understand what is meant by Service and Service Management and how they contribute to the creation of value in an organisation
- Engage with the ITIL4 Guiding Principles and demonstrate how they support fundamental aspects of service management
- Describe and use the Four Dimensions of Service Management
- Recognise and use the Service Value System and Value Stream Mapping to enhance service delivery
- Understand the ITIL4 Value Chain
- Gain insight into the general ITIL4 Practices
- Understand key ITIL4 practices in more depth
Organisations that are using, or looking to use, progressive management practices in ITSM will gain employees with a rounded view of how ITIL4 fits into this, how this applies to the organisation and what benefits this can bring. It will contribute to organisational change initiatives in introducing new thinking and practices in the organisation.
Delegates attending this course will achieve a greater understanding of the service delivery practices being used and emerging in the digital age and be prepared for the changes in digital delivery. Passing the associated exam will provide them with a recognised industry qualification.
- Key Service Management and ITIL4 Concepts
- Defining Value and its relationship with stakeholders
- Service relationships and co-creation of value
- Understanding Service Offerings and Products
- Balancing Outcomes, Value, Costs and Risks
- The 4 Dimensions of Service Management
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- Introduction to the Guiding Principles
- Understand and apply each of the 7 Guiding Principles
- Introducing the 3 areas of Practice
- Key practices in ITIL4
- Incident Management
- Problem Management
- Change Control
- Service Request Management
- Service Level Management
- Service Desk
- Continual Improvement
- Overview of other practices in ITIL4
- Understanding the role of the Service Value System
- Elements of the ITIL4 SVS
- Guiding Principles
- Service Value Chain
- Continual Improvement
- Service Value Chain
- Understanding the Elements of the Service Value Chain
- Practices and their role in the Service Value Chain
- Using the Service Value Chain to identify and map Value Streams
There are no specific pre-requisites but some appreciation of the ideas and principles of services may be useful. No specific knowledge of IT is required or assumed but again, some basic appreciation of how services are now often presented, especially digitally, may be useful.
There will be pre-course work in the form of reading and other media available on the Quanta Learn Portal. It is ESSENTIAL that this is done and referred to prior to the course. It is anticipated that at least 3 hours, and preferably more time, are set aside in order to do this.
There will be homework in the evening of day 1, including a sample paper for practice prior to the exam.
The AXELOS ITIL4 Foundation Certificate exam takes the following form:
Multiple choice, closed book
60 minutes, 40 questions
26/40 or 65% required to PASS