General Description
 

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The fundamental objective of this course is to help participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL 4 Foundation exam. 

Content

Module 1: Course Introduction

Module 2: Service Management Key Concepts

Module 3: The Guiding Principles

Module 4: The Four Dimensions of Service Management

Module 5: Service Value System

Module 6: Continual Improvement

Module 7: The ITIL Practices

 

Prerequisites

• None, although a familiarity with IT service delivery will be beneficial.
   

Course Objectives

• At the end of this course, participants will be able to:
• Understand the key concepts of ITIL service management.
• Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
• Understand the four dimensions of ITIL service management.
• Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.
• Understand the key concepts of continual improvement.
• Learn the various ITIL practices and how they contribute to value chain activities