The ITIL® 4 Foundation Certificate course provides
comprehensive first-level training for anyone involved in provision, support,
or delivery of IT-enabled services in a modern digital organisation.
The ITIL 4 Foundation course teaches the fundamentals
of the very latest version of the most widely adopted guidance on IT service
management (ITSM) in the world.
ITIL 4 Foundation introduces delegates to the Service
Value System (SVS) which describes how all the components and activities of the
organisation work together as a system to enable value creation. The ITIL SVS
supports many work approaches, such as Agile, DevOps and Lean as well as
traditional process and project management, with a flexible value-oriented
The course is comprised of interactive learning sessions, exercises which reinforce the knowledge gained and practice exam questions.
Exam voucher to take the exam post class included!
Individuals at the start of their journey in Service Management; ITSM managers and aspiring ITSM managers; individuals working in other areas of IT (digital, product, development) with a strong interface with service delivery; existing ITIL qualification holders wishing to update their knowledge.
This training course prepares you for the exam leading to the ITIL 4 Foundation certificate. At the end of this course, you will have an understanding of the Guiding Principles of ITIL 4, the Service Value Chain, the four dimensions of Service Management and the link between ITIL 4 and other best practices like Lean IT, Agile and DevOps. The ITIL 4 Foundation certificate is a requirement for taking any of the ITIL Managing Professional and ITIL Strategic Leader modules that lead up to the ITIL Master qualification. Participants receive an ITIL Foundation workbook containing all the presentation materials, course notes, case study and practice exams.
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
IT Service Management, Agile and DevOps
Influence of Lean, Agile, DevOps on IT Service Management
Impact of Lean, Agile and DevOps on The Organization
How ITIL Supports Agile
ITIL 4 Design Rationale
The Service Value System (SVS)
ITIL guiding principles
The Service Value Chain (SVC)
IT service management
Value and value co-creation
Four Dimensions & Guiding Principles
The Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
The Guiding Principles
The Service Value System (SVS) – Guiding Principles
Focus on Value
Start where you are
Collaborate & Promote Visibility
Keep it simple
Optimize and automate
Service Value Chain and Continual Improvement
The Service Value Chain
The Service Value Chain and The Value Streams
Management Practices Overview
What is a Practice?
General Management Practices
Continual Improvement (as General Management Practice)
Information security management
Service Management Practices
Availability management & Availability
Capacity and performance management
IT asset management & IT asset
Monitoring & event management
Service configuration management & Configuration item
Service continuity management
Service Management Practices (Detailed)
Service level management
Service request management
Why this ITIL 4 Foundation training?
ITIL 4 Foundation is the entry level course for ITIL certification in IT Service Management (ITSM). The training course is designed as an introduction to ITIL 4 and enables you to understand a new way of looking at IT Service Management through a Service Value System. ITIL 4 brings IT Service Management up to date by reshaping many established ITSM practices in the wider context of customer experience, value streams, and digital transformation. An important part of the training is to link ITIL to new ways of working, such as Lean, Agile and DevOps.
O Novo Esquema de Certificação ITIL®
ITIL® is a registered trade marks of AXELOS Limited. The ITIL Licensed Affiliate logo is a trade mark of AXELOS Limited.
Olisipo is an affiliate of Quint. Quint is an ATO of PeopleCert.
De momento não temos datas disponíveis para este curso, entre em contacto para obter mais informações.