Apresentação

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 operating model.

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!

Destinatários

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.

Objetivos

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.

Pré-requisitos

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Programa

Introduction

• 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 
• DevOps 
• ITIL 4 Design Rationale 
• Key Components 
• The Service Value System (SVS) 
• ITIL guiding principles 
• Governance 
• The Service Value Chain (SVC) 
• Key Concepts 
• IT service management 
• Value and value co-creation 
• Stakeholders 
• Services 
• Value 
• Service relationships

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 
• Progress iteratively 
• Collaborate & Promote Visibility 
• Work holistically 
• Keep it simple 
• Optimize and automate

Service Value Chain and Continual Improvement

• The Service Value Chain 
• The Service Value Chain and The Value Streams 
• Continual Improvement 
• Continual Improvement

Management Practices Overview

• What is a Practice? 
• General Management Practices 
• Continual Improvement (as General Management Practice) 
• Information security management 
• Relationship Management 
• Supplier Management 
• Service Management Practices 
• Availability management & Availability 
• Capacity and performance management 
• IT asset management & IT asset 
• Monitoring & event management 
• Release management 
• Service configuration management & Configuration item 
• Service continuity management 
• Technical Management 
• Deployment Management

Service Management Practices (Detailed)

• Change control 
• Incident management
• Problem management 
• Service desk 
• 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.

Comparação de Roadmaps ITIL® v3 e ITIL® v4

Certificação

Observações

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.