ITIL V4 Foundation Certification Program Training

Answers to Popular Questions:

 
Yes, this class can be tailored to meet your specific training needs.
Yes, we provide consulting services.
Yes, group discounts are provided.

Course Description

 
This certification course provides an introduction to ITIL V4 and how the global service management best practice has evolved to manage services holistically across a Service Value System (SVS). ITIL V4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps. The purpose of the ITIL V4 Foundation qualification is to introduce the management of modern IT-enabled services, to provide an understanding of the common language and key concepts, and to show how organizations and work can improve with the ITIL V4 guidance. To receive certification, the candidate must successfully pass the ITIL V4 Foundation exam.
Course Length: 3 Days
Course Tuition: $1670 (US)

Prerequisites

his certification is essential for anyone who works with products and services.

Course Outline

 
Introduction to ITIL
ITIL overview
1. About ITIL
2. Best practice
3. Parties involved
 
ITIL Background
ITIL publications
1. ITIL core books
2. ITIL complementary publications
 
ITIL Qualification Scheme
1. Credit system & certification levels
2. ITIL certifications
3. About this course
4. The ITIL Foundation certification
5. About this exam
6. Exam hints
 
Service Management as a Practice
Best practice
1. Sources of best practice
2. Public frameworks vs. proprietary knowledge
3. The success of ITIL
4. Reasons for ITIL adoption
 
Functions & Roles
Processes
1. Process model
2. Process roles & responsibilities
3. Process characteristics
 
Services
1. Service roles & responsibilities
2. Customer & service types
3. Service categories
4. Comparing core, enabling & enhancing services
 
Service Management
1. IT service management (ITSM)
2. Stakeholders in service management
3. RACI model
4. Desired competencies
5. Skill frameworks
6. Training
 
Service Strategy
Introduction to service strategy
1. Purpose, objectives & scope
2. Value to the business
3. Service asset
4. Components of value
5. Economic value of a service
6. Service provider types
7. Value, utility & warranty
8. Planning for risk management
9. Patterns of business activity (PBA)
10. The role of governance
 
Service Portfolio Management (SPM)
1. Purpose, objectives & scope
2. Service portfolio
 
Financial Management for IT Services
1. Purpose, objectives & scope
2. Comparing financial cycles
3. Business case
 
Business Relationship Management
1. Purpose, objectives & scope
2. Meeting requirements
3. Comparing business relationship & service level management
 
Service Design
Introduction to service design
1. Purpose, objectives & scope
2. Value to the business
3. The four Ps
4. The 5 individual aspects of design
5. Service design package (SDP)
Design coordination
 
—Day 2—
Service Design (continued)
Service catalog management
1. Types of services
2. Two-view service catalog
3. Three-view service catalog
 
Service Level Management (SLM)
1. Purpose, objectives & scope
2. Activities
3. SLA structures
4. Sample SLAM or RAG chart
5. Service review
6. Service improvement plan (SIP)
7. Interfaces
 
Supplier Management
1. Purpose, objectives & scope
2. Activities
3. Supplier categorization
 
Availability Management
1. Purpose, objectives & scope
2. Expanded incident lifecycle
3. Vital business function (VBF)
4. Activities
 
Information Security Management (ISM)
1. Purpose, objectives & scope
2. Activities
 
Capacity Management
1. Purpose, objectives & scope
2. Relationships
3. Iterative activities
 
IT service Continuity Management (ITSCM)
1. Purpose, objectives & scope
2. Activities
3. Business impact analysis (BIA)
4. Management of risk
5. Sample recovery options
 
Service Transition
Introduction to service transition
1. Purpose, objectives & scope
2. Value to the business
 
Transition Planning & Support
Service asset & configuration management (SACM)
1. Purpose, objectives & scope
2. The logical configuration model or map
3. Configuration management system (CMS)
4. Relationship between the DML & CMS
5. Configuration baseline
 
Change Management
1. Purpose, objectives & scope
2. Normal change lifecycle
3. Process flow
4. Change proposals
5. Change consideration
6. Change authority
7. Change model
8. Sample change request types
9. Remediation planning
10. Interfaces to the business
11. Interfaces to service management
 
Release & Deployment Management
1. Purpose, objectives & scope
2. Sample release policy
3. Phases of release & deployment management
 
Knowledge Management
1. Purpose, objectives & scope
2. DIKW structure
3. Service knowledge management system (SKMS)
 
—Day 3—
Service Operation
Introduction to Service Operation
1. Purpose, objectives & scope
2. Value to the business
3. Good communication
 
Event Management
1. Purpose, objectives & scope
2. Event
3. Alert
 
Request Fulfillment
1. Purpose, objectives & scope
2. Service request
 
Incident Management
1. Purpose, objectives & scope
2. Key terms
3. Incident status tracking
4. Sample priority coding
5. Incident escalation
6. Activities
7. Incident closure checklist
8. Interfaces
 
Problem Management
1. Purpose, objectives & scope
2. Reactive & proactive problem management
3. Incident vs. problems
4. Key terms
5. Activities
6. Errors detected in the development environment
7. Interfaces
 
Access Management
Service desk
1. Roles, justification & objectives
2. Organizational structures
3. Specialized service desks
 
Technical Management
Application management
1. Roles & objectives
2. Application development & management teams
 
IT Operations Management
1. Roles
2. IT operations control
3. Facilities management
4. Objectives
 
Continual Service Improvement (CSI)
Introduction to CSI
1. Purpose & objectives
2. Defining successful outcomes
3. Scope
4. CSI approach
5. CSI register
6. Baselines
7. Metric types
8. From vision to measurements
9. The relationship between KPIs & CSFs
10. Qualitative vs. quantitative CSFs & KPIs
 
7-Step Improvement
1. Purpose, objectives & scope
2. The Deming cycle
3. Activities
 
Technology & Architecture
1. An integrated ITSM toolset
2. Service automation
3. Tool evaluation process

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