ITIL Certification

IT Service Management

ITIL® 4 Foundation Course Overview

This course is specially designed for IT Service Management professionals seeking ITIL Certification. It provides IT leaders, technical staff, and support personnel responsible for an organisation’s digital and information systems with practical knowledge of key concepts, common language, and principles that enable effective management of modern IT-enabled services. This course also prepares delegates for the ITIL Foundation exam and is fully based on the ITIL 4 best practice value system, making it an essential ITIL Certification course for IT professionals.

Syllabus

  • IT service management definitions; Service, Utility, Warranty, Customer, User, Service Management, Sponsor.

  • Key concepts of value creation

  • Key concepts of service relationships; Service supply; Service delivery; Service consumption; Service relationship management.

  • 7 ITIL Core Principles
    Essence, Use and Interaction; Focus on value; Start where you are; Iteratively progress through feedback; Collaborate and promote visibility; Think and work holistically; Simplify and practice; Optimise and automate.

  • ITIL Service Value Framework.

  • The service value chain, its inputs and outputs and its role in supporting value streams.

  • The 4 dimensions of Service Management; Organisations and People; Information and Technology; Partners and Suppliers; Value Streams and Processes.

  • Elements of the service value chain: Planning, Improvement, Engagement, Design and Transition, Acquisition/Output, Delivery and Support.

  • More details on how the following ITIL practices support the service value chain:

  • Continuous Improvement (including the Continuous Improvement Model)

  • Change control

  • Incident management

  • Capacity and Performance Management

  • Service Configuration Management

  • IT Asset Management

  • Business Analysis

  • Service Continuity Management

  • Deployment Management

  • Monitoring and Event Management

  • Release Management

  • Problem management

  • Service Request Management

  • Service Desk

  • Service Level Management

  • The following ITIL practices are targeted

  • Information Security Management

  • Relationship Management

  • Supplier Management

  • Availability Management

Public Online Live Web classroom

  • Attend classes remotely—no matter whether you are at home or office

  • We have the same syllabus for online classroom and face-to-face classroom sessions

    Key features:

    • Question and Answer session with the trainer

    • Case study exercises

    • Content and exercise review session

    • The certification exam can be attempted within three months of course completion

    The course includes the following:

    • Sample exams practice

    • Course material

    • Option to choose your online exam within three months of course completion

Contact us to enroll in ITIL Certification.

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