Course Overview:

The ITIL 4 Foundation program is an immersive five-day training designed to provide participants with a comprehensive understanding of IT service management using the ITIL 4 framework. Participants will explore the evolution of ITIL, its foundational principles, and the Service Value System (SVS). The course also covers the Service Value Chain and ITIL’s service lifecycle, focusing on the activities and objectives within each phase. Core ITIL 4 practices such as incident, problem, change, and service level management will be explored in depth. The course culminates with targeted exam preparation to help participants obtain the ITIL 4 Foundation certification.

Learning Objectives:

Upon completion of the course, participants will be able to:

• Understand the foundational principles and significance of ITIL 4 in modern IT service management.
• Gain comprehensive knowledge of ITIL 4 terminology, concepts, and practices.
• Learn how to apply ITIL 4’s guiding principles to improve decision-making in service management.
• Understand the components of the Service Value System (SVS) and its role in delivering value.
• Explore the Service Value Chain and understand how it supports value creation within the organization.
• Gain an in-depth understanding of the ITIL service lifecycle, including the stages of service strategy, design, transition, operation, and continual service improvement (CSI).
• Learn essential ITIL 4 practices, including incident management, problem management, change management, and service level management.
• Acquire the skills necessary to implement ITIL 4 practices to enhance IT service management within their organizations.

Course Agenda:

Day 1: Introduction to ITIL 4

• Introduction to the ITIL 4 Foundation course.
• Overview of ITIL’s evolution and core principles.
• Understanding key ITIL 4 terminology and concepts.
• Benefits of adopting ITIL 4 in IT service management.
• Overview of the ITIL 4 certification path.

Day 2: Core Principles of Service Management

• Understanding the four dimensions of service management.
• Introduction to the ITIL Service Value System (SVS).
• Exploration of the guiding principles of ITIL 4.
• The role of governance in service management.
• Overview of the ITIL 4 Service Management model.

Day 3: The Service Value Chain

• Introduction to the ITIL Service Value Chain.
• Detailed exploration of each activity within the value chain and its interconnections.
• Understanding how the Service Value Chain creates value.
• Practical application of the Service Value Chain in real-world scenarios.

Day 4: The ITIL Service Lifecycle

• Overview of the ITIL service lifecycle framework.
• Detailed examination of each lifecycle stage:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement (CSI)
• The purpose, objectives, and activities of each service lifecycle stage.

Day 5: Key ITIL 4 Practices

• Focus on essential ITIL 4 practices:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Level Management
  • Continual Service Improvement
• Recap of key concepts and principles.
• Final review and Q&A session in preparation for the ITIL 4 Foundation exam.

By the end of this course, participants will have gained practical knowledge and insights into ITIL 4, empowering them to apply best practices in IT service management. Achieving ITIL 4 Foundation certification will enhance their skill set, improve service delivery, and contribute to their organization's success.