ITIL® 4 Foundation

Course Length: 2 Days

Delivered: Virtually

OVERVIEW:

ITIL® is the worl>s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps and Organizational Change Management. This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL® 4. New Horizons is committed to your success beyond the classroom. Your enrollment in this class includes an ITIL 4 certification exam voucher and the official AXELOS ITIL Foundation Guidance e-book. The e-book reinforces what you learned in class and can serve as a reference guide for you and your organization as you begin your ITIL 4 adoption. The ITIL 4 Foundation certification is required before you can get any of the Managing Professional or Strategic Leader certifications. Extra resources with this class also include Sample Papers with Practice Exam questions and a Study Guide. This course may earn a Credly Badge.

TARGET AUDIENCE:

This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.

COURSE OBJECTIVES:

By completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Value Service Chain that incorporate the core of ITIL® version 4.

COURSE CONTENT:

ITIL 4 Overview

• Introduction to ITIL
• Key Concepts of ITIL

The ITIL Framework

• The Four Dimensions of Service Management
• The ITIL Service Value System

The ITIL Guiding Principles

• Focus on Value
• Start Where You Are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep It Simple and Practical
• Optimize and Automate

The ITIL Service Value System

• Governance
• The Service Value Chain
• Continual Improvement

Key ITIL Practices

• Continual Improvement
• Service Level Management
• Change Control
• Incident Management
• Service Request Management
• Service Desk
• Problem Management

Other ITIL Practices

• General Management Practices
• Service Management Practices
• Technical Management Practices