Overview 

In this hands-on course, delegates you get a full understanding of the lifecycle of managing IT services to facilitate business change, transformation and growth. The program will prepare delegates to become solid practitioners of ITIL (short for “IT Infrastructure Library”), including being able to apply the core disciplines of ITIL best practices. Upon completing this course, you’ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services. IT teams are enabled to continue to play a crucial role in the wider business strategy.

This foundation level is designed as an introduction to ITIL 4 and enables you to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.  To help you prepare we will provide you with the official ITIL 4 Foundation publication prior to your course.

This exam-preparatory course provides comprehensive coverage of foundation concepts of ITIL. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management. The ITIL Certification course qualifies for 24 PMI PDUs. All PMP credential holders will need to earn 60 PDUs per three-year cycle.

Delegates will receive a comprehensive set of materials which will enable them to understand ITIL in a comprehensive manner, study and pass the exam.

All ITIL® courses are in partnership with a2b Consulting.

Duration

3 days (24 hours) (or ~2-3 weeks live online)

Target Audience

• Technology professionals and consultants
• Executives and key stakeholders
• Process owners and managers
• Senior technical and operational staff

Exams

• Delegates will be offered the opportunity to complete the ITIL Foundation Certification Exam on the last day of the program, or
• Delegates will be exam vouchers to complete the exam through remote, online proctoring.

Prerequisites

None.  Basic familiarity with business and technology is highly recommended.

Learning Objectives (After this course, students/delegates will be able to…)

• Explain all ITIL process components, including goals, key terms, responsibilities, relationships, costs and benefits, and keys to success
• Implement important principles for improving IT operations
• Discuss the vital processes and functions
• Apply the practical guidance for applying ITIL to everyday IT situations
• Work effectively n a team to align with business, control costs, and improve IT service quality
• Implement strategies to balance IT resources
• Leverage ITIL concepts and practices in their daily work
• Prepare themselves to pass the ITIL Foundation exam

Course Outline

• Key Concepts of Service Management
• Service
• Utility
• Warranty
• Customer
• User
• Service management
• Sponsor
• Key Concepts of Value Creation
• Cost
• Value
• Organization
• Outcome
• Output
• Risk
• Utility and Warranty
• Service provision
• Key Concepts of Service Relationships
• Service relationship management
• Seven Guiding Principles
• Focus on Value
• Service offering
• Start Where You Are
• Service consumption
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep it Simple and Practical
• Optimize and Automate
• Four Dimensions of Service Management
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• Components of the ITIL Service Value System
• Plan
• Improve
• Engage
• Design & Transition
• Obtain/Build
• Deliver and Support
• ITIL Practices
• General Management Practices
• Service Management Practices
• Technical Management Practices
• How Key ITIL Practices Fit within the Service Value Chain
• Continual Improvement
• Change Control
• Service Level Management
• Incident Management
• Service Desk
• Problem Management
• Service Request Management

Comprehensive Case

This ITIL foundation Certification program includes multiple exercises, as well as a Comprehensive Case done in assigned teams. The “Comp Case” is a core case study with specific challenges supplemented for delegates as the training program proceeds. This case begins through various readings assigned upfront. Comprehensive Case presentations are done at the end.

Key Added Program Benefits

This program includes multiple exercises, as well as a Comprehensive Case done in assigned teams throughout building on knowledge gained.  Content will also and always (for life) be made available to delegates through the Starweaver Learning Management Systems (LMS) at https://lms.starweaver.com.