ITIL® 4 Foundation Training

Module 1: Introduction 

• What is ITIL®? 

• ITIL® 4 Certification Journey 

• Course Objectives 

• About the Course 

Module 2: Key Concepts of Service Management 

• Concept of Value 

• What Do We Mean by Value? 

• Definition of Value 

• What is an Organisation? 

• How is Value Created Between Organisations? 

• Service Relationships 

• Providers and Consumers Co-Create Value 

• Stakeholder and Service Consumer Roles 

• Stakeholders 

• Service Provider Organisations 

• Service Consumer Organisations 

• Other Stakeholders 

• How is Value Created? 

• Service Consumer Roles 

• Activity 

• Service Offerings 

• What is a Product? 

• What is a Service? 

• What is a Service Offering? 

• Creating Value with Services 

• Value Co-Creation 

• Service Provider 

• What are Service Consumers? 

• What are Products and Services? 

• Definitions 

• What are Service Relationships? 

• What is the Meaning of Service Provision? 

• What is Service Consumption? 

• Service Relationship Management 

• How Organisations Co-Create Value? 

• Service Relationship Model 

• Value, Outcomes, Costs, and Risk 

• Definitions 

• What Can Be Described as Utility and Warranty? 

• Review and Reflect 

• Quiz 

Module 3: Key Concepts of ITIL® 4 

• Four Dimensions of Service Management 

• Holistic Approach to Service Management 

• Four Dimensions of Service Management 

• Organisations and People 

• What do the Dimensions Includes? 

• What is Culture, and Why is it Needed? 

• What a Supportive Culture Requires? 

• What to Pay Attention to? 

• Organisational Complexities 

• Information and Technology 

• Things to Consider 

• Partners and Suppliers 

• Organisations and their Partners and Suppliers 

• Forms of Cooperation 

• What Goes into Supplier Strategy? 

• What is a Value Stream? 

• Value Streams and Processes 

• Questions to create, deliver and improve 

• Activity 

• ITIL® Service Value System 

• ITIL® SVS 

• ITIL® SVS Inputs 

• Governance 

• Challenges of Silos 

• Need for Continual Improvement 

• Applying the SVS 

• Service Value Chain 

• Introduction to the ITIL® Service Value Chain 

• Opportunity Vs Demand 

• Converting Inputs into Outputs 

• Service Value Chain, its Practices, and Value Streams 

• Activities 

• Review and Reflect Quiz 

Module 4: Guiding Principles 

• Introduction to the Guiding Principles 

• What is a Guiding Principle? 

• Focus on Value 

• How is Value is Perceived? 

• CX and UX 

• How Would You Apply this Principle? 

• Start Where You Are 

• Assess Where You Are 

• Role of Measurement 

• Applying the Principle 

• Progress Iteratively with Feedback 

• Role of Feedback 

• Use of Feedback Loops 

• Iteration and Feedback Together 

• Collaborate and Promote Visibility 

• Communication and Visibility 

• Key Collaboration Pairs 

• Promote Visibility 

• Think and Work Holistically 

• Keep it Simple and Practical 

• Judging What to Keep 

• Conflicting Objectives 

• Applying the Principle 

• Optimise and Automate 

• Road to Optimisation 

• Using Automation 

• Applying the Principle 

• Activity: Case Studies 

• Using the Guiding Principles 

• Guiding Principles in Context 

• Guiding Principles Your Examples 

• Principle Interaction 

• Applying the Guiding Principles 

• Guiding Principles: Task 

• Principle Interaction 

• Review and Reflect Quiz 

• Extension Activity 2 

Module 5: ITIL® 4 Management Practices 

• Purpose of the ITIL® Practices 

• Management Practices 

• 34 ITIL® Management Practices 

• General Management Practices 

• Service Management Practices 

• Technical Management Practices 

• Overview of Eight ITIL® Practices 

• Eight Practices 

• Information Security Management 

• Contribution of Information Security Management to SVC 

• Relationship Management 

• Supplier Management 

• Evaluating and Selecting Suppliers 

• Contribution of Supplier Management to SVC 

• IT Asset Management 

• Contribution of IT Asset Management to SVC 

• Service Configuration Management 

• Contribution of Service Configuration Management to SVC 

• Monitoring and Event Management 

• Contribution of Monitoring and Event Management to SVC 

• Deployment Management 

• Approaches for Deployment 

• Contribution of Deployment Management to SVC 

• Release Management 

• Contribution of Release Management to SVC 

• Key Management Practices – Part 1 

• What is an Incident? 

• Incident Management Guidance 

• Incident Management Tools 

• Incident Updates 

• Types of Incidents 

• Collaboration 

• Swarming 

• Third-Party Products and Services 

• Incident Management Contribution to SVC 

• Service Request Management 

• What is a Service Request? 

• Steps for Request Fulfilment 

• Request Processes and Procedures 

• Service Request Management Contribution to the SVC 

• Methods of Fulfilling Requests 

• Service Desk 

• Automation 

• Task: Service Desk ‘Pitch’ 

• Service Desk Provisions 

• Service Desk Support 

• Service Desk Skills 

• Service Desk Contribution to the SVC 

• Key Management Practices – Part 2 

• Problem Management 

• Phases of Problem Management 

• Identifying a Problem 

• Problem Control 

• Workaround 

• Error Control 

• Links to Other Practices 

• Interfaces 

• Problem Management Contribution to the SVC 

• Continual Improvement 

• Applying Continual Improvement 

• Continual Improvement Model 

• What is the Vision? 

• Where are We Now? 

• Where do We Want to Be? 

• CSFs and KPIs 

• How do We get There? 

• Take Action 

• Did we Get There? 

• How do We Keep the Momentum? 

• Methods to Continually Improve 

• Continual Improvement Activity 

• Tracking 

• CI Responsibility 

• Continual Improvement Contribution to the SVC 

• Key Management Practices – Part 3 

• Service Level Management 

• Activity 

• Service Level Agreements 

• Key requirements for SLAs 

• Watermelon SLA Effect 

• Customer Engagement 

• Customer Feedback 

• Metrics 

• Service Level Management Contribution to the SVC 

• Change Enablement 

• Define Change 

• Scope of Change Enablement 

• Change Authority 

• Types of Change 

• Scheduling 

• Change Enablement Contribution to the SVC 

• Review and Reflect 

• Quiz 

• Activities 

• Course Review 

• What’s Next? 

• Understand basic concepts, terminologies, key principles, and process models of IT Service Management that are included in ITIL® 4 Foundation 

• Appreciate the scope and objectives of service design, service strategy, service transition, continual service improvement, and service operations 

• Enhance the efficiency and effectiveness of ITIL® tools and techniques within the business, to optimise user experience 

• Apply lean principles and automate standard jobs to improve the efficiency of ITSM processes 

• Centralise activities and functions to save on cost and time