ITIL4FCS: ITIL 4 Foundation With Case Study

This course prepares students for the ITIL 4 Foundation exam. The ITIL 4 Foundation certificate is a requirement for attending any of the ITIL Managing Professional and ITIL Strategic leader modules that lead up to the ITIL master qualification.

Purpose of the exam is to test if participants can demonstrate enough recall and understanding of the ITIL 4 service management framework, as described in the AXELOS syllabus, to take the test and be awarded the ITIL 4 Foundation qualification.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Individuals at the start of their journey in Service Management; ITSM Managers and aspiring ITSM Managers; Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery; Existing ITIL qualification holders wishing to update their knowledge.

Module 1: Introduction

• IT Service Management, Agile and DevOps
• Influence of Lean, Agile, DevOps on IT Service Management
• Impact of Lean, Agile and DevOps on The Organization
• How ITIL Supports Agile
• DevOps
• ITIL 4 Design Rationale
• Key Components
• The Service Value System (SVS)
• ITIL guiding principles
• Governance
• The Service Value Chain (SVC)
• Key Concepts
• IT service management
• Value and value co-creation
• Stakeholders
• Services
• Value
• Service relationships

Module 2: Four Dimensions & Guiding Principles

• The Four Dimensions of Service Management
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• The Guiding Principles
• The Service Value System (SVS) – Guiding Principles
• Focus on Value
• Start where you are
• Progress iteratively
• Collaborate & Promote Visibility
• Work holistically
• Keep it simple
• Optimize and automate

Module 3. Service Value Chain and Continual Improvement

• The Service Value Chain
• The Service Value Chain and The Value Streams
• Continual Improvement
• Continual Improvement

Module 4. Management Practices Overview

• What is a Practice?
• General Management Practices
• Continual Improvement (as General Management Practice)
• Information security management
• Relationship Management
• Supplier Management
• Service Management Practices
• Availability management & Availability
• Capacity and performance management
• IT asset management & IT asset
• Monitoring & event management
• Release management
• Service configuration management & Configuration item
• Service continuity management
• Technical Management
• Deployment Management

Module 5: Service Management Practices (Detailed)

• Change control
• Incident management
• Problem management
• Service desk
• Service level management
• Service request management

What is difference between ITIL and ITSM?

• ITIL is a framework that provides best practices for managing and delivering IT services, while ITSM is the practice of using tools, techniques, and frameworks to design, deliver, manage, and improve the quality of IT services in an organization. Aligning IT services with business objectives and ensuring their effective and efficient delivery are the goals of both ITIL and ITSM.

Is it easy to learn ITIL? 

• Learning ITIL can be challenging, as it involves understanding a wide range of concepts and principles related to IT service management. It can be helpful to have a background in IT and some experience with IT service management practices before attempting to learn ITIL. You need to take up foundation ITIL courses like ITIL4F: ITIL4 Foundation Training before attending this training.

Will I be ITIL Certified if I attend this course? 

• You will receive a certification of completion from us. In order to be ITIL Certified, you have to sit for the official exam.