ITIL Foundation
Free
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14
Jan
This course provides IT leaders, practitioners, support staff and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles, and practices that enable successful management of modern IT-enabled services.
Course Outline
Module 1: Introduction to ITIL4
- Overview of ITIL4 Foundation Course
- History and evolution of ITIL
- Key concepts of service management
Module 2: ITIL4 Guiding Principles
- Understand the seven guiding principles of ITIL4
- 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
Module 3: ITIL Service Value System (SVS)
- Understand the ITIL Service Value System (SVS)
- Purpose and components of the SVS
- Understand the relationship between the SVS and the ITIL practices
- Service Value Chain activities:
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
Module 4: ITIL Practices
- Overview of ITIL practices
- Purpose of ITIL practices
- Components of ITIL practices
- ITIL practices covered in this course:
- Information security management
- Relationship management
- Supplier management
- IT asset management
- Monitoring and event management
- Release management
- Service configuration management
- Deployment management
- Continual improvement
- Change control
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
Module 5: Continual Improvement
- Understand the Continual Improvement practice
- Purpose of Continual Improvement
- Continual Improvement model
- Continual Improvement process
Module 6: Change Control
- Understand the Change Control practice
- Purpose of Change Control
- Types of Changes
- Change Advisory Board (CAB)
- Change Models
- Change Control process
Module 7: Incident Management
- Understand the Incident Management practice
- Purpose of Incident Management
- Incident Management process
- Incident prioritization
- Incident categorization
- Escalation and communication
Module 8: Problem Management
- Understand the Problem Management practice
- Purpose of Problem Management
- Problem Management process
- Problem prioritization
- Root Cause Analysis (RCA)
- Workarounds and Known Error Database (KEDB)
Module 9: Service Request Management
- Understand the Service Request Management practice
- Purpose of Service Request Management
- Service Request Management process
- Request Models
- Service Request Catalogue (SRC)
- Service Level Agreement (SLA)
Module 10: Service Desk
- Understand the Service Desk practice
- Purpose of Service Desk
- Types of Service Desks
- Service Desk Metrics
- Service Desk tools and technologies
Module 11: Service Level Management
- Understand the Service Level Management practice
- Purpose of Service Level Management
- Service Level Management process
- Service Level Agreement (SLA)
- Service Level Requirements (SLR)
- Operational Level Agreement (OLA)
Module 12: ITIL Exam Preparation
- Tips for passing the ITIL4 Foundation exam
- Practice exam questions and answers
- ITIL4 Foundation exam format and structure
- Exam day strategies and best practices
Conclusion
Recap of key concepts and principles, Review of ITIL4 practices, Importance of ITIL4 in modern-day IT service management.
Course Content
Time: 10 weeks
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