ITIL® 4 Foundation Course

The introductory module introduces learners to the course and its structure. It will then examine the ITIL® 4 Foundation exam and provide some background information on ITIL®.

This module covers the key concepts of service management. Learners will be introduced to the key terms and the ITIL® definitions and cover key concepts of creating value with services.

You will look at key concepts in and around Service Relationships, specifically looking at:

• Service offering
• Service relationship management
• Service provision
• Service consumption.

In this section, professionals will investigate the key concepts of ITIL®, starting with the four dimensions of service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.

This module will explore the ITIL® SVS and will enable you to understand the purpose and components of the ITIL® SVS, including: opportunities and demand as inputs, value as outcomes, guiding principles, governance, service value chain, practices, and continual improvement.

This module will expand on one of the SVS components – the guiding principles.

The ITIL® Guiding Principles are:

• Focus on value, where value to stakeholders is considered in everything an organisation does.
• Start where you are, where there is recognition that the good should be taken from the current starting point and this should be used as a platform to be built upon.
• Progress iteratively with feedback, where small incremental steps with an effective feedback mechanism is best.
• Collaborate and promote visibility, by being transparent and involving the right people then we can achieve better buy-in, have better information and make better decisions.
• Think and work holistically, by taking a step back and looking at the bigger picture.
• Keep it simple and practical, the need to understand the value of individual activities to allow for the removal of those that are delivering little or no value.
• Optimise and automate, continual improvement and identifying automation opportunities to reduce human interaction and speed things up.
• Upon completion of this module, professionals should understand how the ITIL® guiding principles can help an organisation adopt and adapt service management. Specifically, you should be able to describe the nature, use and interaction of the guiding principles.

In this module, learners will look at the next part of the SVS, the Service Value Chain.

The Service Value Chain is an operating model which outlines the key activities required to respond to demand and facilitate value realisation through the creation and management of products and services.

Service Value Chain is a key concept within ITIL® and specifically the SVS. It will also cover the six value chain activities representing the steps an organisation takes in the creation of value.

Module 7 looks at the final part of the SVS, ITIL® Practices. The three practices related to managing stakeholders that you will cover are: relationship management, service level management, and supplier management.

In this module you cover release and control practices that enable an organisation to release services for use by the wider business and control assets and changes to ensure effective service management.

The practices that you will cover are:

• IT Asset Management
• Service Configuration Management
• Change Control
• Deployment Management
• Release Management

In this session, professionals you will look at all the practices that help a service provider support and maintain an organisations’ service. The practices are:

• Service Desk
• Incident Management
• Service Request Management
• Monitoring & Event Management
• Problem Management.

Improve and Secure module will introduce you to a couple of practices that are derived from general management practices outside of ITIL® and Service Management.

The two ITIL® practices are: continual improvement including the continual improvement model, and information security management.