This PeopleCert® accredited course outlines the ITIL® best practices framework and prepares the participant for the ITIL® 4 Foundation certification exam, a prerequisite for all other ITIL® certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT service management.

Maximum class size: 25 students per class

Duration of public, on-site, and virtual course: 3 days

Prerequisites: There are no prerequisites for this course.

Required study material: Student courseware materials are provided with the course.

Required number of study hours: Course Hours: 17 hours + 6 hours of self-study

Exam: Exam included with all public, onsite, and virtual classes.

Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.

What You Will Learn

At the end of this course, participants will be able to:
• Understand the key concepts of ITIL service management.
• Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
• Understand the four dimensions of ITIL service management.
• Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect. 
• Understand the key concepts of continual improvement.
• Learn the various ITIL practices and how they contribute to value chain activities.

Who Should Attend?

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:
• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• Anyone working in a Devops team

 

Course Outline

Module 1: Course Introduction

• Let’s Get to Know Each Other
• Course Overview
• Course Learning Objectives
• Course Structure
• Course Agenda
• Introduction to IT Service Management in the Modern World
• Introduction to ITIL 4
• Structure and Benefits of ITIL 4
• Case Study: Axle Car Hire
• Case Study: Meet the Key People at Axle
• Case Study: The CIOs Vision for Axle
• Exam Details
• ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

• Intent and Context
• Key Terms Covered in the Module
• Module Learning Objectives
• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks
• Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

• Intent and Context
• Identifying Guiding Principles
• Key Terms Covered in the Module
• Module Learning Objectives
• The Seven Guiding Principles
• Applying the Guiding Principles
• Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of service Management

• Intent and Context
• The Four Dimensions
• Key Terms Covered in the Module
• The Four Dimensions and Service Value System
• Module Learning Objectives
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model
• Exercise: Multiple-Choice Questions

Module 5: Service Value System

• Intent and Context
• Service Value System and Service Value Chain
• Module Learning Objectives
• Overview of Service Value System
• Overview of the Service Value Chain
• Exercise: Multiple-Choice Questions

Module 6: Continual Improvement

• Intent and Context
• Key Terms Covered in the Module
• Introduction to Continual Improvement
• Module Learning Objectives
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles
• Exercise: Multiple-Choice Questions

Module 7: The ITIL Practices

• Intent and Context
• ITIL Management Practices
• Key Terms Covered in the Module
• Module Learning Objectives
• The Continual Improvement Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice
• Purpose of ITIL Practices
• Exercise: Crossword Puzzle

 

Calendar

Virtual Classroom

Price: $1,799

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs


Calendar

Public Classroom

Price: $1,799

Facilitated by a faculty member, this three-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.


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Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Dec 09, 2019 - Dec 11, 2019
Dallas, TX
ITIL® 4 Foundation On or before Dec 09, 2019:
Price: $1,699.00

After Dec 09, 2019:
Price: $1,799.00
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Dec 18, 2019 - Dec 20, 2019
HDI, Virtual Classroom
ITIL® 4 Foundation Price: $1,799.00 More Info Add to Cart
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Feb 04, 2020 - Feb 06, 2020
HDI, Virtual Classroom
ITIL® 4 Foundation On or before Dec 10, 2020:
Price: $1,699.00

After Dec 10, 2020:
Price: $1,799.00
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Apr 07, 2020 - Apr 09, 2020
HDI, Virtual Classroom
ITIL® 4 Foundation On or before Feb 11, 2020:
Price: $1,699.00

After Feb 11, 2020:
Price: $1,799.00
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May 04, 2020 - May 06, 2020
Phoenix, AZ
ITIL® 4 Foundation On or before Mar 09, 2020:
Price: $1,699.00

After Mar 09, 2020:
Price: $1,799.00
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Jun 03, 2020 - Jun 05, 2020
HDI, Virtual Classroom
ITIL® 4 Foundation On or before Apr 08, 2020:
Price: $1,699.00

After Apr 08, 2020:
Price: $1,799.00
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Aug 05, 2020 - Aug 07, 2020
Washington, DC
ITIL® 4 Foundation On or before Jun 10, 2020:
Price: $1,699.00

After Jun 10, 2020:
Price: $1,799.00
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Aug 24, 2020 - Aug 26, 2020
HDI, Virtual Classroom
ITIL® 4 Foundation On or before Jun 29, 2020:
Price: $1,699.00

After Jun 29, 2020:
Price: $1,799.00
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Oct 19, 2020 - Oct 20, 2020
HDI, Virtual Classroom
ITIL® 4 Foundation On or before Aug 24, 2020:
Price: $1,699.00

After Aug 24, 2020:
Price: $1,799.00
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Nov 02, 2020 - Nov 04, 2020
Atlanta, GA
ITIL® 4 Foundation On or before Sep 07, 2020:
Price: $1,699.00

After Sep 07, 2020:
Price: $1,799.00
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Dec 02, 2020 - Dec 04, 2020
HDI, Virtual Classroom
ITIL® 4 Foundation On or before Oct 07, 2020:
Price: $1,699.00

After Oct 07, 2020:
Price: $1,799.00
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Dec 14, 2020 - Dec 16, 2020
Houston, TX
ITIL® 4 Foundation On or before Oct 19, 2020:
Price: $1,699.00

After Oct 19, 2020:
Price: $1,799.00
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HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.