ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
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.
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At the end of this course, participants will be able to:
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:
• 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
• 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
• 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
• 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
• 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
• 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
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.
View the Virtual Classroom FAQs
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
Location: Virtual Classroom Training HDI will send course access information in a separate email HDI, , Virtual Classroom
Exam included with the public, virtual or onsite course.
Examination Format
Closed book, multiple choice (40 questions, 60 minutes duration, 65% or better is required to pass).
Date: 6/7 - 6/9/11
Location: Los Angeles Airport Marriott Hotel 5855 West Century Blvd. Los Angeles, CA 90045