ITIL® 4 Foundation Certification Course Overview

Module 1: Introduction

• Understanding ITIL®
• Pathway to ITIL® 4 Certification
• Objectives of the Course
• Course Overview

Module 2: Fundamental Concepts of Service Management

• The Value Concept
• Defining Value
• Understanding Organizations
• Value Creation Between Organizations
• Service Relationships
• Co-Creation of Value by Providers and Consumers
• Roles of Stakeholders and Service Consumers
• Different Types of Stakeholders
• Value Creation Process
• Roles of Service Consumers
• Activities
• Service Offerings
• Definitions of Products and Services
• Understanding Service Offerings
• Value Creation Through Services
• Co-Creation of Value
• Definition of Service Providers
• Understanding Service Consumers
• Definitions of Products and Services
• Service Relationships Explained
• Meaning of Service Provision
• Understanding Service Consumption
• Management of Service Relationships
• Co-Creation of Value by Organizations
• Service Relationship Model
• Definitions of Value, Outcomes, Costs, and Risks
• Describing Utility and Warranty
• Review and Reflection
• Quiz

Module 3: Core Concepts of ITIL® 4

• Four Dimensions of Service Management
• Comprehensive Approach to Service Management
• Detailed Exploration of Four Dimensions
• Focus on Organizations and People
• Components of This Dimension
• Importance of Culture
• Requirements for a Supportive Culture
• Key Considerations
• Complexities within Organizations
• Information and Technology Considerations
• Partners and Suppliers
• Cooperation Forms Among Organizations and Their Partners
• Supplier Strategy Components
• Understanding Value Streams
• Exploring Value Streams and Processes
• Questions for Creation, Delivery, and Improvement
• Activities
• ITIL® Service Value System (SVS)
• Inputs to ITIL® SVS
• Governance
• Challenges Related to Silos
• Importance of Continuous Improvement
• Implementing the SVS
• Introduction to the ITIL® Service Value Chain
• Distinction Between Opportunity and Demand
• Transforming Inputs into Outputs
• Service Value Chain, Its Practices, and Value Streams
• Activities
• Review and Reflection Quiz

Module 4: Guiding Principles

• Introduction to Guiding Principles
• Definition of a Guiding Principle
• Emphasis on Value
• Perception of Value
• Customer Experience (CX) and User Experience (UX)
• Application of This Principle
• Assessing Current Position
• Importance of Measurement
• Implementing the Principle
• Iterative Progress with Feedback
• Role of Feedback
• Utilizing Feedback Loops
• Combining Iteration and Feedback
• Collaboration and Visibility
• Communication and Visibility
• Key Collaboration Partnerships
• Enhancing Visibility
• Holistic Thinking and Working
• Simplifying Processes
• Evaluating What to Retain
• Balancing Conflicting Objectives
• Applying the Principle
• Optimization and Automation
• Path to Optimization
• Utilizing Automation
• Implementing the Principle
• Activity: Case Studies
• Contextualizing Guiding Principles
• Providing Your Examples
• Interaction of Principles
• Practical Application of Guiding Principles
• Guiding Principles Task
• Interaction of Principles
• Review and Reflection Quiz
• Extension Activity 2

Module 5: ITIL® 4 Management Practices

• Purpose of ITIL® Practices
• Overview of Management Practices
• 34 ITIL® Management Practices
• General Management Practices
• Service Management Practices
• Technical Management Practices
• Summary of Eight ITIL® Practices
• Detailed Look at Eight Practices
• Information Security Management and Its Contribution to Service Value Chain (SVC)
• Relationship Management
• Supplier Management: Evaluation and Selection
• Contribution of Supplier Management to SVC
• IT Asset Management and Its Role in SVC
• Service Configuration Management’s Contribution to SVC
• Monitoring and Event Management’s Role in SVC
• Deployment Management Approaches and Their Contribution to SVC
• Release Management and Its Contribution to SVC
• Key Management Practices – Part 1
• Definition and Guidance on Incidents
• Tools for Incident Management
• Incident Updates and Types
• Collaboration Strategies
• Swarming Techniques
• Third-Party Products and Services
• Contribution of Incident Management to SVC
• Service Request Management: Definition and Steps for Fulfillment
• Procedures for Request Management
• Contribution of Service Request Management to SVC
• Methods for Request Fulfillment
• Service Desk Functions
• Automation in Service Desk
• Task: Pitching the Service Desk
• Service Desk Provisions and Support
• Required Skills for Service Desk
• Contribution of Service Desk to SVC
• Key Management Practices – Part 2
• Problem Management Phases
• Identifying Problems and Control Measures
• Workarounds and Error Control
• Links to Other Practices and Interfaces
• Contribution of Problem Management to SVC
• Continual Improvement: Implementation and Models
• Vision Setting and Current Assessment
• Defining Goals and Key Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Action Plan for Achievement
• Maintaining Momentum and Continuous Improvement Methods
• Continual Improvement Activity Tracking and Responsibility
• Contribution of Continual Improvement to SVC
• Key Management Practices – Part 3
• Service Level Management Activities
• Service Level Agreements: Key Requirements
• Watermelon SLA Effect
• Engaging with Customers
• Gathering Customer Feedback and Metrics
• Contribution of Service Level Management to SVC
• Change Enablement: Definition and Scope
• Change Authority and Types
• Scheduling Changes
• Contribution of Change Enablement to SVC
• Review and Reflection
• Quiz
• Activities
• Course Review
• Next Steps 

1. 2 day interactive instructor-led training 

2. Training provided by highly qualified, certified, and accredited trainers 

3. Certification