ITIL® 4 Foundation Certification Training Course On-Demand

$1,295.00

Overview

About On-Demand Learning

TechSherpas 365’s On-Demand courses provide you with access to official courseware materials and hands-on labs, empowering you to learn at your own pace. On-Demand allows you to design your training around your schedule, budget, and individual learning needs.

On-Demand Learning is a perfect solution for students who are unable to attend traditional instructor-led training due to schedule constraints. You receive the same materials and labs as an instructor-led course, with the added convenience of flexible scheduling and a lower price tag.

This On-Demand Course Includes:

  • Official Courseware License
  • Hands-on Exercises/Labs
  • Certification Package:
    • Practice exam
    • official certification exam

Course Overview

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

In This Course You Will Learn:

  • Key concepts of IT service management
  • ITIL’s guiding principles and how they assist an organization to adopt and adapt service management
  • The four dimensions of service management
  • ITIL’s service value system and its components including the service value chain and service value streams
  • Key ITIL practices
  • How to prepare for the ITIL 4 Foundation exam

Prerequisites

There are no prerequisites to take the ITIL 4 Foundation Course.

Description

Module 00: Course Introduction: ITIL® 4 Foundation

  • The Nature of the Class
  • Agenda
  • AXELOS ITIL 4 Schema
  • Available Resources

Module 01: Exam Tips

  • Understanding the Exam Process
  • Exam Questions and Grading
  • Taking the Exam
  • Using the Practice Exams

Module 02:  High-Level Service Management & Key Elements of ITIL 4

  • Where are Services and Service Management Today?
  • Introduction to the Key Elements of ITIL 4:
    • Service Value System (SVS)
    • Four Dimensions Model

Module 03: ITIL 4 Key Concepts

  • 15 Terms
  • Practical Application
  • Axel Car Hire

Module 04: Service – Definition & Keys Features

  • What is a Service?
  • Service Provision
  • Service Offering
  • Service Relationship Management
  • Organizational Service Management

Module 05: Service Offerings & Relationship 

  • Goods
  • Provisioning
  • Consumption

Module 06: Putting it All Together 

  • Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

  • Value
  • Value Co-Creation
  • Utility
  • Warranty
  • Cost
  • Outcome
  • Output
  • Risk

Module 09: Critically of Value

  • Utility
  • Warranty

Module 10: The Dimensions of Service Management

  • Overview of the Four Dimensions
    • Organizations & People
    • Information & Technology
    • Partners & Suppliers
    • Value Streams & Processes
  • Organization & People
    • Culture

Module 11: Key Features of Information & Technology 

  • The Changing Role of Technology
  • The Value of Technology
  • The Importance of Data

Module 12: Partners & Suppliers

  • Making it All Work
  • Partners & Suppliers
  • Contracts and Agreements

Module 13: Value Streams and Processes 

  • The Service Value System
  • The Service Value Chain
  • Value Streams
  • Processes

Module 14: Introduction to ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: Service Value System Components

  • Governance
  • Practices
  • Service Value Chain
  • The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

  • Value Chain Activities
  • What’s included, What’s not
  • Triggers
  • Service value Streams
  • Key Exam Tip

Module 17: Service Value Chain – Plan

  • The Purpose
  • What’s Included

Module 18: Service Value Chain – Improve

  • The Purpose
  • What’s Included

Module 19: Service Value Chain – Engage

  • The Purpose
  • What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – Obtain/Build & Deliver & Support

  • The Purpose
  • What’s Included

Module 22: ITIL’s 7 Guiding Principles

  • What They Do
  • How They Help
  • What They Are
  • Exam Tip
  • Focus on Value

Module 23: Start Where You Are

  • Definition
  • How it Works

Module 24: Progress Iteratively with Feedback

  • Definition
  • Application
  • Collaborate & Promote Visibility
    • Definition
    • Application
    • Agile, Lean & DevOps

Module 25: Think and Work Holistically

  • Definition
  • Implications
  • Keep it Simple and Practical
    • Why Simple is Important
    • Practical Solutions

Module 26: Optimize & Automate

  • Technology VS. Human Oversight
  • Benefits of Automation

Module 27: Introduction to Key ITIL Practices

  • Introduce the Concept of a “Practice”
  • Introduce the Three Groups of ITIL Practices
    • General Management
    • Service Management
    • Technical Management

Module 28: General Management Practices

  • Purpose Statements
  • Information Security Management
  • Relationship Management
  • Supplier Management

Module 29: Continual Improvement

  • The Purpose
  • The Scope
  • Key Activities
  • Methods and Models
  • Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

  • What Does it Say?
  • How it Works

Module 31: Continual Improvement & Guiding Principles

  • The Details
  • Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

  • Discuss the Purpose of:
    • IT Asset Management
    • Monitoring and Event Management
    • Release Management
    • Service Configuration Management

Module 33: Service Management Practices – Change Control

  • The Definition
  • The Importance of Change Enablement
  • Emergency Change

Module 34: Service Management Practices – Incident Management

  • The Definition
  • The Purpose
  • The Process

Module 35: Service Management Practices – Problem Management

  • The Purpose
  • The Definition
  • Phases

Module 36: Service Management Practices – Service Requests Management

  • The Definition
  • The Purpose
  • Types of Requests
  • Guidelines

Module 37:  Service Management Practices – The Service Desk

  • The Purpose
  • The Function
  • Practical Application

Module 38: Service Level Management (SLM)

  • The Purpose
  • The Definition
  • Skills and Competencies

Module 39: Information Analysis for Service Level Management

  • The Process
  • Information Sources

Module 40: Technical Management Practices

  • Discuss the Purpose of:
    • Deployment Management
  • Review the Discussed ITIL Practices

Module 41: Conclusion

  • Review Exam Content
  • Final Thoughts on Taking the Exam