Support your IT department!
The ITIL 4 Foundation Certificate course provides comprehensive first-level training for anyone involved in the provision, support, or delivery of IT-enabled services in a modern digital organization. This private, 7-hour course teaches the fundamentals of the very latest version of the most widely adopted guidance on IT service management (ITSM) in the world.
ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organization work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps, and Lean as well as traditional process and project management, with a flexible value-oriented operating model.
Course Outline:
- Key Concepts of Service Management:
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
- Key Concepts of Value:
- Creation
- Cost value
- Organization's output
- Risk
- Utility and warranty
- Key Concepts of Service Relationships:
- Service offering
- Service relationship management
- Service provision
- Service consumption
- Seven Guiding Principles:
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Four Dimensions of Service Management:
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Components of the ITIL Service Value System:
- Plan
- Improve
- Engage
- Design and transition
- Obtain and build
- Deliver and support
- ITIL Practices:
- General management practices
- Service management practices
- Technical management practices
- How key ITIL Practices Fit Within the Service Value Chain:
- Continual improvement
- Change control
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
Materials:
- All materials will be provided
- Students will receive e-learning support for 180 days
Validity Period:
All sessions are valid for 30 days upon booking
Age Requirements:
18 and older
Additional Info:
- A certificate will be provided upon completion
Location:
Office 306,
Metha Plaza Building
Oud Metha
Dubai
