ITIL® 4 Foundation Training
ITIL or Information Technology Infrastructure Library is a management framework used in
delivering IT services. This framework helps in delivering top-notch IT services and encourages
best practices for better planning and organization. The framework also helps organizations
manage risks, introduce better planning and executing strategies, and build an IT environment that is scalable and welcomes growth.
ITIL 4 Certification is the most widely acknowledged entry-level ITIL certification available for IT professionals. This newest ITIL v4 certification training for the ITIL 4 framework is designed to introduce learners to the management of modern IT-enabled services, including key concepts, service value chain, IT service management practices, opportunities to develop IT practices using ITIL guidelines, importance of IT and business integration.
ITIL 4 Certification is the most widely acknowledged entry-level ITIL certification available for IT professionals. This newest ITIL v4 certification training for the ITIL 4 framework is designed to introduce learners to the management of modern IT-enabled services, including key concepts, service value chain, IT service management practices, opportunities to develop IT practices using ITIL guidelines, importance of IT and business integration.
Course Objectives – ITIL Incident Management
- 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
Target Audience
- IT Support Staff
- IT Consultants
- Business Managers
- Business Process Owners
- IT Developers
- Service Providers
- System Integrators
- Anyone working in a Devops team
Course Summary
Course Fee
৳ 12,500
Training Method
Offline/Online
Total Modules
7
Course Duration
18 Hours
Total Session
9
Class Duration
2 Hours
ITIL® 4 Foundation Training Course Outline
Module-01
Service Management
- Service Value System (SVS) and Service Value Chain
- Organizations
- Service Provisioning and Consumption
- Customers, Users, Sponsors, and Other Stakeholders
- Services, Products, and Service Offerings
- Service Relationships
- Value, Outcomes, Costs, and Risks
- Utility and Warranty
Module-02
The Four Dimensions
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Module-03
The Service Value System
- Opportunity, Demand, and Value
- Guiding Principles
- Governance
- ITIL Practices
- Continual Improvement
- Organizational Silos
Module-04
The Service Value Chain
- Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
- Inputs of the SVS: Opportunities & Demand
- Outcome of the SVS: Value
- Addressing the Challenges of Silos
Module-05
The 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
Module-06
ITIL Practices: Practice Overview and General Management Practices
- Practices and Processes
- Continual Improvement
- Information Security Management
- Supplier Management
- Relationship Management
Module-07
ITIL Practices: Service Management and Technical Management Practices
- Service Level Management
- Event Management
- Service Desk
- Service Request Management
- Incident Management
- Problem Management
- Change Enablement
- IT Asset Management
- Service Configuration Management
- Release Management
- Deployment Management