Course Overview
Discover the key benefits of ITIL 4 and see how it can have a transformative impact on your career journey.
This essential ITIL 4 module introduces you to key concepts at the start of your ITIL 4 journey, providing a solid foundation for understanding IT service management and its core elements.
- Industry-recognized certification: Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.
- Employers’ first choice: Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.
- New career opportunities: Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.
What skills will you acquire?
- Service Operation: Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
- Digital Transformation: Learn the processes involved in transforming IT systems to support a digital model. Learn how to collaborate with stakeholders, manage and lead plans.
- Problem Management: Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
What are the skills covered
On completion of this course, the following learning outcomes will be achieved:
- Service management concepts: Learn the fundamental concepts of service management. What defines a service? What are its components? What is its value to stakeholders?
- Service value system: Discover the framework that will help you create, deliver, and manage services, including the Service Value Chain, guiding principles, and governance.
- Four dimensions of service management: Explore the four dimensions of effective service management: organizations and people, information and technology, partners and suppliers, and value streams and processes.
- Guiding principles: Develop a mindset for adopting ITIL practices and adapting them to your specific needs with the seven guiding principles of ITIL 4.
- Service Value Chain: Understand how the Service Value Chain helps organizations create value by optimizing their activities and resources.
- ITIL practices: Employ ITIL 4 practices to enable working methods aligned to your business strategy, improving the process of service development and supporting users.
- Continuous improvement: Focus on the central ITIL 4 concept of continuous improvement, and the ways in which organizations can iterate and adapt their processes and services.
- Service Level Agreements: Study the role of SLAs in defining and managing service quality, and the role of service level management in this context.
- Key metrics and performance indicators: Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services.
Who should attend this course
The target audience for this course and qualification are:
- Individuals at the start of their journey in Service Management ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of IT (digital, product, development) with strong interface with service delivery
- Existing ITIL qualification holders wishing to update their knowledge
Course Curriculum
Course Modules
Exam & Certification
ITIL 4 Foundation Exam.
