Introduction to ITIL 4 Foundation

Course Overview: The ITIL 4 Foundation course provides a comprehensive introduction to ITIL (Information Technology Infrastructure Library) and the modern IT service management (ITSM) framework. Over the span of three days, this course will equip participants with a strong understanding of the ITIL 4 model, focusing on the end-to-end operating model for the creation, delivery, and continuous improvement of technology-enabled products and services. Participants will also explore the key concepts of service management, guiding principles, and the four dimensions of ITIL 4.

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Course Objectives: By the end of this three-day course, participants will:

1. Understand the key concepts of IT service management (ITSM) as outlined in ITIL 4.
2. Gain insights into how ITIL 4 has evolved to incorporate modern practices such as Agile, Lean, and DevOps.
3. Learn the ITIL 4 service value system (SVS) and how the service value chain works to deliver value to organizations.
4. Understand the four dimensions of service management: organizations & people, information & technology, partners & suppliers, and value streams & processes.
5. Develop a basic understanding of the 7 ITIL guiding principles and how they help organizations in adopting and adapting ITIL.
6. Familiarize themselves with key ITIL practices such as incident management, problem management, and change control.
7. Prepare for the ITIL 4 Foundation certification exam.

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Who Should Attend?

• IT professionals and managers involved in the delivery and support of IT services.
• Individuals looking to understand how IT service management can improve IT service delivery within an organization.
• Professionals seeking to enhance their career with ITIL 4 certification.

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Course Agenda:

Day 1: Understanding ITIL and Service Management

• Session 1: Introduction to ITIL 4 and IT Service Management Overview of ITIL 4 Importance of service management in today's digital landscape Evolution from ITIL v3 to ITIL 4 Key terms: service, utility, warranty, and value
• Session 2: The Four Dimensions of Service Management Organizations and people Information and technology Partners and suppliers Value streams and processes
• Session 3: The ITIL Service Value System (SVS) Introduction to the SVS and service value chain Key components of SVS: guiding principles, governance, continual improvement, and practices

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Day 2: Guiding Principles and Service Value Chain

• Session 1: The 7 ITIL 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
• Session 2: The ITIL Service Value Chain Six value chain activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support How the service value chain delivers value through services
• Session 3: ITIL 4 Practices Overview Introduction to ITIL practices Difference between ITIL processes and ITIL practices

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Day 3: Key ITIL Practices and Exam Preparation

• Session 1: Incident Management and Problem Management Managing incidents to restore normal service Understanding the problem management process to identify root causes
• Session 2: Change Control and Continual Improvement Introduction to change control practices and minimizing disruption Continual improvement in the ITIL context and how it supports ongoing service enhancement
• Session 3: Exam Preparation and Review Practice exam questions and discussion Review of key concepts and terms Tips for passing the ITIL 4 Foundation certification exam

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Training Methods:

• Interactive lectures and discussions
• Real-world case studies and examples
• Group activities and role-playing exercises
• Practice exam and quiz sessions to reinforce learning

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Outcome: Participants will leave the course with a strong foundational knowledge of ITIL 4, an understanding of the ITIL framework's application in modern service management, and the ability to sit for the ITIL 4 Foundation certification exam. They will be equipped to implement ITIL 4 principles and practices in their organizations, helping improve service delivery and operational efficiency.