ITIL ®️ (4) Foundation Course

Online price: SAR 1200

Offline Price: SAR 2000

Course Duration: 5

Duration (Hrs) 25 Hours/Hours

Course date: 27/03/2022

Course date (2): 29/05/2022

Course date (3): 16/10/2022

Course Mentor: ESI

Course Overview

This ITIL foundation course provides you with a firm understanding of the ITIL 4 framework, core concepts and terminologies of ITIL service lifecycle. By the end of this ITIL certification, you will understand how ITIL evolved to adopt modern technologies and operational processes as well as the necessary concepts in a service management framework.

Target Audience

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators
  • Anyone working in a Develops team

Course Objectives

At the end of this course, participants will be able to:

  • 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.

Course Content 

Module 1: Course Introduction

  • Let’s Get to Know Each Other
  • Course Overview
  • Course Learning Objectives
  • Course Structure
  • Course Agenda
  • Introduction to IT Service Management in the Modern World
  • Introduction to ITIL 4
  • Structure and Benefits of ITIL 4
  • Case Study: Axle Car Hire
  • Case Study: Meet the Key People at Axle
  • Case Study: The CIOs Vision for Axle
  • Exam Details
  • ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
  • Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

  • Intent and Context
  • Identifying Guiding Principles
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • The Seven Guiding Principles
  • Applying the Guiding Principles
  • Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of Service  Management

  • Intent and Context
  • The Four Dimensions
  • Key Terms Covered in the Module
  • The Four Dimensions and Service Value System
  • Module Learning Objectives
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and Pestle Model
  • Exercise: Multiple-Choice Questions

Module 5: Service Value System

  • Intent and Context
  • Service Value System and Service Value Chain
  • Module Learning Objectives
  • Overview of Service Value System
  • Overview of the Service Value Chain
  • Exercise: Multiple-Choice Questions

Module 6: Continual Improvement

  • Intent and Context
  • Key Terms Covered in the Module
  • Introduction to Continual Improvement
  • Module Learning Objectives
  • The Continual Improvement Model
  • Relationship between Continual Improvement and Guiding Principles
  • Exercise: Multiple-Choice Questions

Module 7: The ITIL Practices

  • Intent and Context
  • ITIL Management Practices
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • The Continual Improvement Practice
  • The Change Control Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practice
  • Purpose of ITIL Practices
  • Exercise: Crossword Puzzle

Prerequisites

To take the ITIL 4 Foundation Certification exam, no prerequisite is required.

The number must start with 966 without the (+) sign.