This Accredited ITIL 4 Foundation course is delivered by Dr. Suzanne Van Hove.  Dr. Van Hove is recognized by multiple leaders in the industry as a true IT Service Management thought leader.  Suzanne’s courses bring tough concepts to life so you can understand and apply them when you take your certification exam and in real life.  And Suzanne is available while you train to answer your questions.

When you purchase the ITIL 4 Foundation 1-Year Course & Exam Package you receive the following exclusive features:

• 1 Year Course Access –
• Free Course Extensions
• Course Instructor Available to Answer Questions
• 4.5 Hours of Video Lessons
• 17 Quizzes – Test your Knowledge as you Learn
• 2 AXELOS Official Sample Exams
• 1 PeopleCert Exam Voucher
• Official AXELOS eBook (Digital Copy)
• PeopleCert Course Support Materials
• Flexible Online Course Access so you can Train Anytime

In this course you will:

• Learn key IT service management concepts
• Understand the ITIL 4 service management framework
• Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
• Understand ITIL’s 7 Guiding Principles
• Get an introduction to ITIL 4’s Management Practices

Who Needs to Take ITIL 4 Foundation?

• Everyone who is ITIL V3 Foundation Certified
• Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
• All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Prepare for Certification

This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.  In this course you will receive video instruction by Dr. Van Hove, course materials, an exercise guide, sample exams, the syllabus and 1 year access to the course and Dr. Van Hove to ask questions.

In This Course You Will Learn:

• Key concepts of IT service management
• ITIL’s guiding principles and how they assist an organization to adopt and adapt service management
• The four dimensions of service management
• ITIL’s service value system and its components including the service value chain and service value streams
• Key ITIL practices
• How to prepare for the ITIL 4 Foundation exam

Outline

Course Introduction: ITIL® 4 Foundation

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

High-Level Service Management & Key Elements of ITIL 4

• Where are Services and Service Management Today?
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Service – Definition & Keys Features

• What is a Service?
• Service Provision
• Service Offering
• Service Relationship Management
• Organizational Service Management

Service Offerings & Relationship 

• Goods
• Provisioning
• Consumption

Putting it All Together 

• Example

The Service Relationship Model

Axel Car Hire Example

• Value
• Value Co-Creation
• Utility
• Warranty
• Cost
• Outcome
• Output
• Risk

Critically of Value

• Utility
• Warranty

The Dimensions of Service Management

• Overview of the Four Dimensions
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes
• Organization & People
  • Culture

Key Features of Information & Technology 

• The Changing Role of Technology
• The Value of Technology
• The Importance of Data

Partners & Suppliers

• Making it All Work
• Partners & Suppliers
• Contracts and Agreements

Value Streams and Processes 

• The Service Value System
• The Service Value Chain
• Value Streams
• Processes

Introduction to ITIL’s Service Value System (SVS) 

• The Objectives
• The Purpose
• Overview

Service Value System Components

• Governance
• Practices
• Service Value Chain
• The Impact of a Poor SVS

Overview of ITIL’s Service Value Chain (SVS)

• Value Chain Activities
• What’s included, What’s not
• Triggers
• Service value Streams
• Key Exam Tip

Service Value Chain – Plan

Service Value Chain – Improve

Service Value Chain – Engage

Service Value Chain – Design & Transition

Service Value Chain – Obtain/Build & Deliver & Support

ITIL’s 7 Guiding Principles

• What They Do
• How They Help
• What They Are
• Exam Tip
• Focus on Value

Start Where You Are

• Definition
• How it Works

Progress Iteratively with Feedback

• Definition
• Application
• Collaborate & Promote Visibility
  • Definition
  • Application
  • Agile, Lean & DevOps

Think and Work Holistically

• Definition
• Implications
• Keep it Simple and Practical
  • Why Simple is Important
  • Practical Solutions

Optimize & Automate

• Technology VS. Human Oversight
• Benefits of Automation

Introduction to Key ITIL Practices

• Introduce the Concept of a “Practice”
• Introduce the Three Groups of ITIL Practices
  • General Management
  • Service Management
  • Technical Management

General Management Practices

• Purpose Statements
• Information Security Management
• Relationship Management
• Supplier Management

Continual Improvement

• The Purpose
• The Scope
• Key Activities
• Methods and Models
• Approaches – Lean, Agile, DevOps

The Continual Improvement Model

• What Does it Say?
• How it Works

Continual Improvement & Guiding Principles

• The Details
• Collaborate & Promote Visibility

Service Management Practices (SMP)

• Discuss the Purpose of:
  • IT Asset Management
  • Monitoring and Event Management
  • Release Management
  • Service Configuration Management

Service Management Practices – Change Control

• The Definition
• The Importance of Change Enablement
• Emergency Change

Service Management Practices – Incident Management

• The Definition
• The Purpose
• The Process

Service Management Practices – Problem Management

• The Purpose
• The Definition
• Phases

Service Management Practices – Service Requests Management

• The Definition
• The Purpose
• Types of Requests
• Guidelines

Service Management Practices – The Service Desk

• The Purpose
• The Function
• Practical Application

Service Level Management (SLM)

• The Purpose
• The Definition
• Skills and Competencies

Information Analysis for Service Level Management

• The Process
• Information Sources

Technical Management Practices

• Discuss the Purpose of:
  • Deployment Management
• Review the Discussed ITIL Practices

Conclusion

• Review Exam Content
• Final Thoughts on Taking the Exam

Prerequisites

There are no prerequisites to take the ITIL 4 Foundation Course.