ITIL 4 Foundation Training

Training Agenda

Day

Lesson No.

Topics

1

Introduction to Certification Planner, LLC

• What people say about CP
• Training types
• Accreditations and Clients
• About Certification Planner
• Introduction to live training
• About the tutorial

1

Introduction  to  the  Course

• The course      
• The ITIL® “ecosystem”          
• The  ITIL® 4 foundation examination
• The qualification structure      
• Why ITIL®?

2

Key concepts of  Service Management Using ITIL® 4

• Service management   
• Service
• Service value  
• The service organisation         
• Service offerings
• Service relationships

3

Guiding  Principles of Service Management

• Introduction    
• The seven principles of  IT service management

1. Focus on value      
2. Start where you are           
3. Progress iteratively, with feedback
4. Collaborate  and promote visibility           
5. Think  and  work  holistically       
6. Keep  it  simple  and  practical      
7. Optimize and automate

• Principles  impact upon one another

4

The  4-Dimensions of Service Management

• Introduction    
• The four dimensions

1. Organization  and  people 
2. Information and technology          
3. Partners  and  suppliers     
4. Value  streams and processes

• Factors  affecting the four dimensions

5

The  Service  Value  System

• Introduction    
• Elements of  the  service value system (SVS)

6

The Service Value Chain

• Introduction
• The service value chain

1. Plan
2. Improve
3. Engage
4. Design and transition
5. Obtain/build
6. Deliver and support

• Value streams

2

7

ITIL® 4 Management Practices

• Introduction
• General management practices
• Service management practices
  1. 1. Availability management
     2. Capacity & performance management
     3. Change control
     4. Incident management
     5. IT asset management
     6. Monitoring & event management
     7. Problem management
     8. Release management
     9. Service configuration management
     10. Service continuity management
     11. Service desk
     12. Service level management
     13. Service request management
• Technical management practices

8

ITIL® 4 Service Management Summary