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ITIL 4 Foundation Training

  • Training Duration:
  • 2 Days
  • Training Environment:
  • On-site at the Institution
  • In DVA Classrooms
  • Online
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About the Training

ITIL 4 Foundation Training is an entry-level course designed to teach participants the best practices in IT service management and the core concepts of the ITIL 4 framework. This training is typically suitable for professionals new to the field of IT service management (ITSM) or those considering a career in this area.

During the training, participants will also gain knowledge on the following topics:

  1. The fundamental concepts and terminology of the ITIL 4 framework.
  2. The core components of ITIL 4, such as the Service Value System (SVS) and Service Value Chain.
  3. ITIL practices and how they are applied.
  4. The interaction between business processes and technologies.
  5. Understanding customer needs and designing business services accordingly.
  6. Continual improvement of services.

The training usually concludes with an exam that assesses the knowledge and skills participants have acquired. Participants who successfully pass the exam receive the “ITIL 4 Foundation” certification. This certification verifies the individual’s understanding of the fundamental principles of IT service management and the ITIL 4 framework. It is often a prerequisite for participating in more advanced ITIL 4 training and certifications.

This certification is the first step towards professionalism in IT service management (ITSM). It also demonstrates an individual’s understanding of service management practices and the interaction between the stages of the service lifecycle. It proves knowledge of effective and efficient methods for the creation, delivery, maintenance, and improvement of IT services.

Additionally, the ITIL 4 Foundation certification provides an individual with an understanding of the core components of ITIL 4, such as the Service Value System (SVS) and Service Value Chain, and how to use them. This enables the development of a strategic approach to integrating various elements of ITIL and improving and optimizing an organization’s IT services.

What Will You Learn?

ITIL 4 Foundation Training is a critically important course for professionals who want to succeed in IT service management. In this training, participants learn to optimize IT service management processes and applications while gaining skills to improve business processes and service delivery. Here are the main topics covered in the ITIL 4 Foundation Training:
  • Fundamentals of ITIL 4 and ITSM: You will learn about the history, evolution, and relationship of ITIL 4 with ITSM. Additionally, you will understand how ITIL 4 meets the requirements of the modern business world.
  • Service Value System (SVS) and Service Value Chain (SVC): You will explore and apply these core concepts that help businesses understand, optimize, and measure the value they offer to customers.
  • The Four Dimensions of ITIL 4: You will learn about the four dimensions of ITIL 4: Organizations and people, information and technology, business processes and value streams, and environments and partners. These dimensions help you better understand and integrate various components of IT service management.
  • ITIL 4 Guiding Principles: These principles guide you in areas such as focusing on value, starting simple, collaborating and promoting transparency, thinking and working holistically, continually learning and improving, and optimizing change and risk.
  • ITIL 4 Practices: You will gain basic knowledge and skills on key ITIL practices, such as incident management, problem management, change control, service level management, knowledge and event management, relational management, and continual improvement management.
  • Preparation for the ITIL 4 Certification Exam: You will learn about the exam format and process and acquire strategies, sample questions, and tips to successfully complete the exam.
The knowledge and skills acquired in the Foundation Training help IT professionals optimize service management processes and practices, enhancing business processes and improving service delivery. This training enables participants to adopt industry best practices and take a more active role in service management. In conclusion, ITIL 4 Foundation Training is a valuable opportunity for professionals who want to succeed in IT service management. Through this training, participants will acquire the knowledge and skills needed to improve business processes and service delivery, thereby contributing to increasing the value of their organizations. Additionally, successfully completing the ITIL 4 Foundation Certification exam at the end of the training represents a significant step in the participants’ careers and strengthens their professional positions in the industry.

Prerequisites

The prerequisites for the ITIL 4 Foundation Training are the requirements participants should meet before starting the course. Generally, the ITIL 4 Foundation Training does not require any formal prerequisites. However, the following recommendations can be considered to make the most of the training:
  • Basic IT knowledge: Having some knowledge of basic information technology and IT terminology before starting the training can be helpful.
  • Knowledge of business processes and organizations: Understanding how IT service management relates to business processes and organizations will help you better grasp the concepts throughout the training.
  • English language skills: Since the training materials and the exam are usually in English, participants must have sufficient reading, writing, and comprehension skills in English.
Despite the above recommendations, the ITIL 4 Foundation Training is offered at a level suitable for beginners in IT service management. Therefore, participants without specific prior knowledge or experience can still learn and understand the concepts taught during the training.

Who Should Attend?

ITIL 4 Foundation Training is suitable for various individuals interested in IT service management and its processes or considering a career in this field. Here are some professional groups that may want to participate in the training:
  • IT professionals: System administrators, network administrators, IT support specialists, application managers, and other IT staff can attend the training to enhance their knowledge and skills in IT service management.
  • ITSM practitioners: Professionals responsible for IT service management processes can learn best practices through the ITIL 4 Foundation Training to improve their services.
  • Project managers: Project managers and project coordinators working on IT projects can ensure their projects are more efficient and successful by learning ITIL 4 concepts and processes.
  • Business analysts and process owners: Business analysts and process owners managing the relationships between business processes and IT services can acquire the knowledge and skills needed to optimize their processes and services through the ITIL 4 Foundation Training.
  • Quality management professionals: Professionals working in quality management and continuous improvement can contribute to improving their organization’s service quality by learning ITIL 4 processes and practices.
  • IT consultants: Individuals providing consultancy services on IT services and processes can learn best practices in the industry through the ITIL 4 Foundation Training to offer more effective and valuable services to their clients.
  • Senior executives: Senior executives such as CIOs, CTOs, and IT managers can gain a better understanding of IT service management processes through the ITIL 4 Foundation Training, providing a stronger foundation for making strategic decisions.

Outline

1.Understand the key concepts of service management 1.1 Recall the definition of:
  1. Service
  2. Utility
  3. Warranty
  4. Customer
  5. User
  6. Service management
  7. Sponsor
1.2 Describe the key concepts of creating value with services:
  1. Cost
  2. Value
  3. Organization
  4. Outcome
  5. Output
  6. Risk
  7. Utility
  8. Warranty
1.3 Describe the key concepts of service relationships:
  1. Service offering
  2. Service relationship management
  3. Service provision
  4. Service consumption
2.Understand how the ITIL guiding principles can help an organization adopt and adapt service management 2.1 Describe the nature, use and interaction of the guiding principles 2.2 Explain the use of the guiding principles:
  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
  8. Understand the four dimensions of service management
3.1 Describe the four dimensions of service management :
  1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processe
4.Understand the purpose and components of the ITIL service value system 4.1 Describe the ITIL service value system   5.Understand the activities of the service value chain, and how they interconnect 5.1 Describe the interconnected nature of the service value chain and how this supports value streams 5.2 Describe the purpose of each value chain activity:
  1. Plan
  2. Improve
  3. Engage
  4. Design & transition
  5. Obtain/build
  6. Deliver & support
6.Know the purpose and key terms of 15 ITIL practices 6.1 Recall the purpose of the following ITIL practices:
  1. 1 Recall the purpose of the following ITIL practices:
    A.Recall definitions of the following ITIL terms:
  1. IT asset
  2. Event
  3. Configuration item
  4. Change
  5. Incident
  6. Problem
  7. Known error
7.Understand 7 ITIL practices 7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
  1. Continual improvement including:
  2. The continual improvement model
  3. Change enablement
  4. Incident management
  5. Problem management
  6. Service request management
  7. Service desk
  8. Service level management

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