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ITIL 4 Foundations

ITIL® 4 Foundations

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Please contact Deep Creek Center for information on scheduling a course.

Course Length	2 days
Credits Earned	14 PDU credits

ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers. View the course outline.

What You Will Accomplish

The ITIL Service Management System
The Service Value Chain
Continual Improvement best practices
Key Guiding Principles
Governance Requirements
Key ITIL Practices, including

Incident Management
Service Request Fulfillment
Service Level Management
Service Desk
Change Control
Continual Improvement
And many more

Who Should Attend

This course is suitable for all IT Management and Staff who need to understand the aspects of the ITIL Service Value System and their role in provisioning quality services for their customers.

1: ITIL 4 Overview

Introduction to ITIL
Key Concepts of ITIL

2: The ITIL Framework

The Four Dimensions of Service Management
The ITIL Service Value System (SVS)

3: The 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

4. The ITIL Service Value System (SVS )

Governance
The Service Value Chain
Continual Improvement

5: Key ITIL Practices

Continual Improvement
Service Level Management
Change Control
Incident Management
Service Request Management
Service Desk
Problem Management

6: Other ITIL Practices

General Management Practices
Service Management Practices
Technical Management Practices

Prerequisites

none

Follow on courses

ITIL 4 Foundation is the gateway to implementing best practices for IT. In the 2nd half of 2019 a number of job-aligned ITIL Certifications will be introduced, including
ITIL Specialist credentials

High Velocity IT
Drive Stakeholder Value
Create, Deliver, and Support

ITIL Strategist – Direct, Plan, and Improve
Leading to the new ITIL Managing Professional credential