Course Specifications

Course Number:

093054

Course Length:

2 days

Course Description

Overview:

ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.

This course is accredited by PeopleCert. The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization.  For further details on the process and requirements for accreditation, please contact your Logical Operations account manager.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Objectives:

In this course, you will identify, describe, and analyze all components of the ITIL 4 IT service management approach.

You will:

• Define ITIL and its key concepts.
• Identify the components of the ITIL framework.
• Analyze the ITIL guiding principles.
• Identify the components and functions of the ITIL Service Value System (SVS).
• Analyze the key ITIL management practices.
• Define the general, service, and technical management practices of ITIL.

Target Student:

This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.

Prerequisites:

To ensure your success, end-user level computer and networking skills are required. To meet this prerequisite, you can take the following Logical Operations course or any similar introductory course:

• Using Microsoft® Windows® 10

Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations IT Systems and Support curriculum library to supplement your professional experience in this area.

Course-specific Technical Requirements

Hardware:

If you wish to use the overheads provided in the data files, you will need to set up a computer for the instructor with the following minimum hardware configurations:

• 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
• 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
• 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
• Keyboard and mouse (or other pointing device)
• 1024 x 768 resolution monitor recommended
• Internet access (contact your local network administrator)
• Projection system to display the instructor's computer screen

Software:

• Any current version of Microsoft® Windows or any current version of Apple® Mac OS®.
• Microsoft® PowerPoint® or any other slide viewing software to display the course slides.

Course Content

Lesson 1: ITIL 4 Overview

 Topic A: Introduction to ITIL

 Topic B: Key Concepts of ITIL

Lesson 2: The ITIL Framework

 Topic A: The Four Dimensions of Service Management

 Topic B: The ITIL Service Value System

Lesson 3: The ITIL Guiding Principles

 Topic A: Focus on Value

 Topic B: Start Where You Are

 Topic C: Progress Iteratively with Feedback

 Topic D: Collaborate and Promote Visibility

 Topic E: Think and Work Holistically

 Topic F: Keep It Simple and Practical

 Topic G: Optimize and Automate

Lesson 4: The ITIL Service Value System

 Topic A: Governance

 Topic B: The Service Value Chain

 Topic C: Continual Improvement

Lesson 5: Key ITIL Practices

 Topic A: Continual Improvement

 Topic B: Service Level Management

 Topic C: Change Control

 Topic D: Incident Management

 Topic E: Service Request Management

 Topic F: Service Desk

 Topic G: Problem Management

Lesson 6: Other ITIL Practices

 Topic A: General Management Practices

 Topic B: Service Management Practices

 Topic C: Technical Management Practices

Appendix A: Mapping Course Content to ITIL® 4 Foundation Syllabus