DGT 220 - ITIL 4 Foundations

Course Description

The ITIL 4 Foundations qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance.

Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Course Details

Learning Outcomes:

By completion of this course, successful students will be able to:

• Understand the key concepts of service management, including the definitions of service, utility, warranty, customer, user, service management, and sponsor.
• Describe the key concepts of creating value with services, including cost, value, organization, outcome, output, risk, utility, and warranty.
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management practices.
• Describe the four dimensions of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes.
• Understand the purpose and components of the ITIL service value system.
• Describe the interconnected nature of the service value chain and how it supports value streams.
• Recall the purpose and key terms of 15 ITIL practices.
• Explain seven ITIL practices in detail, including continual improvement, change enablement, incident management, problem management, service request management, service desk, and service level management.

Topics of Instruction

• Introduction to ITIL 4 Foundation
• Key Concepts of Service Management
• Creating Value with Services
• ITIL Guiding Principles
• Four Dimensions of Service Management
• ITIL Service Value System
• Service Value Chain
• ITIL Practices

Who is the course for?

This course is perfect if you:

• Are a business leader responsible for shaping the strategic direction of IT-enabled services.
• Are a manager overseeing service management projects and initiatives.
• Are an IT or Technology professional aiming to understand the strategic and operational aspects of IT service management.
• Are a mid-career professional looking to enhance your skills in IT service management.
• Are a recent graduate seeking specialized knowledge in IT service management.