دورة أساسيات ITIL 4

Overview

• ITIL® 4 Foundation is one of the widely-recognized entry-level certification courses provided by AXELOS in the IT Service Management category. With widespread digital transformation, enterprises needed an ITSM framework that took into account the evolving trends in the This resulted in the transition from ITIL® V3 to ITIL® 4 which provides a holistic operating model to deliver tech-enabled products and services.
• ITIL® Foundation course is ideal for professionals who are looking to gain a basic understanding of the ITIL® framework and enhance their IT Service Management strategy in an organization.

Learning Objectives

Participants who take part in the ITIL® 4 Foundation training will learn about:

• An overview of ITIL® 4 guiding principles
• Identifying opportunities to implement IT best practices using ITIL® 4 framework
• ITIL® 4 terminology and concepts and use similar language to other IT teams
• Service value system
• Service value chain activities and how they interconnect with other processes
• 4 new dimensions of Service Management
• Understanding the importance of IT services and business integration
• Continual Improvement and its benefits
• How to clear your ITIL® 4 Foundation exam on the first attempt

Target Audience

Job roles that can take up ITIL® v4 training include, but are not limited to:

• IT Managers
• IT Project Managers
• Network Operators
• IT Suppliers
• Help Desk Managers
• Incident Managers
• System Analysts
• System Administrators
• Security Managers
• IT Operations Manager
• Database Administrators
• IT Professionals who are part of ITSM improvement tasks
• Anybody who wants to gain knowledge of the all-new ITIL® 4 best practices
• Anybody who is looking to clear their ITIL® 4 Foundation certification exam

The Main Topic of the Course

• Module 1: Course Introduction
• Module 2: Service Management: Key Concepts
• Module 3: The Guiding Principles
• Module 4: The Four Dimensions of Service Management
• Module 5: Service Value System
• Module 6: Continual Improvement
• Module 7: Overview of ITIL® Practices

Course Prerequisites

• There are no prerequisites to take up the ITIL® 4 Foundation certification However, it is recommended that participants take up ITIL® 4 Foundation course from an Accredited Training Provider
• It is recommended that participants have at least 1-2 years of experience in working for an IT-based company, but not mandatory

Course Outlines and Training Plan

Module 1: Course Introduction

• Course Overview
• Course Learning Objectives
• Course Structure
• Introduction to IT Service Management in the Modern World
• Structure and Benefits of ITIL® 4
• Case Study: Axle Car Hire
• Exam Details

Module 2: Service Management: Key Concepts

• Intent and Context
• Value and Value Co-Creation
• Value: Services, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks

Module 3: The Guiding Principles

• Identifying Guiding Principles
• Topics Covered
• The Seven Guiding Principles
• Applying the Guiding Principles

Module 4: The Four Dimensions of Service Management

• The Four Dimensions
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and the Pestle Mod

Module 5: Service Value System

• Overview of Service Value System
• Overview of the Service Value Chain

Module 6: Continual Improvement

• Introduction to Continual Improvement
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles

Module 7: Overview of ITIL® Practices

• Purpose of ITIL® Practices
• The Continual Improvement Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice