ITIL® 4 Foundation with Certification

1.Introductions and Expectations

• Individual introductions.
• Exploration of each participant’s expectations and objectives.
• Introduction to the training framework.
• Alignment with specific goals and challenges.
• Presentation of the fictional scenario, used as a continuous thread throughout the course.

2. Understanding the Basics of IT Service Management

• Presentation and description of key terms: service, utility, warranty, customer, user, service management, and sponsor.
• Presentation and description of terms related to value creation in IT services: cost, value, organization, outcome, product, risk, utility, and warranty.
• Presentation and description of terms for service relationships: service offering, service relationship management, service delivery, and service consumption.
• Scenario activity: Identify the components of a service in the fictional case: who are the users, what value is expected, and what are the associated costs and risks?

3. Understanding the 7 Guiding Principles of ITIL® 4

• Role, importance, and functioning of ITIL principles.
• Presentation of the 7 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.
• Scenario activity: Faced with a challenge in the case study, choose the most relevant ITIL® principles to apply and justify their use in the given context.

4. Understanding the 4 Dimensions of the ITIL® 4 Framework

• Presentation of the 4 dimensions:
  • Organizations and people.
  • Information and technology.
  • Partners and suppliers.
  • Value streams and processes.
• Scenario activity: Identify the impacts on each of the 4 dimensions in the fictional scenario. Participants map the levers to activate in order to balance the dimensions.

5.Understanding the ITIL® 4 Service Value System (SVS)

• Presentation of the Service Value System (SVS).
• Relationship between the service value chain and how it contributes to value streams.
• Presentation of the objectives of each service value chain activity:
  • Planning.
  • Improvement.
  • Engagement.
  • Design and transition.
  • Obtain/build.
  • Delivery and support.
• Scenario activity: Using the case study, represent an existing value stream and propose a new value chain to improve service performance.

6. Understanding the 15 ITIL® 4 Practices

• Presentation of practices and their objectives:
  • Information security management.
  • Relationship management.
  • Supplier management.
  • IT asset management.
  • Monitoring and event management.
  • Release management.
  • Service configuration management.
  • Deployment management.
  • Continual improvement.
  • Change enablement.
  • Incident management.
  • Problem management.
  • Service request management.
  • Service desk.
  • Service level management.
• Scenario activity: Simulate the organization’s response to a major incident in the case study: select the relevant practices, show how they interact, and propose an action plan.

7. Preparing for the ITIL® 4 Foundation Exam

• Final debrief of the scenario / case study.
• Practice exam with self-correction.
• Q&A session.
• Tips and strategies for successfully passing the official exam.