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Course Specifics

Duration: 2 Day (16 hours)
Instructor: Marcel Foederer
Class Size: 3 - 12
You will learn:
  • Key ITIL concepts & principles
  • ITIL best practices
  • Continual improvement concepts

Course Information

ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services.

A case study (based on a fictitious organization, ‘Axle Car Hire’) is included with the purpose of helping candidates understand and experience the ITIL guiding principles, service value, practices through real-world challenges and opportunities.

By the end of the course, the participants benefit benefits from acquiring a holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services. This is done through the insight gained of the guiding principles, the dimensions of Service Management, key concepts from Lean, Agile and DevOps.

Learning Objectives

At the end of this course, participants will be able to:

  • Understand the key concepts of ITIL service management framework
  • Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management framework
  • Understand the four dimensions of ITIL service management framework
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
  • Understand the key concepts of continual improvement
  • Learn the various ITIL practices
Requirements

Basic familiarity with IT service delivery is beneficial but not required for the completion of this course.

Target Audience

The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification benefits roles such as:

  • Business Managers
  • Business Process Owners
  • DevOps Team Members
  • IT Consultants
  • IT Developers
  • IT Management
  • IT Support Staff
  • Service Providers
  • System Integrators

Course Agenda

Day 1

  • Course Introduction and Recap of ITIL 4 based on pre-course reading
  • Service Management: Key Concepts
  • The Guiding Principles
  • The Four Dimensions of Service Management
  • The Service Value System - Part 1

Day 2

  • The Service Value System - Part 2
  • Continual Improvement
  • The ITIL Practices – Part 1
  • Exam Preparation Guide/ Mock Exam

Course Instructor

Marcel Foederer

Head Trainer ITIL,ITIL 4
Lead Architect of the global best practices committee for ITIL (AXELOS)
Author: ITIL 4 Foundation
Author: Direct, Plan and Improve
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