ITIL 4 Foundation
Pro 2 Days Training in Hamburg

ITIL 4 Foundation – Pro 2 Days Training in Hamburg



Course Description:
ITIL 4 is built on the established core of best practice in the ITIL guidance. 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. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
 The ITIL® (4) Foundation “Pro” is a 2-day classroom room based on the exam specifications specified by AXELOS for the ITIL® (4) Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® (4) Foundation exam. In addition, the “Pro” edition offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. This rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.
 Course Topics:
Module 1: Course Introduction
    Let’s Get to Know Each Other
    Course Overview
    Course Learning Objectives
    Course Structure
    Course Agenda
    Introduction to IT Service Management in the Modern World
    Introduction to ITIL 4
    Case Study: Axle Car Hire
    Case Study: The CIOs Vision for Axle
    Exam Details
Module 2: Service Management: Key Concepts
    Value and Value Co-Creation
    Value: Service, Products, and Resources
    Service Relationships
    Value: Outcomes, Costs, and Risks
Module 3: The Guiding Principles
    The Seven Guiding Principles
    Applying the Guiding Principles
Module 4: The Four Dimensions of Service Management
    Organizations and People
    Information and Technology
    Partners and Suppliers
    Value Streams and Processes
    External Factors and Pestle Model
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
 Learning Goals:
At the end of this course, participants will be able to:
      Understand the key concepts of ITIL service management.
    Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
    Understand the four dimensions of ITIL service management.
    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 and how they contribute to value chain activities
 Course Agenda:
Day 1
Module 1 Course Introduction and Recap of ITIL 4 based on pre-reading
Module 2 Service Management: Key Concepts
Module 3 The Guiding Principles
Module 4 The Four Dimensions of Service Management
Module 5 The Service Value System and Service Value Chain – Part 1
Day 2
Module 5 The Service Value System and Service Value Chain – Part 2
Module 6 Continual Improvement
Module 7 Overview of ITIL Practices – Part 1
Exam Preparation Guide/ Mock Exam
 Who can Attend?
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 can be beneficial for the following roles:
      IT Support Staff
    IT Consultants
    Business Managers
    Business Process Owners
    IT Developers
    Service Providers
    System Integrators

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