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ITIL 4 Foundation

Objectives

Our ITIL 4 classroom course uses group discussions, case-study-based activities, and real-world examples to bring the material to life, and enable you to acquire the knowledge and skills you need to successfully pass the ITIL 4 Foundation certification. As a result, you will become a more confident, more effective member of your team, delivering better customer experiences throughout your organization.

Target Audience

  • Individuals at the start of their journey in service management
  • ITSM Managers and aspiring ITSM Managers
  • Individuals working in other parts of IT (digital, product, development) with strong interface with service delivery
  • Existing ITIL qualification holders wishing to update their knowledge

Course Modules

Module 1: Overview of ITIL

In this module, you will learn how to secure identities with Azure Active Directory, and implement users and groups.

  • Introduction to ITIL 4 and service management
  • Structure of ITIL 4 and benefits of ITIL 4
  • ITIL 4 Foundation exam
  • Learning objectives for the course

Module 2: Service Management

  • Key definitions
  • Value – the value chain and co-creation
  • Value, service, products, and resources
  • Service relationships
  • Value, outcomes, costs, and risks

Module 3: ITIL guiding principles

  • Understand and recall the seven guiding principles of ITIL 4
  • How to apply the seven guiding principles
  • Be able to recall the key ITIL definitions

Module 4: The four dimensions of Service Management

  • Describe the four dimensions of IT service management
  • Explain how each dimension relates to the Service Value System
  • Explain how “external factors” can influence the four dimensions

Module 5: Service value systems

  • Understand and explain the Service Value System
  • Describe the Service Value Chain and its activities
  • Recall the key ITIL definitions

Module 6: ITIL practices

  • Recall the purpose of 18 (examined) ITIL practices
  • Recall definitions of key terms related to the ITIL practices, including availability, IT asset, event, configuration item, change, incident, problem, and known error
  • Explain the following practices in detail, including how they fit within the service value chain:
    1. Continual Improvement
    2. Change Control
    3. Incident Management
    4. Problem Management
    5. Service Request Management
    6. Service Desk
    7. Service Level Management

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    Program Schedules : Session Starts From

    9th July 2021

    Online Live

    23rd July 2021

    Classroom

    ITIL 4 Foundation

    Our ITIL 4 classroom course uses group discussions, case-study-based activities, and real-world examples to bring the material to life, and enable you to acquire the knowledge and skills you need to successfully pass the ITIL 4 Foundation certification. As a result, you will become a more confident, more effective member of your team, delivering better customer experiences throughout your organization.

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