ITIL 4 Foundation
Course Description Overview
ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.
This course is accredited by PeopleCert. The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization. For further details on the process and requirements for accreditation, please contact your United States Career Campus account manager.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
In this course, you will identify, describe, and analyze all components of the ITIL 4 IT service management approach.
You will:
- Define ITIL and its key concepts.
- Identify the components of the ITIL framework.
- Analyze the ITIL guiding principles.
- Identify the components and functions of the ITIL Service Value System (SVS).
- Analyze the key ITIL management practices.
- Define the general, service, and technical management practices of ITIL.
This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.
This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.
To ensure your success, end-user level computer and networking skills are required. To meet this prerequisite, you can take the following United States Career Campus course or any similar introductory course:
- Using Microsoft® Windows® 10
Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the United States Career Campus IT Systems and Support curriculum library to supplement your professional experience in this area.
- Any current version of Microsoft® Windows or any current version of Apple® Mac OS®.
- Microsoft® PowerPoint® or any other slide viewing software to display the course slides.
If you wish to use the overheads provided in the data files, you will need to set up a computer for the instructor with the following minimum hardware configurations:
- 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
- 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
- 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
- Keyboard and mouse (or other pointing device)
- 1024 x 768 resolution monitor recommended
- Internet access (contact your local network administrator)
- Projection system to display the instructor's computer screen
Lesson 1: ITIL 4 Overview
Topic A: Introduction to ITIL
Topic B: Key Concepts of ITIL
Lesson 2: The ITIL Framework
Topic A: The Four Dimensions of Service Management
Topic B: The ITIL Service Value System
Lesson 3: The ITIL Guiding Principles
Topic A: Focus on Value
Topic B: Start Where You Are
Topic C: Progress Iteratively with Feedback
Topic D: Collaborate and Promote Visibility
Topic E: Think and Work Holistically
Topic F: Keep It Simple and Practical
Topic G: Optimize and Automate
Lesson 4: The ITIL Service Value System
Topic A: Governance
Topic B: The Service Value Chain
Topic C: Continual Improvement
Lesson 5: Key ITIL Practices
Topic A: Continual Improvement
Topic B: Service Level Management
Topic C: Change Control
Topic D: Incident Management
Topic E: Service Request Management
Topic F: Service Desk
Topic G: Problem Management
Lesson 6: Other ITIL Practices
Topic A: General Management Practices
Topic B: Service Management Practices
Topic C: Technical Management Practices