ITIL® 4 Foundation Certification in Chicago

ITIL® 4 Foundation Certification Course Outline

Module 1: Introduction

• What is ITIL®?
• ITIL® 4 Certification Journey
• Course Objectives
• About the Course

Module 2: Key Concepts of Service Management

• Concept of Value

• What Do We Mean by Value?
• Definition of Value
• What is an Organization?
• How is Value Created Between Organizations?
• Service Relationships
• Providers and Consumers Co-Create Value

• Stakeholder and Service Consumer Roles

• Stakeholders
• Service Provider Organizations
• Service Consumer Organizations
• Other Stakeholders
• How is Value Created?
• Service Consumer Roles
• Activity

• Service Offerings

• What is a Product?
• What is a Service?
• What is a Service Offering?

• Creating Value with Services

• Value Co-Creation
• Service Provider
• What are Service Consumers?
• What are Products and Services?
• Definitions
• What are Service Relationships?
• What is the Meaning of Service Provision?
• What is Service Consumption?
• Service Relationship Management
• How Organizations Co-Create Value?
• Service Relationship Model
• Value, Outcomes, Costs, and Risk
• Definitions
• What Can Be Described as Utility and Warranty?
• Review and Reflect
• Quiz

Module 3: Key Concepts of ITIL® 4

• Four Dimensions of Service Management

• Holistic Approach to Service Management
• Four Dimensions of Service Management
• Organizations and People
• What the Dimension Includes?
• What is Culture, and Why is it Needed?
• What a Supportive Culture Requires?
• What to Pay Attention to?
• Organizational Complexities
• Information and Technology
• Things to Consider
• Partners and Suppliers
• Organizations and their Partners and Suppliers
• Forms of Cooperation
• What Goes into Supplier Strategy?
• What is a Value Stream?
• Value Streams and Processes
• Questions to create, deliver and improve

• Activity
• ITIL® Service Value System

• ITIL® SVS
• ITIL® SVS Inputs
• Governance
• Challenges of Silos
• Need for Continual Improvement
• Applying the SVS

• Service Value Chain

• Introduction to the ITIL® Service Value Chain
• Opportunity Vs Demand
• Converting Inputs into Outputs
• Service Value Chain, its Practices, and Value Streams
• Activities
• Review and Reflect Quiz

Module 4: Guiding Principles

• Introduction to the Guiding Principles

• What is a Guiding Principle?
• Focus on Value
• How Value is Perceived?
• CX and UX
• How Would You Apply this Principle?
• Start Where You Are
• Assess Where You Are
• Role of Measurement
• Applying the Principle
• Progress Iteratively with Feedback
• Role of Feedback
• Use of Feedback Loops
• Iteration and Feedback Together
• Collaborate and Promote Visibility
• Communication and Visibility
• Key Collaboration Pairs
• Promote Visibility
• Think and Work Holistically
• Keep it Simple and Practical
• Judging What to Keep
• Conflicting Objectives
• Applying the Principle
• Optimize and Automate
• Road to Optimization
• Using Automation
• Applying the Principle
• Activity: Case Studies

• Using the Guiding Principles

• Guiding Principles in Context
• Guiding Principles Your Examples
• Principle Interaction
• Applying the Guiding Principles
• Guiding Principles: Task
• Principle Interaction
• Review and Reflect Quiz
• Extension Activity 2

Module 5: ITIL® 4 Management Practices

• Purpose of the ITIL® Practices

• Management Practices
• 34 ITIL® Management Practices
• General Management Practices
• Service Management Practices
• Technical Management Practices

• Overview of Eight ITIL® Practices

• Eight Practices
• Information Security Management
• Contribution of Information Security Management to SVC
• Relationship Management
• Supplier Management
• Evaluating and Selecting Suppliers
• Contribution of Supplier Management to SVC
• IT Asset Management
• Contribution of IT Asset Management to SVC
• Service Configuration Management
• Contribution of Service Configuration Management to SVC
• Monitoring and Event Management
• Contribution of Monitoring and Event Management to SVC
• Deployment Management
• Approaches for Deployment
• Contribution of Deployment Management to SVC
• Release Management
• Contribution of Release Management to SVC

• Key Management Practices – Part 1

• What is an Incident?
• Incident Management Guidance
• Incident Management Tools
• Incident Updates
• Types of Incidents
• Collaboration
• Swarming
• Third-Party Products and Services
• Incident Management Contribution to SVC
• Service Request Management
• What is a Service Request?
• Steps for Request Fulfilment
• Request Processes and Procedures
• Service Request Management Contribution to the SVC
• Methods of Fulfilling Requests
• Service Desk
• Automation
• Task: Service Desk ‘Pitch’
• Service Desk Provisions
• Service Desk Support
• Service Desk Skills
• Service Desk Contribution to the SVC

• Key Management Practices – Part 2

• Problem Management
• Phases of Problem Management
• Identifying a Problem
• Problem Control
• Workaround
• Error Control
• Links to Other Practices
• Interfaces
• Problem Management Contribution to the SVC
• Continual Improvement
• Applying Continual Improvement
• Continual Improvement Model
• What is the Vision?
• Where are We Now?
• Where do We Want to Be?
• CSFs and KPIs
• How do We get There?
• Take Action
• Did we Get There?
• How do We Keep the Momentum?
• Methods to Continually Improve
• Continual Improvement Activity
• Tracking
• CI Responsibility
• Continual Improvement Contribution to the SVC

• Key Management Practices – Part 3

• Service Level Management
• Activity
• Service Level Agreements
• Key requirements for SLAs
• Watermelon SLA Effect
• Customer Engagement
• Customer Feedback
• Metrics
• Service Level Management Contribution to the SVC
• Change Enablement
• Define Change
• Scope of Change Enablement
• Change Authority
• Types of Change
• Scheduling
• Change Enablement Contribution to the SVC

• Review and Reflect

• Quiz
• Activities
• Course Review
• What’s Next?