Descripción
This course aims to provide students with an extensive introduction to the basic concepts of ITIL® 4.
With the knowledge of ITIL® 4 concepts and terminology, group discussions, case study based activities and examples included in the course, you will earn the ITIL® 4 Foundation certification from the accredited training organization.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOSLimited, used under permission of AXELOS Limited. All rights reserved.
ITIL 4 Foundation comprises the following:
- A holistic approach to facilitate the co-creation of value with customers and other stakeholders in the form of products and services.
- The guiding principles of ITIL 4
- The four dimensions of service management.
- Key concepts of Lean, Agile, DevOps and why they are important to deliver business value.
- The ITIL practices described in ITIL 4 will maintain the value and relevance provided by current ITIL processes, while at the same time expanding to integrate across different areas of IT and service management, from demand to value.
Target audience:
Professionals seeking professional recognition and certification for information management, including:
- Those who require a basic understanding of the ITIL framework.
- Those who wish to understand how ITIL can be used to improve IT service management.
- IT professionals or others working within an organization that has adopted ITIL.
Content:
1. Understand the key concepts of service management
1.1 Recall the definition of:
- a) Service
- b) Utility
- c) Warranty
- d) Customer
- e) User
- f) Service management
- g) Sponsor
1.2 Describe the key concepts of creating value with services:
- a) Cost
- b) Value
- c) Organization
- d) Outcome
- e) Output
- f) Risk
- g) Utility
- h) Warranty
1.3 Describe the key concepts of service relationships:
- a) Service offering
- b) Service relationship management
- c) Service provision
- d) Service consumption
2. Understand how the ITIL® guiding principles can help an organization adopt and adapt service management
2.1 Describe the nature, use and interaction of the guiding principles
2.2 Explain the use of the guiding principles:
- a) Focus on value
- b) Start where you are
- c) Progress iteratively with feedback
- d) Collaborate and promote visibility
- e) Think and work holistically
- f) Keep it simple and practical
- g) Optimize and automate
3. Understand the four dimensions of service management
3.1 Describe the four dimensions of service management:
- a) Organizations and people
- b) Information and technology
- c) Partners and suppliers
- d) Value streams and processes
4. Understand the purpose and components of the ITIL® service value system
4.1 Describe the ITIL® service value system
5. Understand the activities of the service value chain, and how they interconnect
5.1 Describe the interconnected nature of the service value chain and how this supports value streams
5.2 Describe the purpose of each value chain activity:
- a) Plan
- b) Improve
- c) Engage
- d) Design & transition
- e) Obtain/build
- f) Deliver & support
6. Know the purpose and key terms of 15 ITIL® practices
6.1 Recall the purpose of the following ITIL® practices:
- a) Information security management
- b) Relationship management
- c) Supplier management
- d) IT asset management
- e) Monitoring and event management
- f) Release management
- g) Service configuration management
- h) Deployment management
- i) Continual improvement
- j) Change control
- k) Incident management
- l) Problem management
- m) Service request management
- n) Service desk
- o) Service level management
6.2 Recall definitions of the following ITIL® terms:
- a) IT asset
- b) Event
- c) Configuration item
- d) Change
- e) Incident
- f) Problem
- g) Known error
7. Understand 7 ITIL® practices
7.1 Explain the following ITIL® practices in detail, excluding how they fit within the service value chain:
- a) Continual improvement including the continual improvement model
- b) Change control
- c) Incident management
- d) Problem management
- e) Service request management
- f) Service desk
- g) Service level management
Nextraining is an official ATO (Accredited Training Organization) center.
Nextraining is an official AXELOS training and certification center, through PEOPLECERT, in the ITIL® and PRINCE2® categories, methodologies that are adopted by public and private organizations in more than 160 countries.
¿Cómo me puede ayudar una certificación ITIL® en mi crecimiento intelectual y empresarial?
Al obtener la certificación ITIL®, obtendrá un conocimiento integral del marco ITIL® ampliamente utilizado, en el que aprenderá:
- Cómo comprender las necesidades de los clientes.
- Cómo construir relaciones a largo plazo.
- Cómo mejorar tu reputación.
- Cómo aumentar la productividad y mejorar el sistema de gestión de recursos.
- Cómo administrar los riesgos sin interrumpir los servicios comerciales y más.
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Ponte en contacto con nuestro equipo y recibe información detallada.
+34 963 694 964
info@nextraining.es
