ITIL® 4 Foundation Certification Course - Canada

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 Organisation?
  • How is Value Created Between Organisations?
  • Service Relationships
  • Providers and Consumers Co-Create Value
• Stakeholder and Service Consumer Roles
  • Stakeholders
  • Service Provider Organisations
  • Service Consumer Organisations
  • 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 Organisations 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
  • Organisations and People
  • What do the Dimensions Includes?
  • What is Culture, and Why is it Needed?
  • What a Supportive Culture Requires?
  • What to Pay Attention to?
  • Organisational Complexities
  • Information and Technology
  • Things to Consider
  • Partners and Suppliers
  • Organisations 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 is 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
  • Optimise and Automate
  • Road to Optimisation
  • 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?

Who should attend this ITIL® 4 Foundation Certification Training?

The ITIL® 4 Foundation Certification Course is crafted to provide a comprehensive understanding of the ITIL® framework, catering to a broad spectrum of individuals within and beyond the IT industry. This ITIL Certification is particularly valuable for:

• IT Managers
• Service Desk Managers
• System Administrators
• Network Engineers
• IT Consultants
• Project Managers
• Business Analysts

Prerequisites of the ITIL® 4 Foundation Certification

There are no formal prerequisites for attending this ITIL® 4 Foundation Certification Course.

ITIL® 4 Foundation Certification Course Overview

The Knowledge Academy's ITIL 4 Foundation Certification Course introduces modern IT service management (ITSM). This is a worldwide recognised certification which puts emphasis on the ITIL® 4 framework, service value system (SVS), guiding principles, continual improvement and practices.

Learners also examine the integration of ITIL® with Agile, Lean and DevOps to provide customer value and enhance digital transformation.

ITIL® 4 Foundation Training is ideal for IT Professionals, Service Desk Staff, Business and Project Managers, or anyone seeking ITSM best practices. It serves as the entry point to advanced ITIL® qualifications and supports effective IT service delivery.

ITIL® 4 Foundation Certification Course Objectives

• To understand the key concepts and value of IT service management
• To explore the ITIL® service value system and guiding principles
• To recognise ITIL® practices and how they enable business value creation
• To prepare for the ITIL® 4 Foundation Certification exam with confidence
• To build a foundation for progressing to advanced ITIL® modules and certifications

This 2-day ITIL 4 Foundation Training Course is a blend of training delivered by instructors, practical examples, and examination-based training. At the culmination of the learning, learners will be knowledgeable enough to put ITIL® into practice and competent enough to receive the ITIL® 4 Foundation Certification exam.

Jumpstart your career in the field of IT service management with The Knowledge Academy's ITIL® 4 Foundation Certification Course.

What Skills Will You Acquire ITIL® 4 Foundation Certification?

• Service Operation: Develop support and analysis skills for ITSM, including monitoring, maintaining, and optimising IT systems and infrastructure.
• Problem Management: Learn how to reduce the likelihood and impact of incidents by identifying root causes, managing workarounds, and addressing known errors.
• Digital Transformation: Understand the processes for transforming IT systems to a digital model, collaborating effectively with stakeholders, and managing implementation plans.

Unlock Career Opportunities With ITIL® 4 Foundation Certification

• IT Specialist Application Development
• IT Specialist Change Management
• IT Operations Specialist
• IT Development Manager
• IT Service Operations Manager
• IT Team Leader
• Chief Digital Officer
• IT Project Manager
• Transformation Manager
• IT Service Manager
• Digital Product Manager

What's included in this ITIL® 4 Foundation Certification Course?

• The ITIL® 4 Foundation Examination
• World-Class Training from Experienced ITIL® Instructors
• ITIL® 4 Foundation Certificate
• Digital Delegate Pack

ITIL® 4 Foundation Exam Information

The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. 

• Question Type: Multiple Choice 
• Total Questions: 40 
• Total Marks: 40 Marks 
• Pass Mark: 65% or 26/40 Marks 
• Duration: 60 minutes 
• Open Book/ Closed Book: Closed Book

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

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