ITIL® 4 Foundation Certification in Albuquerque

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?

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 in Albuquerque. This ITIL® 4 Certification Training is particularly valuable for:

• IT Service Desk Staff
• IT Managers
• IT Operations Managers
• IT Project Managers
• Business Analysts in IT
• Service Delivery Managers
• IT Architects
• Quality Assurance Managers in IT
• IT Service Management (ITSM) Managers

Prerequisites of the ITIL® 4 Foundation Certification

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

ITIL® 4 Foundation Certification Training Overview

The ITIL® 4 Foundation Course in Albuquerque introduces the latest iteration of IT Infrastructure Library (ITIL) standards, a critical framework for managing and optimizing IT services in Albuquerque. Its relevance in today’s technology-driven world is paramount, as it aligns IT service operations with broader business strategies, enhancing efficiency and productivity.

Understanding the principles of the ITIL® 4 Foundation Course is vital for IT professionals in Albuquerque seeking to adapt to evolving business needs. It's particularly essential for project managers, IT service managers, and support staff. Mastering this subject ensures that IT operations contribute effectively to overall business success, enhancing customer satisfaction and business growth.

The Knowledge Academy's 2-day ITIL® 4 Foundation Course in Albuquerque offers a comprehensive overview of this framework, ensuring delegates quickly grasp its key concepts and practices. This efficient training approach is designed to expedite the certification process, providing delegates in Albuquerque with the skills needed to implement ITIL® standards effectively in their organizations.

Course Objectives

• To introduce the core concepts and principles of the ITIL® 4 framework
• To equip delegates with the skills to effectively manage IT services aligning with business goals
• To prepare attendees for the ITIL® 4 Foundation Certification exam
• To demonstrate the integration of ITIL® 4 with modern digital technologies
• To enhance practical understanding through real-world examples and case studies

Upon completion of the ITIL® 4 Foundation Course in Albuquerque, delegates will have a thorough understanding of ITIL® principles and their application in the real world. They will be well-prepared for the certification exam and possess the skills necessary to improve IT service management within their organizations, ensuring alignment with business objectives and enhancing overall efficiency.

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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