Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability.
ITIL provides organizations with a comprehensive framework for ITSM. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
This 16-hour course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL 4 guidance.
Course Objectives - The learning objectives of ITIL 4 Foundation include an understanding of:
- Key concepts of service management
- How value creation is enabled through services
- The ITIL service value system
- The ITIL service value chain
- The four dimensions of service management
- ITIL practices
- The ITIL guiding principles
ITSM Academy's ITIL 4 Foundation class includes experiential assignments, GAME ON! An Interactive Learning Experience® and access to ITSM Academy’s Learner Portal.
Also included are memory exercises and study aids, designed to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include: fill in the blank, matching, and exam prep questions, along with a '"just-for-fun" crossword puzzle. Some are completed as interactive in-class exercises and some are utilized as homework.
Developed in-house by the ITSM Academy content team, our course covers all the material specified in the ITIL 4 Foundation Exam Specification and prepares attendees to successfully achieve their ITIL 4 Foundation certification.