ITIL®4 Foundation
The ITIL®4 Foundation course is designed for professionals who want to utilize ITIL®4 framework in their professional work, enhancing and developing both IT and other service processes, performance, and quality.
Within the scope of the training, the main concepts and process models of the ITIL®4 framework for ensuring the quality of IT Service Management (ITSM) will be acquired.
By participating in discussions and completing practical tasks, participants gain an understanding and the necessary skills in analyzing best practice examples, with the ability to integrate them into their company’s IT Service Management processes.
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Course target
To develop a deep understanding and practical skills in utilizing the ITIL®4 approach and tools to improve and enhance IT and other service processes, performance, and quality.
Audience
- Company leaders;
- Business process managers;
- Auditors;
- IT architects;
- IT managers;
- IT specialists;
- External service providers;
- Quality analysts;
- Support specialists;
- Application management;
- Development team members.
At course completion you will be able to:
- Apply ITIL®4 concepts, principles, and process models to enterprise/organization service management;
- Apply ITIL® principles in IT Service Management (ITSM) and leadership;
- Apply ITIL® tools and techniques for “User Experience” and to demonstrate the effectiveness of IT Service Management (ITSM);
- Apply ITIL® best practice goals and core concepts;
- Understand industry best practices to adjust them to your services and IT processes;
- Fully prepare for the ITIL®4 Foundation certification exam.
Prerequisites
Experience in service management is desirable.
Training materials
During the training process, official PeopleCert and BDA-developed training materials are used, which remain available to participants after completing the training.
BDA provides practice test for all course participans for better preparation for the certification exam.
Certification Exam
ITIL® 4 Foundation: an introduction to ITIL 4 (the exam fees are already included in the training price).
Course outline
Review of key concepts in service management:
- Creating value through outcomes, costs, and risks management;
- The importance of relationships in the service process;
- Completion of practical tasks and discussions.
Examination of key ITIL® concepts and their applicability in achieving desired outcomes:
- The four dimensions of IT Service Management (ITSM);
- The service value system;
- Investment and productivity in the value chain;
- The nature and application of management principles;
- Completion of practical tasks and discussions.
Practical ITIL® management – Application of the ITIL® V4 framework for the development of enterprise services:
- ITIL® core concepts;
- 18 tested ITIL® practices;
- Continual improvement, change management, incident management, problem management, service desk management, service level management, and application management;
- Completion of practical tasks and discussions.
If you want to get more information about this course, contact us by phone +371 67505091 or send us an e-mail at mrn@bda.lv.
