ATTENTION: If you belong to the LaaS Cert program, the training does not include an exam.
Official Course Description: ITIL® Foundation V 4
The course consists of 10 units that explain the meaning of ITIL® in new information and communication technology systems, as well as its application in web environments.
The approximate duration of the course is 60 hours distributed between the course content and the collaboration tools. Upon completion, the student will receive a certificate of completion.
The course includes presentations and discussion forums divided by topic, led by a certified trainer, to put everything learned into practice. It also includes additional material for preparing for the certification, which includes:
- a digital book that is left to the student
- downloadable exam questions
The course fee applies to the distance learning mode (100% bonus option)
General objectives
The objective of this course is to familiarize IT professionals with the models, concepts, terminology, and elements involved in the IT Service Lifecycle.
Among other things, you will learn about:
- Service Life Cycle
- Generic Concepts
- Key Principles and Models
- Roles
- Functions
- Service Management
- Information about the Foundations certification.
Specific objectives
Unit 1
In this first unit, you'll begin to familiarize yourself with the terminology used in ITIL®. Basic concepts such as ITIL®, Best Practices, and Service Management will also be defined.
Unit 2
In this unit, you'll learn how the Service Lifecycle is divided, from the initial strategy to further improvements. We'll show you the most important processes in each phase and the value gained by following this structure.
Unit 3
In this unit, we'll introduce you to the key principles and models of Service Management. We'll especially focus on the importance of the 4 Ps and the Service Catalog.
Unit 4
During this unit, we will begin to break down the Service Lifecycle into its different phases, and the most important Service Management processes found in each one.
We'll show you the activities, scope, and basic concepts of the initial phase of the Service Lifecycle, which spans Service Strategy and Service Design.
Unit 5
This unit is closely linked to the previous one. Throughout it, you'll be able to understand the most important processes of Service Design and Service Transition.
We'll show you the basic concepts, objectives, and other important aspects of Service Management.
Unit 6
In this unit, you will learn about the roles and responsibilities of those involved in a Service throughout the Lifecycle.
Of particular importance will be the definition of 'Process Owner' and the RACI model.
Unit 7
This unit focuses specifically on Service Operation. You'll learn about aspects related to deliveries, events, problems, incidents, and various aspects affecting Service Operation, with attention also paid to the prerequisite processes for Service Transition.
Unit 8
During this unit, you'll learn about some of the most important processes in Service Operations. You'll also review the role of the Customer Service Center and some necessary roles in the OS.
Unit 9
Throughout this unit, we'll review the most important functions of Continuous Service Improvement to achieve the highest quality service and, consequently, an excellent return on investment.
Unit 10
In this unit, we'll provide you with information about the ITIL® qualification process. We'll also help you review the process to prepare you if you choose to pursue ITIL® Foundation certification.
ITIL® Foundation V 4 Course Content
Unit 1. What is ITIL®?
1.1. Introduction to ITIL®
- What is ITIL®?
- Introduction to ITIL®
- Introduction to ITIL®. The Library.
1.2. Service.
- Service: Utility and Warranty.
- Types of Service.
1.3. Service Management.
- Service Management.
1.4. IT Service Management.
- IT Service Management.
- IT Governance & IT Service Management.
1.5. Maturity Model: ISO/IEC 20000 Standard.
- Maturity Model (CMMI).
- Continuous Model.
- Stage model.
- The relationship between Supplier and Customer.
- Maturity Model: ISO/IEC 20000 Standard.
1.6. Who is affected by IT Service Management?
- Who is affected by IT Service Management?
1.7. Good practices.
- Good practices.
- Recommended standards.
1.8. Internal and external clients.
- Internal and external clients.
1.9. Internal and external services.
- Internal and external services: IT Service Provider.
1.10. Systems, Functions and Processes.
- Systems, Functions and Processes.
- Process vs Function.
1.11. The ITIL® Library
- The ITIL® Library. IT Service Management.
- The ITIL® Library. Service Lifecycle.
1.12. Advantages and disadvantages.
- Advantages of ITIL®
- Disadvantages of ITIL®
1.13. Review.
Unit 2. Service Life Cycle
2.1. Introduction.
- Introduction to the Service Life Cycle.
2.1. Service Life Cycle.
- Service Life Cycle.
2.2. ITIL® Service Strategy (SS)
- (SS) Service Strategy. Objective.
- (SS) The four “P”s of the Service Strategy.
- (SS) Practice yourself.
2.3. Service Design (SD).
- (DS) Service Design. Objective
- (DS) Elements of Design.
- (DS) Practice yourself.
2.4. Service Transition (ST).
- (TS) Service Transition.
- (TS) Service Transition. Objective.
- (TS) Practice yourself.
2.5. Service Operation (OS):
- (OS) Service Operation.
- (OS) OS processes. Objective.
- (OS) Scope of Service Operation.
- (OS) Functions and Roles.
- (OS) Practice yourself.
2.6. Continuous Service Improvement (CSI).
- (CSI) Continuous Service Improvement.
- (CSI) Deming Model.
- (CSI) SWOT analysis.
- Example.
2.7. Life Cycle Practice.
- Life Cycle Practice.
Unit 3. Key Principles and Models
3.1. Introduction.
- Introduction.
3.2. Creating Value through Services.
- Service Life Cycle.
- Value of a service: Utility and Guarantee.
- Service assets: Resources and Capabilities.
3.3. The four “P”s of ITIL®.
- The four “P”s of ITIL®.
- Process.
- People.
- Products.
- Partners.
- Practice yourself.
3.4. Design of the Service Catalogue.
- Service Catalog Design. Processes.
- Service Design.
- Architecture Design.
- Metrics and Value.
3.5. Tools in Service Management (MoSCoW).
- Tools in Service Management (MoSCoW).
- MoSCoW.
3.6. Continuous Service Improvement (CSI) Model.
- Continuous Service Improvement (CSI) Model. Deming.
- KPI (Key Performance Indicators).
- Practice yourself.
3.7. Baselines.
- Baselines.
- CSI Metrics.
3.8. Risks.
- Risks.
- Risk Management.
Unit 4. SS, DS Processes. Catalog Availability.
4.1. Introduction: The Processes.
- Introduction: The processes.
- Diagram: SS and DS processes.
4.2. SS. Financial Management.
- Business Case.
- Financial management: Strategy, planning and analysis.
- Financial Management: Accounting.
- Financial Management: Billing
- Practice yourself.
4.3. SS. Demand Management (DM).
- Demand management (DM).
- Service Packages.
4.4. SS. Service Portfolio Management (SPM).
- The Service Portfolio (SPM).
- How to maximize portfolio value?
- SPM process.
4.5. DS. Service Level Management (SLM).
- Service Level Management (SLM): SLA and OLA.
- Service Level Management Process.
- BRM and SLAM charts.
- Practice yourself.
4.6. DS. Service Catalog Management (SCM).
- Portfolio vs. Catalog.
- Catalog Features.
- Practice yourself.
4.7. DS. Capacity Management.
- Capacity Management.
- The Capacity Plan.
- Capacity Management Processes.
4.8. DS. Availability Management.
- The availability of services.
- The Availability plan.
- Availability: Proactive and Reactive Actions.
- Extended Life Cycle: MTRS.
- Extended Life Cycle: Redundancy.
- Availability, Reliability and Capacity.
- AMIS and Availability Plan.
- Practice yourself.
Unit 5. DS, TS Processes. Configuration and Service Continuity.
5.1. Introduction.
- Introduction.
- Diagram: DS and TS processes.
5.2. DS. Information Security Management System (ISMS).
- Features of the ISMS.
- ISMS Activities and Policies.
- ISMS Metrics.
- Practice yourself.
5.3. DS. Supplier management.
- The Suppliers and Contracts Database (SCD).
- Characteristics of the contract with suppliers.
5.4. DS. IT Service Continuity Management (ITSCM).
- Functions of the ITSCM.
- Incident Management.
- Service Continuity Life Cycle.
- ITSM: Requirements and Strategies.
- IT Service Continuity Management (ITSCM) Overview.
5.5. TS. Change management.
- Change Management.
- Change Management Activities.
- Committee on Changes (CAB).
- Type of Change Requests.
- Life Cycle of changes.
- Evaluation and Planning.
5.6. TS. Service Asset and Configuration Management (SACM).
- The Configuration Management System (SCM).
- Configuration Item (CI).
- SACM Life Cycle.
- SACM: Attributes.
- SACM: Relations
- Review of the Attributes.
- Summary of Service Management processes.
Unit 6. Roles and responsibilities.
6.1. Introduction.
- Introduction.
6.2. Process Owner.
- Owner of the process.
- Organization of roles.
- Roles and Responsibilities.
6.3. RACI Model.
- The RACI model.
- Phases of a RACI model.
6.4. Service Owner.
- Service Owner.
- Capabilities of a Responsible Person.
6.5. Main roles.
- Main roles.
- Tasks of Service Managers.
6.6. Communication.
- The importance of communication.
- Forms of communication.
- Practice yourself .
Unit 7. TS, OS Processes. Service Transition and Operation.
7.1. Introduction.
- Introduction.
- Diagram: TS and OS processes.
7.2. TS. Knowledge Management. (DIKW and SKMS).
- Knowledge Management Objectives.
- SKMS. Service Knowledge Management System.
- DIKW. The Model for Knowledge Management.
- Practice yourself.
7.3. TS. Version and Deployment Management.
- Delivery unit and delivery package.
- Version and Deployment Management.
- Development phases of a Release Package.
- Planning: The V model.
- Practice yourself.
7.4. OS. Request Management.
- Request Management.
- Request planning.
- Practice yourself.
7.5. OS. Access Management.
- Access Management.
- Usual elements.
- Access Request.
7.6. OS. Event Management.
- Event Management.
- Event Management Process.
- Practice yourself.
7.7. OS. Incident Management.
- Incident Management.
- Treatment of Incidents.
- Incident Attributes.
7.8. OS. Problem Management.
- Problem Management.
- KEDB, known bugs and workarounds.
- Process for identifying and solving problems.
- Practice yourself.
Unit 8. IT Monitoring and Operation.
8.1. Introduction.
- Introduction.
8.2. User Service Center.
- The function of the User Service Center.
- Structure of the User Service Center.
- Features of the User Service Center.
8.3. Technical Management.
- The role of Technical Management
- Organization of Technical Management.
- Practice yourself.
8.4. Application Management.
- The role of Application Management.
- Software Life Cycle (SLC).
- Software Life Cycle (SLC) Phases.
- Practice yourself.
8.5. Operations Management.
- The role of Operations Management.
- IT Operations Management Documentation.
8.6. Service Operation. Roles.
- Service Operation. Roles.
8.7. Service Monitoring.
- The function of Service Monitoring.
- Types of Monitoring.
- Monitoring Levels.
- Monitoring Tools.
- Practice yourself.
Unit 9. CSI Processes. Continuous Service Improvement.
9.1. Introduction.
- Introduction.
9.2. Continuous Service Improvement (Deming).
- The plan to improve the quality of the Service (SIP).
- CSI measurements.
- 7 Steps of CSI.
- The CSI improvement process.
- Deming Cycle: Step 1. Service Ideal.
- Deming Cycle: Step 2. Service Reality.
- Deming Cycle: Step 3. Data measurement.
- Deming Cycle: Step 4. Processing.
- Deming Cycle: Step 5. Analysis.
- Deming Cycle: Step 6. Presentation (Service Reports).
- Deming Cycle: Step 7. Corrections.
- Practice yourself.
9.3. The CSI Manager.
- The CSI Manager.
9.4. Service Automation.
- Use of technology and tools.
- Recommendations before automating.
9.5. Service Reports.
- Service Reports.
- Service Monitoring.
9.6. ROI.
- Types of ROI.
- Practice yourself.
Unit 10. The ITIL® Foundation certification.
10.1. Introduction.
- Introduction.
10.2. ITIL® certifications.
- ITIL® certifications.
- ITIL® exams.
- The certification scheme.
10.3. The candidates
- The candidates.
10.4. The ITIL® Foundation certification.
- The ITIL® Foundation certification.
10.5. Study material.
- Study material.
10.6. Exam practice.
- Exam practice.
10.7. Final acknowledgments.
- Final thanks.
Final evaluation
Quality Questionnaire
Prerequisites
No technical prerequisites are required to take this course. However, basic computer skills and knowledge of IT-related environments are recommended.
Software and Hardware Requirements
Hardware: Multimedia PC
Pentium IV or higher, 1 GB of memory, sound card, speakers/headphones
Software:
Windows XP, Windows Vista or Windows 7
Browsers: Explorer 6, 7 and 8 or Firefox 2 and 3
Java 1.5 or higher
Adobe Flash Player 7.0 or higher
Javascript enabled
Adobe Reader 8.0 or higher
Other modalities
If you are interested in taking this course online, please contact us: Email: info@nanforiberica.com , Phone: +34 91 031 66 78, WhatsApp: +34 685 60 05 91
