Official course description: ITIL® Foundation V4
The course consists of 10 units that explain the meaning of ITIL® language in new Information and Communication Technology systems, as well as its application in Web environments.
The approximate duration of the course is 60 hours, divided between course content and collaboration tools. Upon completion, students will receive an accredited diploma.
The course includes presentations and discussion forums divided by topics, moderated by a certified trainer, to put everything learned into practice. It also provides additional material for certification preparation, which consists of:
- a digital book that the student keeps
- downloadable exam questions
The course fee applies to the e-learning modality (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 Life Cycle.
Among other aspects, you will learn about:
- Service Life Cycle
- Generic Concepts
- Key Principles and Models
- Roles
- Functions
- Service Management
- Information about Foundations certification.
Specific objectives
Unit 1
In this first unit, you will begin to familiarize yourself with the terminology used in ITIL®. Additionally, basic concepts such as ITIL®, Best Practices, and Service Management will be defined.
Unit 2
In this unit, you will learn how the Service Life Cycle is subdivided, from the initial Strategy to additional Improvements. We will show you the most important processes in each phase and the value obtained by following this structure.
Unit 3
In this unit, we will show you the key principles and models of Service Management. We will especially try to make you aware of the importance of 'The 4 Ps' and the Service Catalog.
Unit 4
During this unit, we will begin to break down the Life Cycle into its different phases, and the most important Service Management processes that can be found in each one.
We will show you the activities, scope, and basic concepts of the initial phase of the Life Cycle, comprising Service Strategy and Service Design.
Unit 5
This unit is closely linked to the previous one. During its course, you will be able to understand the most important processes of Service Design and Service Transition.
We will show you the basic concepts, objectives, and other important aspects for Service Management.
Unit 6
In this unit, you will learn about the roles and responsibilities within a Service by those involved during the Life Cycle.
Of particular importance will be the definition of 'Process Owner' and the RACI model.
Unit 7
This unit focuses specifically on Service Operation. In it, you will learn about aspects related to deliveries, events, problems, incidents, and various aspects affecting Service Operation, also with attention to the previous processes of Service Transition.
Unit 8
During this unit, you will learn about some of the most important processes in Service Operation. Additionally, the function of the User Service Center and some necessary roles in SO will be reviewed.
Unit 9
Throughout this unit, we will review the most important functions in Continuous Service Improvement, to achieve a Service of the highest quality, and consequently, an excellent Return on Investment.
Unit 10
In this unit, we will provide you with information about the ITIL® qualifications process. Additionally, we will help you review and prepare if your choice is to get certified in ITIL® Foundation.
ITIL® Foundation V4 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.
- Staged Model.
- The relationship between Provider and Client.
- Maturity Model: ISO/IEC 20000 Standard.
1.6. Who does IT Service Management affect?
- Who does IT Service Management affect?
1.7. Best practices.
- Best 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 Life Cycle.
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 “Ps” of Service Strategy.
- (SS) Practice yourself.
2.3. Service Design (SD).
- (SD) Service Design. Objective
- (SD) Design Elements.
- (SD) Practice yourself.
2.4. Service Transition (ST).
- (ST) Service Transition.
- (ST) Service Transition. Objective.
- (ST) Practice yourself.
2.5. Service Operation (SO):
- (SO) Service Operation.
- (SO) The SO processes. Objective.
- (SO) Scope of Service Operation.
- (SO) Functions and Roles.
- (SO) Practice yourself.
2.6. Continual Service Improvement (CSI).
- (CSI) Continual 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. Value Creation through Services.
- Service Life Cycle.
- Value of a service: Utility and Warranty.
- Service assets: Resources and Capabilities.
3.3. The four “Ps” of ITIL®.
- The four “Ps” of ITIL®.
- Process.
- People.
- Products.
- Partners.
- Practice yourself.
3.4. Service Catalog Design.
- Service Catalog Design. The Processes.
- Service Design.
- Architecture Design.
- Metrics and Value.
3.5. Service Management Tools (MoSCoW).
- Service Management Tools (MoSCoW).
- MoSCoW.
3.6. Continual Service Improvement (CSI) Model.
- Continual 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, SD Processes. Catalog Availability.
4.1. Introduction: The Processes.
- Introduction: The processes.
- Diagram: SS and SD 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. SD. Service Level Management (SLM).
- Service Level Management (SLM): SLA and OLA.
- Service Level Management Process.
- BRMs and SLAM charts.
- Practice yourself.
4.6. SD. Service Catalog Management (SCM).
- Portfolio Vs Catalog.
- Catalog Characteristics.
- Practice yourself.
4.7. SD. Capacity Management.
- Capacity Management.
- The Capacity Plan.
- Capacity Management Processes.
4.8. SD. Availability Management.
- Service Availability.
- 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. SD, ST Processes. Service Configuration and Continuity.
5.1. Introduction.
- Introduction.
- Diagram: SD and ST Processes.
5.2. SD. Information Security Management (ISMS).
- ISMS Characteristics.
- ISMS Activities and Policies.
- ISMS Metrics.
- Practice yourself.
5.3. SD. Supplier Management.
- The Supplier and Contract Database (SCD).
- Characteristics of the contract with suppliers.
5.4. SD. IT Service Continuity Management (ITSCM).
- ITSCM Functions.
- Incident Management.
- Service Continuity Life Cycle.
- ITSM: Requirements and Strategies.
- Summary of IT Service Continuity Management (ITSCM).
5.5. ST. Change Management.
- Change Management.
- Change Management Activities.
- Change Advisory Board (CAB).
- Types of Change Requests.
- Change Life Cycle.
- Evaluation and Planning.
5.6. ST. Service Asset and Configuration Management (SACM).
- The Configuration Management System (CMS).
- Configuration Item (CI).
- SACM Life Cycle.
- SACM: Attributes.
- SACM: Relationships
- Review of Attributes.
- Summary of Service Management Processes.
Unit 6. Roles and responsibilities.
6.1. Introduction.
- Introduction.
6.2. Process Owner.
- Process Owner.
- Role Organization.
- Roles and Responsibilities.
6.3. RACI Model.
- The RACI model.
- Phases of a RACI model.
6.4. Service Owner.
- Service Owner.
- Manager Capabilities.
6.5. Main Roles.
- Main Roles.
- Service Manager Tasks.
6.6. Communication.
- The importance of communication.
- Forms of communication.
- Practice yourself.
Unit 7. ST, SO Processes. Service Transition and Operation.
7.1. Introduction.
- Introduction.
- Diagram: ST and SO Processes.
7.2. ST. Knowledge Management. (DIKW and SKMS).
- Knowledge Management Objectives.
- SKMS. Service Knowledge Management System.
- DIKW. The Knowledge Management Model.
- Practice yourself.
7.3. ST. Release and Deployment Management.
- Delivery unit and delivery package.
- Release and Deployment Management.
- Development phases of a Release Package.
- Planning: The V-model.
- Practice yourself.
7.4. SO. Request Fulfillment.
- Request Fulfillment.
- Request planning.
- Practice yourself.
7.5. SO. Access Management.
- Access Management.
- Common elements.
- Access Request.
7.6. SO. Event Management.
- Event Management.
- Event Management Process.
- Practice yourself.
7.7. SO. Incident Management.
- Incident Management.
- Incident Handling.
- Incident Attributes.
7.8. SO. Problem Management.
- Problem Management.
- KEDB, known errors, and solutions.
- Process for problem identification and resolution.
- Practice yourself.
Unit 8. IT Monitoring and Operation.
8.1. Introduction.
- Introduction.
8.2. User Service Center.
- The function of the User Service Center.
- User Service Center Structure.
- User Service Center Characteristics.
8.3. Technical Management.
- The function of Technical Management
- Technical Management Organization.
- Practice yourself.
8.4. Application Management.
- The function of Application Management.
- Software Life Cycle (SLC).
- Phases of the Software Life Cycle (SLC).
- Practice yourself.
8.5. Operations Management.
- The function 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. Continual Service Improvement.
9.1. Introduction.
- Introduction.
9.2. Continual Service Improvement (Deming).
- The Service Improvement Plan (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 it yourself.
Unit 10. 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 acknowledgements.
- Final acknowledgements.
Final evaluation
Quality Questionnaire
Prerequisites
No technical prerequisites are necessary to take this course. However, basic computer knowledge 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 in telepresence mode, please contact us: Email: info@nanforiberica.com, Phone: +34 91 031 66 78, WhatsApp: +34 685 60 05 91
