The Official ITIL Foundation Course provides a detailed description of best practices and service management as a key to IT governance.
By aligning them to the business objectives and relying on ITIL® processes, you will obtain reliable indicators and controls. In this way, ITIL® processes will give you process maturity, greater productivity and higher quality IT services.
Aimed at
- ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization adopt the new service management culture. It is for professionals at the beginning of their ITIL 4 journey or individuals looking to update their existing ITIL knowledge.
Duration
20 hours
Modalities
- On-site
- Virtual live through digital platforms
- On site
Includes
- 20 hours of training
- Certified instructors
- Participant's Manual
- Certification exam 1 opportunity
- Proof of participation
Agenda
- Definitions
- Key concepts about creating Value with Services
- Key Service Relationship Concepts
- Nature, Use and Interaction
- Use of the Guiding Principles
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Processes and Value Flows
- Purpose
- Components
- The Interconnected Nature of the Service Value Chain and How It Supports Value Streams
- Inputs, Outputs and Purpose of Each Value Chain Activity
- Information Security Management
- Relationship Management
- Supplier Management
- Availability Management
- Capacity and Performance Management
- IT Asset Management
- Service Continuity Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
- Deployment Management
- Continuous Improvement
- Change Control
- Incident Management
- Problem Management
- Service Desk Service Request Management
- Service Level Management
