ITIL® Foundation

This ITIL 4 training is a 3-day, instructor-led, entry-level course for teams who need an insight into the key elements, concepts and terminology used in the ITIL framework.

Attendees also grasp the linkages between stages, processes and functions used and their contribution to modern IT service management (ITSM) practices.

The topics covered are:

1) Introduction

• The role of IT Service Management as a key strategic capability within organisations hoping to stay relevant in the face of rapid advancements in technology
• The structure and purpose of the new framework, ITIL® 4, which provide guidance around two key components: Service Value System and the Four Dimensions Model
• An outline of the Service Value Chain, ITIL® Practices and Principles, and the elements of the Four Dimensions Model

2) Key Concepts of Service Management

• The nature and values of Service Management, including the new focus of ITIL® 4 on stakeholder value, detailing the relationship between Organisations, Service Providers, Service Consumers, and other stakeholders
• The management of Products and Services that organisations offer and how these are supplied with resources, in order to improve and focus Service Offerings to target consumer groups
• The areas to consider when evaluating the value of service relationships with consumers, based on how they are affected by the outcomes, costs, and risks involved

3) The Four Dimensions of Service Management

• An introduction to one of the central focuses of ITIL® 4, the Four Dimensions Model, and how its elements must collaborate to provide different perspectives to the Service Value Chain
• Detailed outlines of the four dimensions: Organisations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. This includes the role they play in IT Service Management, their main principles and examples in relation to the ITIL® framework, and factors to consider within organisations

4) The ITIL® Service Value System

• An introduction to the second central focus of ITIL® 4, Service Value System, including its purpose and relevant inputs and outputs
• The relationship between the five components of the SVS model and how they interact to provide a clear framework that ensures the effective functioning of Service Management
• A description of ‘silos’ and how the SVS is best used to discourage them and manage change more effectively

5) The ITIL® Guiding Principles

• The seven core principles that determine how ITIL® operates
• An explanation of how organisations must follow these principles when choosing to adopt a new ITSM framework, fully understanding the message and value, and communicating this with their stakeholders

6) The Service Value Chain

• An operating model for service creation, delivery, and continual improvement
• The six activities that form the Service Value Chain are intended to help the creation of products and services focused on value

7) General Management Practices

• Management practices are organisational resources designed to accomplish specific objectives
• An overview of the four categories of organisational resources
• Effective use of management practices will ensure businesses can put their service on the market quickly and efficiently

8) Service Management Principles

• An overview of the various Service Management Practices designed to improve the implementation of ITIL® 4
• Detailed outlines of Availability Management, Business Analysis, Change Control, and Release Management
• The stages of Service Level Management, including defining, recording, and managing service levels

9) Technical Management Principles

• Deployment Management is a key type of Technical Management and is designed to transfer new or changed software, hardware, processes, and documentation
• Infrastructure and Platform Management enables the further monitoring of technology solutions
• Software Development and Management ensures that applications meet internal and external stakeholder needs

This ITIL certification is open to anyone who has an interest in the subject. It is primarily aimed towards attendees who:

• Require a basic understanding of the ITIL Framework.
• Need an understanding of how ITIL can be used to enhance the quality of ITSM within a team.
• Work within a team that has adopted and adapted ITIL and need to be informed about, or contribute to, an ongoing service improvement program.

Each attendee is provided with hard copies of SMME's ITIL Foundation student manual consisting of presentation slides, corresponding notes and 80 sample exam questions.