Course Description

Objectives

All our courses have a strong practical component. The theoretical part is constantly complemented by simulations on real IT problems.

The skills acquired, when applied to one's own work context can contribute to:

• Improve the quality of IT services offered
• Reduce IT operating costs
• Apply the basic concepts of organizational models
• Acquire the terminology
• The structure of the organizational model
• Offer more reliable support
• Improve customer satisfaction
• Achieve greater flexibility
• Define more clearly the opportunities IT offers to increase business

At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.

This course leads to the ITIL 4 Foundation certification exam session, the passing of which provides an entry-level professional qualification in IT Service Management and allows you to continue on to more advanced courses (ITIL Managing Professional, ITIL Strategic Leader).

Who it is addressed to

• IT managers, IT staff and process owners; Quality manager and staff;
• Account managers and business structure involved in preparing technical reports in response to customer requests/tenders;
• Infrastructure managers, application managers, project managers, and business managers directly involved in IT activities.
• All people in the IT organization who is looking to improve processes/procedures and who wish to acquire a basic level of knowledge of the ITIL-based organizational model.

Contents of the ITIL Foundation course

• Introduction to the ITIL 4 Foundation course
• Framework terminology and structure
• Introduction to Service Management
• The main concepts
• The principles behind service management
• The four dimensions of service management
• The approach and guidelines: Service Value System
• Service Value Chain
• Overview of key practices
  
  • Insight into 7 practices
  • Continual Improvement
  • Change Enablement
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management

Trainer

BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in IT Service Management, they are professionals with many years of experience in ITIL best practice adoption projects in medium and large IT Directorates, able to transfer a software vendor-independent and totally business-oriented implementation approach.

This ITIL® course is offered by BITIL.COM ATO of AXELOS Limited.

Registered Trademarks. ITIL® is a registered trademark of AXELOS Limited, the use of which is permitted only with the permission of AXELOS Limited. All rights reserved.