ITIL 4® Foundation Certificate in IT Service Management

Service Management as a practice

• What is a service?
• What is a product?
• What is service management as a practice?
• What is a service relationship?
• The nature of value and value co-creation
• Value: outcomes, costs and risks
• Organizations, service providers, service consumers and other stakeholders

The Service Value System

Understanding the Service Value System and how it adopts other frameworks such as Agile, DevOps and Lean as well as traditional project management. This includes the relevant inputs and outputs. How the five components of the Service Value System interact and work together as a system to enable value creation. Acknowledging the vital role played by opportunity and demand within the system and how they influence value.

Key Concepts

Understanding the key concepts and terminology used within ITIL4® and the Service Value System

Key Principles

• The Four Dimensions of Service Management
  • Relevant to, and impact upon, all elements of the Service Value System
  • Influence desired outcomes of the organization
  • Ensure all dimensions are considered and non-neglected
  • Supports a holistic approach to service management
  • Collectively are critical to the effective and efficient facilitation of value in the form of products and services
• The Guiding Principles
  • Recommendations that guides an organization in all circumstances
  • A guiding principle is universal and never ending
  • Embodies the core messages of ITIL® and of service management in general
  • Supporting successful actions and good decisions
• Governance
  • The means by which an organization is directed and controlled
  • Accountable at the highest level for the performance and compliance of the organization for policies and external regulations
  • Evaluates, directs and monitors all the organizations activities, including those of service management
• The Service Value Chain
  • The central element of the Service Value System
  • An operating model which outlines the key activities required to respond to demand
  • Includes six value chain activities which lead to the creation and management of products and services
  • Uses service value streams to carry out a certain task or respond to a particular situation
• Practices
  • There are 34 practices
    • 14 general management
    • 17 service management
    • 3 technical management
  • A set of organizational resources designed for performing work or accomplish an objective
  • Some have been adopted and adapted for service management from general business management
  • Some have been developed in service management and ITSM industries
  • Some have been adopted from technology management

Continual Improvement

• Used to align and realign the organizations practices and services with changing business needs
• Encourages continual improvement across the organization
• Secures budget and time for continual improvement
• Assessing and prioritizing improvement opportunities
• Includes the continual improvement model

Roles

The roles and their associated responsibilities within service management.

Target Audience

• This course is aimed at all levels of IT Professionals, customers and users involved in the provision or receipt of IT Services in any organization
• Any individual working in an IT environment who requires an understanding of the ITIL® framework
• Any individual who needs a greater understanding of how an organization can adopt and adapt the framework to enhance the quality of IT services and products
• This course has been designed for any level within the organization
  • Technical or non technical
  • IT or from the business
  • Service Owners
  • Practice/Process Owners
  • Practice/Process Managers
• Any individual looking for a career in IT Service Management

Prerequisites

• Delegates should have a general awareness of IT and appreciation of their own business environment

Documentation

• Delegates are provided with:
  • Course material folder for classroom courses
  • PDF files of the course material for virtual courses
  • Both delivery mechanisms include:
    • 2 x sample exam papers and rationale
    • Comprehensive revision notes to help prepare for the exam

Delivery Method

• All courses are very Interactive and can be delivered in the traditional classroom style or virtually
• Virtual courses can be delivered at a time that suits your organization

Examination

• Award of this certificate is by formal PeopleCert examination taken at the end of the course and consisting of:
  • 1 hour 40 multiple choice questions
  • Pass mark of 65% (26/40)
• For classroom courses the lecturer will invigilate the exam and manage the process of updating the delegate of the results
• For virtual courses the lecturer will provide all the required information and support for this simple on-line process

Support

• In our aim to deliver the prefect customer service we ensure all delegates have continued support from the lecturer post course