The purpose of the ITIL 4 course
On this fundamental course you will get a detailed introduction to ITIL with special emphasis on structure, basic concepts and terminology.

The course introduces the participants to the management of modern IT-enabled services. You will learn the language of IT service management and the key concepts that will allow you to improve your work and the work of your organization using the ITIL 4 guidance. Participants will gain an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies. The course is completed with the new ITIL® 4 Foundation certification.

Course content 
ITIL 4 is a comprehensive development of ITIL based on version 3, providing a much more practical and flexible basis for the digital transformation of any organization. ITIL 4 contributes with an operational and end-to-end digital model for the delivery and operation of products and IT services. ITIL 4 enables the IT department to play a bigger and more crucial role in the business strategy. In addition, ITIL 4 also provides an overall end-to-end perspective that integrates both DevOps, Lean IT and agile development. 

As in the previous versions, the new ITIL 4 Foundation provides the participants with the fundamental understanding for working with IT service management. This includes the understanding of ITIL® 4’s IT service management framework, terminology and concepts. 

After certification you will have 1 month of free access to MyAxelos. Here you will have access to ITIL Practice Guides, practical examples and real life company cases.

 

The course is held in English with English course material. 

• The service management key concepts
• How your organization creates value by managing results, costs and risks
• The importance of service relations
• ITIL 4 key concepts
• The four dimensions of ITSM
• The Service value system
• The service value chain
• The guiding principles – philosophy and application

• Introduction to ITIL 4 practices
• Definition of key terms in 7 ITIL practices
• The purpose of 15 of the 34 ITIL practices
• Further details regarding:
  • The service desk
  • Incident management
  • Problem management
  • Service level management
  • Service request management
  • Change control
  • Continual Improvement

This course is for everyone delivering or managing digital services.

The course is relevant for e.g.:

• IT professionals
• IT managers
• Process owners and -managers
• Project managers
• Enterprise architects
• Service- and customer responsibles
• Service management consultants
• Anyone involved in operation or management of the organization’s service processes