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ITDG001_A – ITIL® 4 Foundation (3 Days)

Description

ITDG001_A – ITIL® 4 Foundation (3 Days)

Overview

IT Service Management (ITSM) plays a critical role in the success of today’s leading organizations, and ITIL® is the most widely adopted framework for managing IT services globally. To remain competitive and effective, IT professionals must continuously update their knowledge in line with the latest ITIL® practices. 

ITIL® (Information Technology Infrastructure Library) provides a comprehensive set of best practices designed to help organizations manage, deliver, and continually improve IT services aligned with business needs. 

The ITIL® 4 Foundation Certification program equips participants with a solid understanding of the latest ITIL® framework. ITIL® 4 introduces an end-to-end operating model that supports the creation, delivery, and continuous improvement of IT-enabled products and services in today’s digital environment. This program prepares participants with the knowledge required to support digital transformation initiatives while delivering value-driven IT services. 

  • 98% positive reviews (63)
  • 891 students

This program can be tailored to your specific business needs.

A little bit of personalization goes a long way. Ask us for a no-obligation Training Needs Analysis (TNA) so we can tailor this, or any other CSG program to meet your learning outcomes.

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Objectives

By the end of this program, participants will be able to: 

  • Align IT services more effectively with business objectives 
  • Support and drive business initiatives in the digital transformation era 
  • Improve the quality and consistency of IT products and services 
  • Optimize resource utilization to reduce operational costs 
  • Enhance customer satisfaction through value-driven service delivery 
  • Strengthen collaboration across teams and stakeholders 
  • Identify, assess, and manage risks and challenges in IT service management 

3 Days

  • IT Professionals
  • IT Service Managers
  • System Administrators
  • IT Support and Operations Personnel
  • Professionals involved in IT Service Delivery
  • Individuals pursuing ITIL® 4 Foundation Certification

Modules:

Module 1: Key Concepts of Service Management
  • Understanding value and value co-creation
  • Products and services
  • Service relationships
  • Applying service management concepts to ITSM challenges
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • Governance
  • Service value chain
  • ITIL® practices
  • Continual improvement
  • Plan
  • Improve
  • Engage
  • Design and transition
  • Obtain/build
  • Deliver and support
  • Overview of all 18 ITIL® 4 practices
  • Understanding the role of practices within the Service Value System
  • Continual Improvement
  • Change Control
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management

Program Methodology

  • Hands-on Activities: Practical exercises to reinforce theoretical concepts.
  • Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
  • Role Plays: Simulations of realistic situations to build practical skills.
  • Feedback Sessions: Reviews and reflections to encourage improvement.
  • Problem-solving Exercises: Develop critical thinking and decision-making skills.
  • Experiential Learning: Learning by doing, promoting active involvement.
  • Interactive Lectures: Engaging presentations by experts in the field.
  • Case Studies: Real-world scenarios for learners to apply their knowledge.
  • Quizzes & Tests: Regular assessments to track learning progress.

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