ITIL4 Foundation

Our ITIL® 4 Foundation level training course will cover the following topics:

1. To be able to understand the key concepts of IT service management (ITSM).

1.1 Recall and understand the ITIL® 4 definitions of:

• Service (a means of delivering value to customers by facilitating desired outcomes without ownership of specific costs and risks)
• Utility (the functionality or capability provided by a service that meets the needs of customers and supports their desired outcomes)
• Warranty (the assurance that a service will perform as agreed, providing customers with confidence in its reliability and meeting specified quality standards)
• Customer (the recipient of a service. They define the requirements and determine the value of the service delivered)
• User (an individual who utilises IT services to perform their tasks, typically interacting directly with the service and its components)
• Service management (set of activities, processes, and capabilities used to deliver value through services, focusing on meeting customer needs and achieving business outcomes effectively)
• Sponsor (an individual or group responsible for providing financial or organisational support for a service or project)

1.2 Describe the key concepts of creating value with:

• Cost
• Value
• organisation
• Outcome
• Output
• Risk
• Utility
• Warranty

1.3 Describe the key concepts of service relationships:

• Service offering - the creation, management, and delivery of services that meet customer needs, align with business objectives, and drive value.
• Service relationship management - establishing and nurturing positive relationships with customers, stakeholders, and service providers to ensure successful service delivery and customer satisfaction.
• Service provision - processes, resources, and activities involved in delivering and supporting services to meet customer needs and expectations effectively.
• Service consumption - the utilisation of services by customers to meet their specific needs and achieve desired outcomes effectively and efficiently.

2. Understand how the ITIL® 4 7 guiding principles can help an organisation adopt and adapt service management

2.1 Describe the attributes, adoption and interaction of the ITIL 7 guiding principles

2.2 Explain the use of the 7 guiding principles

• Focus on value (delivering value to your customers and stakeholders)
• Start where you are (build upon your existing capabilities, resources, and processes)
• Progress iteratively with feedback (continuously learning and adapting based on feedback and experiences)
• Collaborate and promote visibility (promoting visibility across your organisation to enable better decision-making and problem-solving)
• Think and work holistically (understand the end-to-end nature of services, the dependencies between processes, and the impact of decisions on your entire IT ecosystem)
• Keep it simple and practical (Simplicity and practicality should be prioritised when designing and implementing ITSM practices)
• Optimise and automate (optimisation and automation to improve the overall efficiency and effectiveness of ITSM practices)

3. Understand the four dimensions of IT service management

3.1 Describe the four dimensions of IT service management:

• Organisations and people - Focus on culture, roles, skills, and teamwork to enable effective service management practices.
• Information and technology - Utilise technology and information to deliver services and enable business outcomes.
• Partners and suppliers - Collaborate with external partners and suppliers to optimise service delivery and meet customer needs.
• Value streams and processes - Define and manage end-to-end value streams and processes to create, deliver, and support services efficiently.

4. Understand the purpose and components of the ITIL® 4 service value system (SVS)

4.1 Describe the ITIL® 4 service value system

5. Understand the activities of the service value chain (SVC), and how they interconnect

5.1 Describe the interconnected nature of the service value chain and how this supports value streams

5.2 Describe the inputs, outputs, and purpose of each value chain activity:

• Plan - Strategise and prioritise service offerings, assess risks, and define objectives to meet customer and business needs.
• Improve - Continuously identify areas for improvement, initiate change, and optimise services, processes, and practices.
• Engage - Understand and engage with customers, stakeholders, and partners to ensure effective communication and collaboration.
• Design & transition - Design and develop services, test and deploy changes, and ensure smooth transition to production environments.
• Obtain/build - Source, build, and manage resources required for service delivery, including infrastructure, technology, and capabilities.
• Deliver & support - Provide and manage services, handle incidents, fulfil requests, and maintain service levels and customer satisfaction.

6. Know the purpose and key terms of 15 ITIL® 4 practices

6.1 Recall the purpose of the following ITIL® 4 practices:

• Information security management
• Relationship management
• Supplier management
• IT asset management
• Monitoring and event management
• Release management
• Service configuration management
• Deployment management
• Continual improvement
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management

6.2 Recall definitions of the following ITIL® 4 terms:

• Availability - the ability of a service or component to be accessible and functioning when needed by users.
• IT asset - any resource or component used to deliver IT services, including hardware, software, and documentation.
• Event - any detectable occurrence or change in state that has significance for the management of IT services and infrastructure.
• Configuration item (CI) - represents a component or resource that needs to be managed, tracked, and controlled to deliver IT services effectively.
• Change - the process of introducing modifications to IT services, systems, or infrastructure in a controlled and coordinated manner.
• Incident - any unplanned interruption, reduction in quality, or failure of an IT service that impacts user experience.
• Problem - underlying cause of one or more incidents and focuses on preventing their recurrence. It involves root cause analysis and proactive resolution.
• Known error - a problem that has been diagnosed and has a documented solution or workaround available to resolve it.

7. Understand 7 ITIL® 4 practices

7.1 Explain the following ITIL® 4 practices in detail, including how they apply within the service value chain:

• Continual improvement, including the continual improvement model
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management