ITIL 4 Foundation Training
About This Course
The ITIL 4 Foundation training course offers IT professionals a comprehensive introduction to the ITIL 4 framework and IT Service Management (ITSM) concepts, with a strong focus on delivering high-value service management. Participants will gain a solid understanding of essential service management concepts, including value co-creation, service relationships, and how to balance outcomes, costs, and risks effectively.
The course emphasizes the practical application of ITIL’s guiding principles, such as focusing on value, adopting a holistic approach, and optimizing processes through automation. These principles are critical for diagnosing and resolving technical challenges in complex network infrastructures.
Covering the four dimensions of service management—organizations and people, information and technology, partners and suppliers, and value streams and processes—the course provides a well-rounded perspective on managing IT services. It also includes an in-depth exploration of the ITIL Service Value System (SVS), equipping participants with the tools to plan, engage, support, and continuously improve IT services.
Participants will also delve into specific ITIL practices, such as continual improvement, incident management, problem management, and service request management. The course serves as excellent preparation for the ITIL 4 Foundation certification, offering practical insights into implementing ITIL problem management principles and developing user-focused action plans and support strategies.
What You'll Learn
LO1 - Diagnose technical problems and infrastructure using ITIL service value system
LO2 - Implement ITIL problem management procedures to resolve root causes of infrastructure-related incidents.
LO3 - Manage and troubleshoot technical issues using ITIL service value chain, ensuring timely resolution and advanced support within agreed timeframes.
LO4 - Develop action plans based on ITIL guiding principles and propose infrastructure upgrades in accordance to user needs and potential benefits.
LO5 - Test and organize information using ITIL practices to support infrastructure upgrades and administration
Topics Covered:
Topic 1: Introduction to Service Management and ITIL Service Value System
• Overview of ITIL Service Value System
• Overview of IT Service Management
• Key Concepts of Service Management
• Service Relationship Model
Topic 2: The Four Dimensions of Service Management
• Organizations and People
• Information and Technology
• Partners and Suppliers
Value Streams and Processes
Topic 3 Service Value Chain
• Overview ITIL Service Value chain
• Plan
• Improve
• Engage
• Design & transition
• Obtain or build
• Deliver and support
Topic 4: ITIL Guiding Principles
• 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
Topic 5: ITIL Practices
• Overview of 34 ITIL Practices
• Continual improvement
• Change enablement
• Incident management
• Problem management
• Service desk
• Service level management
• Service request management
Entry Requirements
Knowledge and Skills
• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience
Target age group: 21-65 years old