Delivered by SDI Associate John Noctor.
About John:

• 30 years experience in the ITSM industry
• ITIL Expert
• Best Practice Consultant
• Service Desk Certification Auditor
• Accredited with Q4IT as a Certified IT Quality Professional and Certified IT Quality Expert.

What is it?         

This is a two day course giving an introduction to the ITIL4 Framework, its core concepts, structure and guidance.

Who will benefit?          

This course is aimed at all levels of IT service professionals and users involved in the provision or receipt of IT Services in any organisation.

What does the course cover?

• Introduction to ITIL 4
• Understanding of the fundamentals of ITIL4
• Understanding of the key ITIL4 concepts and terminology
• Understanding of the Service Value System
• Understanding of the Service Value Chain and Service Value Streams
• Understanding of the Guiding Principles
• Understanding of the 4 dimensions of ITIL4
• Understanding of the ITIL Management Practices
• Key Concepts of Service Management
• The 7 Key ITIL Practices
• Key Terms of 15 ITIL Practices

How is it delivered?      

The day runs from 09:00 – 16:30 with 2 x 15 minute refreshment breaks and 1 x 45 minute lunch break. Lessons consist of presentation slides, planning resources, planning and analytical exercises and group discussions.

Course Outline

The ITIL4 Foundation Certificate course provides comprehensive first-level training for anyone involved in provision, support, or delivery of IT-enabled services in a modern digital organisation.

The ITIL4 Foundation course teaches the fundamentals of the very latest version of the most widely adopted guidance on IT service management (ITSM) in the world.

ITIL4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organisation work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.

The course is comprised of interactive learning sessions, exercises which reinforce the knowledge gained and practice exam questions. In preparation for taking the certificate exam.

At the end of this two-day course, attendees will have an understanding of the following:

• Key concepts in the ITIL4 framework that build upon Lean, Agile, DevOps, and other practices, and how these enable business value to be co-created
• The seven guiding principles of ITIL4
• ITIL service value system
• The four dimensions of service management
• The ITIL practices, with a focus on 18 of these, of which 7 will be covered in detail

Pricing includes the exam fee – candidates can sit the exam remotely up to 12 months after the date of the course.
This course can also be tailored for in-house delivery, contact us to find out more about our bespoke in-house programmes.


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