Class Code
Class Description
In advance of each session, Tech Training will provide you with a Zoom link to your class, along with any required class materials.
The ITIL 4 Foundation course is designed to provide participants with a comprehensive understanding of the ITIL framework and its role in modern IT Service Management (ITSM).
**Students will take the ITIL 4 Foundation certification exam in class on the last day.**
The ITIL 4 Foundation qualification course is designed to introduce students to the management of modern IT enabled services and the key concepts of service architecture. This course provides learners with an understanding of ITIL 4 including, common language and key concepts, the services lifecycle, how the lifecycle stages are linked, the processes involved, and the best practices for improving their work and the work of their organization.
Audience
ITIL Foundation certification is one of the most highly valued qualifications on the resume of any ITSM professional.
The ITIL 4 Foundation course is best suited for:
- IT Managers/IT Architects
- System Administrators and Analysts
- Operations Manager, Database Administrators
- Process Owners, Practitioners
- Service Delivery Professional, Quality Analyst
- CIOs, CTOs, IT Directors
Learning Outcomes
- During this course, you will have the opportunity to learn how to:
- Gain a mastery of Service Management including, generic concepts, key principles, and ITIL 4 process models, all of which are required for the ITIL Foundation exam
- Understand how ITIL principles can help an individual to understand and apply service management in their organization
- Understand how to use ITIL tools and techniques in order to improve efficiency and the customer experience
- Learn the purpose and key terms of 15 ITIL practices
Topic Outline
1. Introduction to Service Management and ITIL
a. IT Service Management in the Modern World
b. About ITIL 4
c. Structure & Benefits of the ITIL 4 Framework
- The ITIL SVS
- The Four Dimensions Model
2. Key Concepts of Service Management
a. Value/ Value Co-Creation
- Value Co-Creation
b. Organizations, Service Providers, Service Consumers, and Other Stakeholders
- Service Providers
- Service Consumers
- Other Stakeholders
c. Products & Services
- Configuring Resources for Value Creation
- Service Offerings
d. Service Relationships
- The Service Relationship Model
e. Value: Outcomes, Costs, and Risks
- Outcomes
- Costs
- Risks
- Utility and Warranty
3. The Four Dimensions of Service Management
a. Organizations & People
b. Information & Technology
c. Partners & Suppliers
d. Value Stream & Processes
- Value Streams for Service Management
- Processes
e. External Factors
4. ITIL Service Value System
a. Service Value System Overview
b. Opportunity, Demand, and Value
c. 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
- Principle Interaction
d. Governance
- Governing Bodies and Governance
- Governance in the SVS
e. Service Value Chain
- Plan
- Improve
- Engage
- Design and Transition
- Obtain/Build
- Deliver and Support
f. Continual Improvement
- Steps of the Continual Improvement Model and the Guiding Principles
5. ITIL Management Practices
a. General Management Practices
- Architecture Management
- Continual Improvement
- Information Security Management
- Knowledge Management
- Measurement and Reporting
- Organizational Change Management
- Portfolio Management
- Project Management
- Relationship Management
- Risk Management
- Service Finance Management
- Strategy Management
- Supplier Management
- Workforce and Talent Management
b. Service Management Practices
- Availability Management
- Business Analysis
- Capacity and Performance Management
- Change Control
- Incident Management
- IT Asset Management
- Monitoring and Event Management
- Problem Management
- Release Management
- Service Catalogue Management
- Service Configuration Management
- Service Continuity Management
- Service Design
- Service Desk
- Service Level Management
- Service Request Management
- Service Validation and Testing
c. Technical Management Practices
- Deployment Management
- Infrastructure and Platform Management
- Software Development and Management
University IT Technology Training classes are only available to Stanford University staff, faculty, students and Stanford Hospitals & Clinics employees. A valid SUNet ID is needed in order to enroll in a class.
