ITIL® 4 Foundation

The fundamental course for IT professionals - Update yourself with the latest knowledge on the world’s most acknowledged service management guidance!

The course is taught in English and is only available as an in-house course

About the course

The purpose of the ITIL 4 course

On this fundamental course you will get a detailed introduction to ITIL with special emphasis on structure, basic concepts and terminology.

The course introduces the participants to the management of modern IT-enabled services. You will learn the language of IT service management and the key concepts that will allow you to improve your work and the work of your organization using the ITIL 4 guidance. Participants will gain an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies. The course is completed with the new ITIL® 4 Foundation certification.

Course content and the new content compared to ITIL version 3

ITIL 4 is a comprehensive development of ITIL based on version 3, providing a much more practical and flexible basis for the digital transformation of any organization. ITIL 4 contributes with an operational and end-to-end digital model for the delivery and operation of products and IT services. ITIL 4 enables the IT department to play a bigger and more crucial role in the business strategy. In addition, ITIL 4 also provides an overall end-to-end perspective that integrates both DevOps, Lean IT and agile development.

As in the previous versions, the new ITIL 4 Foundation provides the participants with the fundamental understanding for working with IT service management. This includes the understanding of ITIL® 4’s IT service management framework, terminology and concepts.
If you choose to be certified, you will have access to My ITIL. Here you will have access to practical examples, guides and company cases that you can use for a whole year after your course.

Agenda

Day 1

The service management key concepts
How your organization creates value by managing results, costs and risks
The importance of service relations
ITIL 4 key concepts
The four dimensions of ITSM
The Service value system
The service value chain
The guiding principles – philosophy and application

Day 2

Introduction to ITIL 4 practices
Definition of key terms in 7 ITIL practices
The purpose of 15 of the 34 ITIL practices
Further details regarding:
- The service desk
- Incident management
- Problem management
- Service level management
- Service request management
- Change control
- Continual Improvement

Target audience and prerequisites

This course is targeted everyone working with management of digital services.

The course is relevant for e.g.:

Any IT professional performing or managing the organization’s service processes
IT managers
Process owners and -managers
Project managers
Enterprise architects
Service- and customer responsibles
Service management consultants

There are no formal prerequisites to the course. However, we recommend a general understanding for everyday life in an IT organization. You must also be able to concentrate fully on the course and rehearse between the course days, as many participants perceive the course as very intensive.