ITIL® 4 Foundation (anglų kalba)

Basic training in IT Infrastructure Library – good IT service management practices. The training participants will receive a basic but complete dose of knowledge about the concept of service organization in accordance with the latest version of good practices – ITIL 4. The training prepares you for the ITIL 4 Foundation certification.

Training enables you to familiarize with a new approach to managing IT services and key components such as: Service Value System (SVS) and the Four Dimensions Model model. The new ITIL 4 approach also includes new ways of working, such as Lean, Agile and DevOps.

Lecturer

Šarūnas Končius – ITIL and Microsoft technology expert with more than 15 years of teaching and consulting experience. He is not only a lecturer with a great knowledge of technology, but also a wonderful eloquence, so you can often see him giving presentations at various conferences. Šarūnas is an excellent lecturer who is able to explain complex issues in a simple way, using practical examples.

Some of the many excellent reviews about Šarūnas:

„Very competent and good at conveying theoretical material with real-life examples.”

Andrius R.

„I have nothing to add, the learning material is well presented. The knowledge will definitely be useful in the working environment.”

Daumantas K.

Target audience

The ITIL 4 Foundation certified course is addressed to all people involved in the provision of IT services. Also for anyone who wants to deepen or update their knowledge in IT service management and business value delivery.

Requirements for participants

None, but knowledge of IT services would be useful.

Goals

The aim is to familiarize the participants with the concept of managing IT services in a modern digital world, in particular:

• learning the basic concepts of service management;
• familiarize with Guiding Principles / Principles of ITIL and understanding how they help the organization to adopt and apply best practices in service management;
• familiarization with the Four Dimensions of Service Management model (Four Dimensions model);
• familiarization with the System value system, its purpose and components;
• familiarizing with the Service Value chain activities and understanding how they support the service value system;
• familiarization with selected ITIL practices;
• the aim of the training is also to prepare for the certification exam: ITIL 4 at the basic level (Foundation).

Remarks

ITIL Foundation Exam is held remotely. Note that ITIL training can be provided just by accredited training suppliers.

Module 2: Service Management: Key Concepts

• Value
• Service
• Creating value with services
• Exercise: Multiple-Choice Questions

Module 3:The Four Dimensions of Service  Management

• The Four Dimensions
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• Exercise: Multiple-Choice Questions

Module 4: Service Value System

• Service Value System
• ITIL Service Value System | Components
• Exercise: Multiple-Choice Questions

Module 5: Guiding principles

• Principle Interaction
• Exercise: Multiple-Choice Questions

Module 6: Service Value Chain

• The activities of the service value chain
• Engage
• Plan
• Improve
• Design & Transition
• Obtain/Build
• Deliver & Support
• Value Stream: new software development
• Value Stream: an incident
• Exercise: Multiple-Choice Questions

Module 7: The ITIL Practices

• ITIL Management Practices
• Understand 15 ITIL practices:
• Relationship Management
• Supplier Management
• Service Level Management | SLA
• Information Security Management
• IT Asset Management
• Service Configuration Management
• Change Enablement | Types of Change
• Release Management
• Deployment Management
• Monitoring and Event Management
• Incident Management
• Problem Management | Problem Control
• Service Request Management
• Service Desk
• Continual Improvement
• Exercise: Multiple-Choice Questions

Mock Exam
ITIL4 Foundation exam