ITIL® 4 Foundation Bridge (HU0C7S)

This course covers the best practice framework of ITIL 4 at a foundational level, bridging the gap between ITIL 2011 and ITIL 4.  Students will learn about the service value system (SVS), the four dimensions of service management, the service value chain, the seven guiding principles, and service management practices. ITIL 4 is a non-prescriptive, industry best practice providing a vendor-neutral, technology-agnostic framework to address service management challenges by reshaping much of the established ITSM practices in the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, including Lean, Agile and DevOps.
 
Audience
  • Business managers, business process owners or any business person interfacing with IT organizations
  • IT professionals who already have a good understanding of ITIL 2011 and want to advance their knowledge of the new service management concepts in ITIL 4
  • Other individuals working in parts of the IT organization, including:
- IT staff supporting large, complex and hybrid data centers, interested in improving speed, quality and cost of IT services
- IT vendors, suppliers and partners
- IT managers and IT executives
- Individuals working in other parts of IT (digital,  product, development, security)
 
Prerequisites
  • Attendees should have a good knowledge of ITIL 2011 at Foundation level or above. This knowledge is assumed, and the content which overlaps ITIL 2011 and ITIL 4 will not be covered in this course.
  • Additional study time outside of the classroom will be required to prepare for the certification exam.
 
Course objectives
Upon successful completion of this course, candidates will be able to:
  • Explain the four dimensions of service management and how the four dimensions are used to underpin a balanced focus in value creation
  • Describe the service value system (SVS) and how the SVS ensures value is cocreated with the business
  • Understand and implement the ITIL service value chain
  • Gain the knowledge necessary to prepare and take the ITIL 4 Foundation certificate
Details anzeigen
 
Detailed Course Outline
Key Concepts and Definitions of Service Management
  • Value and value co-creation
  • Organizations, service providers, service consumers and other stakeholders
  • Products and services
  • Service relationships
 
The Four Dimensions of Service Management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
 
The ITIL Service Value System
  • ITIL guiding principles
  • Governance
  • Service value chain
  • ITIL management practices
  • Continual improvement
 
Service Value Chain
  • Plan
  • Engage
  • Design and transition
  • Obtain/build
  • Deliver and support
  • Improve
 
Exam preparation and exam review