ITIL® 4 Foundation
Description
GENERAL OBJECTIVES
Allow participants to understand how to adapt and adopt the best practices for the management of IT services described in ITIL® in their organization.
SPECIFIC OBJECTIVES
- Understand the key concepts of ITIL® for service management;
- Understand how ITIL® guiding principles can help an organization adapt and adopt ITIL® recommendations for service management;
- Understand the four dimensions of service management according to ITIL®;
- Understand the purpose and components of the service value system (SVS), the activities of the service value chain (SVC) and how they are interconnected.
- Understand the key concepts of continuous improvement;
- Know the practices of ITIL® and how they contribute to the activities of the value chain;
- Know the main characteristics of the ITIL® reference framework in version 3, 2011 edition, and understand the evolution to the current version, ITIL® 4;
- Prepare participants to successfully apply for the ITIL® Foundation Certificate in IT Service Management exam.
REQUIREMENTS
No specific requirements.
WHO SHOULD ATTEND?
- This course is aimed at managers and information systems managers, as well as all those who are responsible for guiding technical teams in the provision and management of IT services;
- It is also of interest to all those who, in their professional environment, are involved in the strategy, design, implementation and availability of the IT services provided in the organization, and require knowledge of the best practices in service management;
- For all those who wish to deepen their knowledge in the recommendations of the ITIL® framework and achieve higher levels of certification, this course is preparation to successfully achieve the Foundation Certificate in IT Service Management, which is a prerequisite for the other levels of certification.
LENGTH
15 hours
SCHEDULE
Work hours / After work
LANGUAGES
Portuguese
All materials are in english
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. Project Management Institute. Inc.
The ITIL®4 Foundation course is offered by Qualius. Qualius is an ATO of Peoplecert and is a Certified Partner of Axelos.
Curriculum
The course program includes covering the most recent syllabus for the ITIL® Foundation Certificate (ITIL®4) access exam.
- Introduction
- Service management: key concepts
- Guiding principles
- The four dimensions of service management
- Service value system
- Continuous improvement
- ITIL® practices
- Purpose of ITIL® practices
- Training exercises
- Training exam
