Course Description

Extensive research has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organizations realise value. Many organisations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.

ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.

ITIL4 provides a practical and flexible basis to support organizations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations tocompete within the complex modern landscape.

The ITIL Foundation certificate is awarded to candidates passing the examination. Participants will also earn 21 Project Management Institute (PMI) Professional Development Units upon course completion.

Learning Objectives

On completion of this course, the following learning outcomes will be achieved:

Understand key service management concepts
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Understand the four dimensions of service management
Understand the purpose and components of the ITIL service value system
Understand the activities of the service value chain, and how they interconnect
Know the purpose and key terms of selected ITIL practices with focus on key selected practices

Course Outline

Key Concepts of Service Management

Service Management

Service and relationship with Value, Outcome, Cost and Risks

•Service Consumers, Service Providers, Users, Customer

•Understanding Nature and Components of Value

•Value Co-Creation

•Understanding Service Relationships

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

ITIL Service Value System

•Four Dimensions of Service Management

•Components of the Service Value System including Value Chain, Governance and Practices

•Value Chain Activities within the Value System

ITIL Practices

•3 Categories of ITIL Practices

•Purpose and detailed look at selected Practices (including):

•Incident Management

•Problem Management

•Change Control

•Service Level Management

•Continual Improvement

•Service Request Management

•Service Desk

•Information Security Management

•Relationship Management

•Service Configuration Management

•Supplier Management

Who Should Attend

The target audience for this course and qualification are:

Individuals at the start of their journey in Service Management
ITSM Managers and aspiring ITSM Managers
Individuals working in other parts of IT (digital, product development) with strong interface with service delivery
Existing ITIL qualification holders wishing to update their knowledge

What is Included

AXELOS Accredited Instructor
Accredited Training Materials
ITIL4 Foundation Examination
Access to Online Learning System for Supplementary Materials
Lunch and Breaks

Course Duration

3 Days Instructor Led Classroom Training

Examination

40 Multiple Choice Questions
1 mark per correct answer
26 marks required to pass (out of 40 available) – 65%
One hour duration
Closed-book

2020 Schedules

17th Feb 9th Feb 2020
29th Jun to 1st Jul 2020
28th Sep to 30th Sep 2020
14th Dec to 16th Dec 2020

Enquiries

For Corporate Enquiries, please email enquiries@sapience-consulting.com

ITIL4 Foundation Training - Brunei (3 Days Instructor Led Classroom Training - 2020 Schedule)

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