ITIL 4 Foundation

Duration: 3 Days

Training Fee: RM2,800.00

Exam Fee: RM1,200.00 (Optional)

HRDF Claimable

About this course

Target Group (By Designation)

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in continual service improvement.

Targeted Industry / Industries

All IT-centric businesses such as Computer Hardware Manufacturer, Software Development, BPO, Storage and Managed Services, and IT Professional Services Industry along with other major enterprises in retail, finance, pharmaceuticals, entertainment and manufacturing which has an in-house IT support staff.

Certification

ITIL® 4 Foundation Certificate in IT Service Management by AXELOS after passing the exam.

Course Objective

By completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Value Service Chain that incorporate the core of ITIL® version 4.

Course Outline

Course Objectives

Exam Overview

ITIL ® V3 vs ITIL® 4

  • What is the difference between ITIL ® V3 and ITIL ® 4?
  • What is ITIL ® 4 certification scheme?
  • What are the certification levels called?
  • I have taken ITIL Foundation, how should I transition to ITIL ® 4?

Introduction

  • What is ITIL® 4?

ITIL Service Value System

Service Management

a)Key Concepts of IT Service Management

  • The nature of value and value co-creation
  • Organizations, service providers, service consumers, and other stakeholders
  • Products and Services
  • Service relationships
  • Value: outcomes, costs, and risks
  • Dimensions of Service Management
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value streams and Processes

Service Value Sytem

  • Opportunities and Demand
  • Value
  • ITIL Guiding Principles
  • Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain and Build
  • Deliver and Support

Continual Improvement

  • Steps of the continual improvement model

ITIL Management Practices

a)General Management Practices

  • Architecture Management
  • Continual Improvement
  • Information Security Management
  • Knowledge Management
  • Measurement and Reporting
  • Organizational Change Management
  • Portfolio Management
  • Project Management
  • Relationship Management
  • Risk Management
  • Service Financial Management
  • Strategy Management
  • Supplier Management
  • Workforce and Talent Management

b)Service Management Practices

  • Availability Management
  • Business Analysis
  • Capacity and Performance Management
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service catalogue Management
  • Service Configuration Management
  • Service Continuity Management
  • Service Design
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Service Validation and Testing

c)Technical Management Practices

  • Deployment Management
  • Infrastructure and platform Management
  • Software development and Management

Acknowledgements

Training Methods

Public Class Training

Private Class Training

In-House Class Training

Public Class Schedule
23 - 25 Jan 2019
18 - 20 Feb 2019
25 - 27 Mar 2019
22 - 24 Apr 2019
27 – 29 May 2019
24 - 26 Jun 2019
22 - 24 Jul 2019
23 - 25 Aug 2019
23 - 27 Sep 2019
28 - 30 Oct 2019
25 - 27 Nov 2019
16 - 18 Dec 2019

Please contact us if you need more information about Private or In-House Class Training – click here

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