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IT Management
IT Service Management Foundations
How IT is run as a service, on the ITIL 4 Foundation topics
A short classroom course in how organisations run IT as a service. It covers the topics of the ITIL 4 Foundation exam: service management concepts and value, the service value system and service value chain, the four dimensions of service management, the seven guiding principles, the ITIL practices, and continual improvement. The exam itself is 40 multiple-choice questions in 60 minutes with a 65% pass mark, and is booked separately through PeopleCert.
8Modules
BeginnerLevel
6 weeksDuration
COURSE THUMBNAIL
What you will be able to do
Explain what a service is and how it creates value
Describe the service value system and the service value chain
Apply the seven guiding principles to a real situation
Describe how incidents, problems and changes are handled
Explain service level agreements and how performance is measured
Course outline
01
Service management concepts: services, value and stakeholders
02
The four dimensions of service management
03
The service value system
04
The seven guiding principles
05
The service value chain
06
ITIL practices: incidents, problems, changes and the service desk
07
Service level management and measuring performance
08
Continual improvement; review and practice questions
Tools you will use
Service desk softwareCase studies
What you need
General computer skills
Some experience working in or with an IT team helps