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This two-day course prepares you for the examination leading to the new Foundation Certificate In IT Service Management.
The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).
What’s the difference between ITIL v3 and ITIL 4? In a nutshell, ITIL v3 describes Service Management around 26 processes and functions that are part of a continuous process of 5 life cycles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. All of the v3 body of knowledge is still very worthwhile and relevant!
ITIL 4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.
At the end of this new two-day course, attendees will have an understanding of the following:
High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes and functions map to the new ITIL 4 model
The seven Guiding Principles of ITIL 4
ITIL’s new Service Value Chain
The four dimensions of Service Management
The 34 ITIL practices, with a focus on 18 of these
Key concepts from Lean IT, Agile, DevOps, and Organisational Change Management, and why these are important to deliver business value
Our ITIL 4 course includes interactive examination of ITIL 4 practices and readiness in students’ organisations, through application of a set of maturity assessment exercises in each module of the course. Facilitated by the trainer, students evaluate their own organisations and then discuss the implications of where their practices currently stand.
This course prepares participants for the examination leading to the Foundation Certificate In IT Service Management. A 60-minute, 40 question, multiple-choice exam is administered by our independent examination body, PeopleCert. A passing mark of 65% is required to receive your certificate.
An online examination voucher is provided to candidates on the 2nd day of the course. A complimentary exam re-sit is included in our course if you miss out the first time.
Available locations in Australia
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