The most widely accepted approach to IT Service Management (ITSM) in the world.
Why choose ITIL 4?
- Enjoy global recognition: ITIL 4 is recognized globally as the de facto standard for IT Service Management by organizations across industries. By mastering ITIL 4, you showcase your expertise and credibility to employers worldwide.
- Improve your job and customer satisfaction: ITIL 4 principles have the power to transform your relationship with your customers, increase satisfaction and drive repeat business.
- Enhance your career prospects: As ITSM becomes vital across industries, the need for professionals with the right skills grows. ITIL 4 positions you as a highly desirable candidate for IT roles, opening up a world of exciting career opportunities.
- Increase your adaptability and flexibility: ITIL 4 can be adapted to suit your organization’s needs, regardless of industry, sector, or IT service environment, expanding your career horizons.
HRDC Claimable and Malaysian Bumiputeras are eligible for Yayasan Peneraju Financing Scheme. T&C applies.
Overview
Discover the key benefits of ITIL 4 and see how it can have a transformative impact on your career journey.
This essential ITIL 4 module introduces you to key concepts at the start of your ITIL 4 journey, providing a solid foundation for understanding IT service management and its core elements.
- Industry-recognized certification: Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.
- Employers’ first choice: Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.
- New career opportunities: Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.
What skills will you acquire?
- Service Operation: Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
- Digital Transformation: Learn the processes involved in transforming IT systems to support a digital model. Learn how to collaborate with stakeholders, manage and lead plans.
- Problem Management: Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
Skills Covered
On completion of this course, the following learning outcomes will be achieved:
- Service management concepts: Learn the fundamental concepts of service management. What defines a service? What are its components? What is its value to stakeholders?
- Service value system: Discover the framework that will help you create, deliver, and manage services, including the Service Value Chain, guiding principles, and governance.
- Four dimensions of service management: Explore the four dimensions of effective service management: organizations and people, information and technology, partners and suppliers, and value streams and processes.
- Guiding principles: Develop a mindset for adopting ITIL practices and adapting them to your specific needs with the seven guiding principles of ITIL 4.
- Service Value Chain: Understand how the Service Value Chain helps organizations create value by optimizing their activities and resources.
- ITIL practices: Employ ITIL 4 practices to enable working methods aligned to your business strategy, improving the process of service development and supporting users.
- Continuous improvement: Focus on the central ITIL 4 concept of continuous improvement, and the ways in which organizations can iterate and adapt their processes and services.
- Service Level Agreements: Study the role of SLAs in defining and managing service quality, and the role of service level management in this context.
- Key metrics and performance indicators: Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services.
Prerequisites
There are no prerequisites to attending the ITIL Foundation course or for sitting for the ITIL Foundation certification examination.
Target Audience
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
Module 1: ITIL 4 Overview
- Understand the Key Concepts of Service Management
- Recall the Definition
- Describe the Key Concepts of Creating Value with Services
- Service
- Utility
- Warranty
- Customer
- User
- Service Management
- Sponsor
- Describe the Key Concepts of Service Relationships
- Service Offering
- Service Relationship Management
- Service Provision
- Service Consumption
Module 2: Understand how the ITIL Guiding Principles can help an Organization Adopt and Adapt Service Management
- Describe the Nature, Use and Interaction of the Guiding Principles
- Explain the Use of 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
Module 3: Understand the Four Dimensions of Service Management
- Described the Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Module 4: Understand the Purpose and Components of ITIL Service Value System
- Describe the ITIL Service Value System
Module 5: Understand the Activities of the Service Value Chain, and How They Interconnect
- Describe the Interconnected Nature of the Service Value Chain and How this Supports Value Streams
- Describe the Purpose of Each Value Chain Activity
- Plan
- Improve
- Engage
- Design and Transition
- Obtain and Build
- Deliver and Support
Module 6: Know the Purpose of Key Terms of 15 ITIL Practices
- Information Security Management
- Relationship Management
- Supplier Management
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
- Continual Improvement
- Change Enablement
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
Module 7: Understand 7 ITIL Practices
- Explain in details of 7 ITIL Practices on How They Fit within the Service Value Chain
- Continual Improvement
- Change Enablement
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
Exam & Certification
ITIL 4 Foundation.
Training & Certification Guide
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