ITIL® 4 Foundation english
On this fundamental course you will get a detailed introduction to ITIL with special emphasis on structure, basic concepts and terminology.
About the course
You will be introduced to the management of modern IT-enabled services. You will learn the language of IT service management and the key concepts that will enable you to improve your own daily work and the work of your organization using the ITIL 4 guidance. You will gain an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and methods like Agile, Lean and DevOps. The course is completed with the new ITIL® 4 Foundation certification.
Course content
ITIL 4 provides a practical and flexible basis for the digital transformation of any organization. ITIL 4 contributes with an operational and end-to-end digital model for the delivery and operation of products and IT services. ITIL 4 enables the IT department to play a bigger and more crucial role in the business strategy. In addition, ITIL 4 also provides an overall end-to-end perspective that integrates both DevOps, Lean IT and agile development.
Agenda
ITIL 4 concepts and principles
- The service management key concepts
- How your organization creates value by managing results, costs and risks
- The importance of service relations
- ITIL 4 key concepts
- The four dimensions of ITSM
- The Service value system
- The service value chain
- The guiding principles – philosophy and application
- Practices (evolution of processes)
Introduction to ITIL 4 practices
- Definition of key terms in 7 ITIL practices
- The purpose of 15 of the 34 ITIL practices
- Further details regarding:
- The service desk
- Incident management
- Problem management
- Service level management
- Service request management
- Change control
- Continual Improvement
The training language and the study material will be in English at this course.
Target audience and prerequisites
This course is for everyone delivering or managing digital services.
The course is relevant for e.g.:
- IT professionals
- IT managers
- Process owners and -managers
- Project managers
- Enterprise architects
- Service- and customer responsibles
- Service management consultants
- Anyone involved in operation or management of the organization’s service processes
Prerequisites
There are no formal prerequisites to the course. However, we recommend a general understanding of everyday life in an IT organization. Also, participants experience significantly better exam results if they spend time on preparation for the course, concentrate fully during the two and rehearse the theory between the course days.
Trainer
Johnny Jensen has a background in management, leadership, training and technical IT.
Specialties
- Anchoring change though involvement and ownership
- Identifying ind implementing improvement initiatives in processes, tools and organizations
- Structuring roles, responsibiliites, work and processes, thereby creating effective and motivated organizations
- Motivation by exception and satisfaction. Happy employees do perform better!
- Training classes with great results and happy students
Read more about Johnny here.
Practical information
Duration: 2 days
Time: 9.00 am to 5 pm
Where: Online
Price: DKK 6.995,- excl. VAT (Online course)
Exam fee: DKK 3.995,- excl. VAT (mandatory).
The price includes course material, sample papers and the unique Peopleteam pre-study material.
Course information
The course is held in English with English course material and an English exam.
Course material
We use e-material that is designed for the ITIL 4 Foundation course. The material is available for PC, tablet and mobile phone also offline.
Remember to bring your own PC in order to use the e-material.
The exam
The exam takes place as a web proctored exam.
Exam duration: 60 minutes (plus an additional 15 minutes if English is not your main language).
The exam is a closed book exam consisting of 40 multiple choice questions.
Pass mark is 65% correct answers (26 correct out of 40 questions).
Accreditation
Peopleteam is Accredited Training Organization (accredited by PeopleCert).
Registration
The number of participants is limited to give the participants the best experience.
Registration is binding.
Cancelation
If for some reason you do not have the opportunity to attend the course, you are always welcome to allocate your place to a colleague (the difference must be paid if the person is not a member of Dansk IT).
Upon cancellation 4 weeks prior to the course, 50% of the participant fee will be charged including VAT. Upon cancellation 2 weeks prior to the course, the entire participant fee will be charged including VAT.
The cancellation must be made in writing by email to kursus@dit.dk.
Reservations
Dansk IT reserves the right to cancel or postpone courses with not enough participant and to change the teacher or the place of residence.
We expressly reserve the right to correct errors, especially pricing errors, on our website, course catalogue and/or on pending reservations made under an incorrect price.
Price
All prices are exclusive VAT.
Unless otherwise stated, the course fee includes course materials and meals.
Hotel is only included in the price when explicitly stated.
Danish IT collaborates with Peopleteam on this course. Please note that the name and e-mail information of all those enrolled in this course will be passed on to Peopleteam for use in our joint running of the course. We do not share your information with the other course participants.
Dato og sted
Varighed:
Medlemspris (DKK ekskl. moms)
Ikke-medlempris (DKK ekskl. moms)
ITIL® 4 Foundation
Få seneste viden om verdens mest udbredte service management rammeværk – nu i den allernyeste version.
Service Management i praksis
Som medlem bliver du holdt ajour med den seneste udvikling i metoder, modeller og praksisser inden for serviceprocesser.