SM ITIL®4 Foundation & CDS Combined

Course Code: CLAITSM6641

Duration

5 Day(s)

Course Type

Public or Private

Max Delegates

12

Delivery Style

Classroom

Start your journey with the latest version of the world's most used Service Management framework.

Learn how to create services and assure continual value co-creation using the latest ITSM framework, as well as Agile and Lean delivery principles. This course provides a broad-based view of the ITIL®4 framework's approach to Service Management. It covers a broad range of material at a high-level, as would reasonably be expected from a 'Foundation' course, with specific depth in key areas of service management and its practice. Organisations that are actively engaging with new areas of practice such as Lean and DevOps will gain from understanding how ITIL®4 can help them embrace these areas with IT Service Management. Create, Deliver and Support is the ITIL4 Specialist course that focuses on understanding the use of the 4 Dimensions across the practices and how to create service value streams to support and deliver value to the customer. Using ITIL4 principles and practices service delivery can be be aligned with demand for value from the customer, resources can be best utilised and techniques, such as Shift Left, leveraged to increase capability throughout the organisation.

Book a Private Event

If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

Get in touch

Description

Who is this course for

This course is for anyone that needs to know more about the latest version of the world's most used Service Management framework. Delegates that are involved with an organisation that practices IT Service Management (ITSM) or hope to be should start here.

Delegates involved in the design, development, transitioning and operation of services would all benefit from this course's integrated, value stream driven approach to creating and delivering value through services.

Delegates that already hold an ITIL v3 Foundation certificate but haven't taken their studies further should also start here as this course expands on their existing knowledge and takes it in new directions.

Purpose of the course

To start your journey with the very latest in ITSM best practice and gain a broad understanding of what ITIL 4 is all about, including a chance to gain the ITIL 4 Foundation Certificate.

To provide insight into how ITIL4 supports business value creation through a lean, value-stream driven approach to creating and delivering IT services. Application of the course material can aid any organisation in streamlining and improving their operational capability.

You will learn how to


  • Explain what ITIL4 is and why it is beneficial to a wide range of organisations

  • Understand what is meant by Service and Service Management and how they contribute to the creation of value in an organisation

  • Engage with the ITIL4 Guiding Principles and demonstrate how they support fundamental aspects of service management

  • Describe and use the Four Dimensions of Service Management

  • Recognise and use the Service Value System and Value Stream Mapping to enhance service delivery

  • Understand the ITIL4 Value Chain

  • Gain insight into the general ITIL4 Practices

  • Understand key ITIL4 practices in more depth

  • Apply the Service Value System in support of delivering services.

  • Understand the role of a variety of practices in delivering services to the organisation.

  • Recognise and apply principles from the Service Management Dimensions in the Create, Deliver and Support context.

  • Prepare for the ITIL4 Specialist - Create, Deliver and Support exam.

Prerequisites

There are no specific pre-requisites but some appreciation of the ideas and principles of services may be useful. No specific knowledge of IT is required or assumed but again, some basic appreciation of how services are now often presented, especially digitally, may be useful.

Benefits for you as an individual

Delegates attending this course will achieve a greater understanding of the service delivery practices being used and emerging in the digital age and be prepared for the changes in digital delivery.

Be able to apply industry recognised and valued service management principles in the scope of Create, Deliver and Support and contribute to the value creation within the organisation.

Passing the associated exam will provide them with a recognised industry qualification.

Benefits for your organisation

Delegates will be better able to work in and practically contribute to ITSM activity within the organisation. By not only covering Foundation-level material but also addressing higher level concepts in Create, Deliver and Support they will be better able to create and work with new approaches to ITSM that ITIL4 introduces.

ITIL4(r) Foundation

Introduction to Service Management

  • Key Service Management and ITIL4 Concepts
    • Defining Value and its relationship with stakeholders
    • Service relationships and co-creation of value
    • Understanding Service Offerings and Products
    • Balancing Outcomes, Value, Costs and Risks
    • The 4 Dimensions of Service Management
      • Organisations and People
      • Information and Technology
      • Partners and Suppliers
      • Value Streams and Processes

The ITIL4 Guiding Principles

  • Introduction to the Guiding Principles
  • Understand and apply each of the 7 Guiding Principles

ITIL4 Service Management Practices

  • Introducing the 3 areas of Practice
  • Key practices in ITIL4
    • Incident Management
    • Problem Management
    • Change Control
    • Service Request Management
    • Service Level Management
    • Service Desk
    • Continual Improvement
  • Overview of other practices in ITIL4

The ITIL4 Service Value System (SVS)

  • Understanding the role of the Service Value System
  • Elements of the ITIL4 SVS
    • Guiding Principles
    • Governance
    • Service Value Chain
    • Practices
    • Continual Improvement
  • Service Value Chain
    • Understanding the Elements of the Service Value Chain
    • Practices and their role in the Service Value Chain
    • Using the Service Value Chain to identify and map Value Streams

ITIL4(r) Create, Deliver and Support

Plan and build a service value stream to create, deliver and support
services considering:

  • Team building, culture and collaboration.
  • Customer-oriented focus.
  • Organisational structure.
  • Employee satisfaction.
  • Use of 'Shift Left' in service delivery and support.
  • Manage resources including workforce management and continual improvement.
  • Apply information and technology including AI and machine learning, information and workflow management and robotic process automation.

Use a value stream to design, develop and transition new services, including use of appropriate practices to support this:

  • Service Design.
  • Release Mgmt.
  • Deployment Mgmt.
  • Testing and Validation.
  • Change Control.

Use value streams to provide support for services including the use of appropriate practices to support this:

  • Service Desk.
  • Incident Mgmt.
  • Problem Mgmt.
  • Knowledge Mgmt.
  • Service Level Mgmt.
  • Monitoring and Event Mgmt.

Co-ordinate and prioritise work in order to deliver services including Backlog Mgmt.

Service acquisition and sourcing, including buy or build decisions and the application of SIAM.

Additional Exam Information

The ITIL4 Foundation Certificate exam takes the following form:

  • Multiple choice, closed book

  • 60 minutes, 40 questions

  • 26/40 or 65% required to PASS


The ITIL4 Specialist - Create, Deliver and Support Exam:

  • 90 Minutes, 40 questions, Objective Test Questions [multiple choice, 1 correct answer]

  • Pass mark: 28/40 or 70%


Both exams will be Virtual regardless of if you attend teh course virtually or face to face. You’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.


This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.


Please note - it is compulsory to purchase the exam, although discretionary whether you take it.

Pre-Coursework

It is ESSENTIAL that before your course, delegates spend at least 3 hours (preferably more) to the pre-course reading on Quanta Learn. This is due to the condensed nature of the course. Some evening study is also likely to be required.

Your ITIL 4 Foundation and CDS textbooks will arrive 4-6 weeks prior to your course.
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

Get Started

Forget trawling through endless course catalogues – Find the training that’s right for you

Learn More

Latest from our blog

Kanban and Agile: Bridging the Gap

Kanban and Agile: Bridging the Gap Quanta’s Kanban University Certified Trainer Steve Church explores the way in which Agile and…
Read More

How a Ballerina could move into Cybersecurity

Jason Ford, Quanta Cybersecurity and IT Trainer talks about the limitations in Cybersecurity Training courses. Jason discusses a safe and…
Read More

Boost Team Performance and Productivity: Unlocking the Advantages of Emotionally Intelligent Leadership

Quanta People Development and Leadership Trainer, Giles Collins outlines the key elements of Emotionally Intelligent Leadership and how it impacts…
Read More