ITIL®4 Foundation - French Training in United States of America

Familiarity with IT terminology and IT-related work experience are recommended.

The course will help students to understand:

• Key IT service management concepts
• How ITIL guiding principles can help and organization to adopt and adapt service management
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL practices
• Preparation to sit the ITIL4 foundation examination

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• The nature, use and interaction of 7 ITIL 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
• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
• The ITIL service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• Detail of how the following ITIL practices support the service value chain:
  
  • Continual Improvement (including continual improvement model)
  • Change control
  • Incident management
  • Problem Management
  • Service request management
  • Service desk
  • Service level management
  • The purpose of the following ITIL practices
  • Information security management
  • Relationship management
  • Supplier management
• Availability management
• Capacity and performance management
• Service configuration management
• IT asset management
• Business analysis
• Service continuity management
• Deployment management
• Monitoring and event management
• Release management