ITIL 4 Certification Training

Section 1: Course Description

ITIL 4 Certification Training

Unlock the secrets of IT service management with DreamsPlus’ ITIL 4 certification training. Designed for IT professionals, this comprehensive course covers the latest ITIL 4 framework, best practices, and real-world applications. Achieve AXELOS certification and enhance your career prospects.

Section 2: Key Points/Training Highlights

ITIL 4 Training Highlights

• Pre-requisites: None
• Eligibility: IT professionals, service desk technicians, and managers
• Certification Body: AXELOS
• Validity: 3 years
• Certification Level: Foundation
• Exam Format: Multiple-choice, 40 questions
• Passing Score: 65%
• Exam Conducted By: PeopleCert

Section 3: Course Lessons

1. Understand the Key Concepts of Service Management

1.1 Definitions

• Service
• Utility
• Warranty
• Customer
• User
• Service Management
• Sponsor

1.2 Key Concepts of Creating Value with Services

• Cost
• Value
• Organization
• Outcome
• Output
• Risk
• Utility
• Warranty

1.3 Key Concepts of Service Relationships

• Service Offering
• Service Relationship Management
• Service Provision
• Service Consumption

2. Understand How the ITIL Guiding Principles Help Organizations Adopt and Adapt Service Management

2.1 Nature, Use, and Interaction of the Guiding Principles

2.2 Use of the Guiding Principles

1. Focus on Value
2. Start Where You Are
3. Progress Iteratively with Feedback
4. Collaborate and Promote Visibility
5. Think and Work Holistically
6. Keep it Simple and Practical
7. Optimize and Automate

3. Understand the Four Dimensions of Service Management

3.1 The Four Dimensions of Service Management

1. Organizations and People
2. Information and Technology
3. Partners and Suppliers
4. Value Streams and Processes

4. Understand the Purpose and Components of the ITIL Service Value System

4.1 ITIL Service Value System Overview

5. Understand the Activities of the Service Value Chain and Their Interconnections

5.1 Interconnected Nature of the Service Value Chain

• Supporting value streams

5.2 Purpose of Each Value Chain Activity

1. Plan
2. Improve
3. Engage
4. Design & Transition
5. Obtain/Build
6. Deliver & Support

6. Know the Purpose and Key Terms of 15 ITIL Practices

6.1 Purpose of Key ITIL Practices

1. Information Security Management
2. Relationship Management
3. Supplier Management
4. IT Asset Management
5. Monitoring and Event Management
6. Release Management
7. Service Configuration Management
8. Deployment Management
9. Continual Improvement
10. Change Control
11. Incident Management
12. Problem Management
13. Service Request Management
14. Service Desk
15. Service Level Management

6.2 Key Definitions in ITIL

1. IT Asset
2. Event
3. Configuration Item
4. Change
5. Incident
6. Problem
7. Known Error

7. Understand 7 ITIL Practices in Detail

7.1 Detailed Explanation of ITIL Practices (Excluding Service Value Chain Integration)

1. Continual Improvement – including the Continual Improvement Model
2. Change Control
3. Incident Management
4. Problem Management
5. Service Request Management
6. Service Desk
7. Service Level Management

Section 4: ITIL-Based Industry Jobs

ITIL Career Opportunities

1. IT Service Manager
2. Service Desk Manager
3. Incident Manager
4. Problem Manager
5. ITIL Consultant
6. Service Level Manager
7. IT Operations Manager
8. Change Manager
9. Configuration Manager
10. Release Manager