IT Infrastructure Library Foundations V4 (ITIL) 2019

Course Overview:

ITIL is the most widely adopted approach for IT Service Management around the world. This course will help you be able to understand and explain the concept of service management as a practice. You will better understand each step along the way, starting with the Service Strategy Process, all the way to Continual Service Process. You will learn best practices and be able to explain why ITIL is successful. You will be introduced to key terms and concepts and be assessed along the way to check for understanding.

Students will:

• Define the concept of service and to understand and explain the concept of service management as a practice
• Review the Service Value System (SVS) that is a backbone concept of an ITIL® Service Lifecycle
• Comprehend the four (4) dimensions of service management and guiding principles in place for continuous improvements to systems in place or in progress of being upgraded/overhauled
• Gain knowledge about the Service value chain and various managerial practices that apply to information systems
• Be prepared to take the ITIL 4 exam and receive certification once the course has been completed

This course prepares a student to take the AXELOS IT Infrastructure Library Foundations V4 (ITIL) 2019 certification exam.

About ProTrain:

ProTrain is committed to offering world class interactive online courses that provide training and learning support for the student in a number of ways during their experience. The ProTrain course structure has been developed to provide activities to guide students throughout the entire process of learning. Learning activities include hands-on assignments that allow students to use what they are learning to allow better transferable skills within their work environments.

When a student learns, they are not alone.   Each student will be supported by our student services department – which ranges from course mentors, registrar, and technical support assistance.   Every month students have a progress report run on them every month by our student services department to ensure they are making satisfactory progress.   If a student falls behind, we reach out to them personally by phone call every month to see if there is anything we can do to continue to assist them with moving forward in their course.

Course Outline:

Lesson 1: Introduction and Overview

The purpose of the first course is for participants to understand the fundamentals of the Information Technology Infrastructure Library (ITIL) network which impact customer experiences, information and value streams, and digital transformations that occur within businesses. This also includes a comprehensive review of the Four Dimensions Model - a core concept of ITIL.

Lesson 2: Service Management Strategies

The second lesson of the course provides guidance and knowledge as to effectively service an ITIL as well as the persons involved in the seamless operation of the ITIL. Relationships with service providers as well as potential outcomes, risks, and related information are provided here as well.

Lesson 3: Four Dimensions of Service Management

The third chapter of the text provides a comprehensive review of the four (4) dimensions of service management: organizations and people, information and technology, partners and suppliers, and finally value streams and processes. Each one of these dimensions works together for the optimal operation of any information system created. Regardless of the complexity of the system created, these are important concepts to know for the exam as well as apply to everyday work tasks.

Lesson 4: The ITIL® Service Value System (SVS)

The fourth lesson of the course provides participants the knowledge to comprehend the service value system and its key inputs, outputs, and its contexts. Additional information provided will focus on key SVS inputs and how continuous important plays a key role in the proper functioning of an ITIL.

Lesson 5: The Service Value Chain

During the fifth lesson of the course, participants will review the overall function of the service value chain. The purpose, inputs, and outputs of value chain activities will be on deck for discussion and review. Finally, a revisit of the continuous improvement model will conclude the lesson.

Lesson 6: ITIL® Management Approaches

The final lesson of the course provides an opportunity for participants to review and learn about the Continual Service Improvement {CSI) phase of ITIL® Specifically within this process, the different management types that may be involved in a system once it has been created and implemented. These include general, service, and technical managers. 

All necessary course materials are included.

Certification(s):

This course prepares a student to take the AXELOS IT Infrastructure Library Foundations V4 (ITIL) 2019 certification exam.

System Requirements:

• Cable and DSL internet connections are recommended for the best experience.

• CPU: 1 GHz or higher
• RAM: 2 GB or higher
• Resolution: 1280 x 720 or higher
• Speakers / Headphones
• Microphone (Webinar / Live Online sessions)

• Microsoft Windows 7 or 10 (Home, Pro)
• Mac OSX 10 or higher.
• Latest Chrome OS
• Latest Linux Distributions

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

• Latest Google Chrome is recommended for the best experience.
• Latest Mozilla FireFox
• Latest Microsoft Edge
• Latest Apple Safari

• Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
• PDF reader program (Adobe Reader, FoxIt)
• Courses may require other software that is denoted in the above course outline.