© 2019 Service Management Center of Excellence (SMCE) all rights reservedITIL® and the Swirl logo™ are a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. .

ITIL® 4 Foundationin IT Service Management

Learning Objectives:

This new ITIL 4 Foundation course is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance.

ITIL, a professionally recognized certification scheme, supports organizations and individuals to gain optimal value from IT and digital services. This new ITIL 4 course prepares you for the examination leading to the Foundation Certificate in IT Service Management; a prerequisite for the ITIL 4 higher level qualifications.

We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. This is characterized by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It creates an increasingly fast-paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do, and ready to adopt new ways of working to succeed.

ITIL 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also to a wider range of professionals working in the digital world. ITIL 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation.

At the end of this course, attendees will have an understanding of the following:

• Key concepts and value of IT service management• How the ITIL guiding principles can help organizations adopt and adapt service management• The four dimensions of service management• T he purpose and components of the ITIL service value system• The activities of the service value chain, and how they interconnect• The purpose and key terms of selected ITIL practices and 7 essential practices• How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services.

WHY ITIL 4?

2 days / 3 days with exam 14 training hours Timing Flexible

Audience

Duration

Certification

Individuals at the start of their journey in Service Management

40 Multiple Choice Questions 60 minutes Pass Score 26/40 or 65%

•ITSM Managers and aspiring ITSM Managers

ITIL Foundation Certification in IT Service Management

Existing ITIL qualification holders wishing to update their knowledge.

•Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery

•

•

Exam StructurePre-requisite None

U-shaped Classroom• Projector & flipchart•

Max 25 students• Exam delivery on last day •

English• Arabic•

Delivery Method In-class•

E-Learning / Virtual class Simulation• •

Introducing ITIL4 Foundation Quali�ication ITL101COURSE CODE

Service Management(Level 1 - 2)

SFIA CATEGORY

2 or 3 DaysCOURSE DURATION

EnglishArabicCOURSE LANGUAGE

Contact SMCE info@smce.org

For information on any aspect of SMCE learning services contact SMCE HQ

T: +971 4 439 3533F: +971 4 439 3534

www.smce.orginfo@smce.org

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ITIL® 4 Foundationin IT Service Management

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Program Outline

What is ITIL?

IntroductionKey ConceptsThe Four Dimensions of Service ManagementThe Service Value System and The Service Value ChainThe Guiding PrinciplesIntroduction to ITIL PracticesExam Preparation

ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth.

ITIL is used by millions of professionals globally. Businesses are built on ITIL.ITIL supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs.

ITIL, a professionally recognized certification scheme, provides comprehensive, practical and proven guidance for establishing a service management system, providing a common glossary of terms for businesses using IT enabled services.

ITIL advocates that IT services are aligned to the needs of the business and support its core processes.

The ITIL approach provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth. ITIL is mapped in ISO 20000 Part 11. This recognizes the way that ITIL can be used to meet the requirements set out for ISO 20000 certification and the interdependent nature with ITIL.

The Service Management Center of Excellence (SMCE) is a regional organization dedicated to the promotion of a culture of service excellence in public and private sectors. To achieve its stated goals, SMCE has aligned with leading local and international authorities in order to accelerate knowledge transfer and build local expertise in the area of Service Management.

The center is devoted to the development of the strategies, techniques, principles and practices of excellence that will enhance individual and organizational performance, and further the advancement and maturity of the IT industry in the region.

Learning Resources:

Relevant Programs:

SMCE offers it’s learners a range of premium accredited learning resources.ITIL® 4 Foundation ISBN: 9780113316076

© 2019 Service Management Center of Excellence (SMCE) all rights reservedITIL® and the Swirl logo™ are a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

MarsLander®IT IL® 4 S imulation