WHAT:
Texas Transportation Institute will host an ITILv4 Foundations Course presented by David Sweeney. The course will be in-person with lunch provided.
Cost: $500.00 per person, and includes a spiral-bound coursebook, the ITILv4 Foundations etextbook, an exam voucher, and lunch both days.
Course materials are provided. Please do NOT bring a laptop as it is not needed for the course and provides distractions. Writing instruments and highlighters are recommended.
WHERE AND WHEN:
Date: Thursday and Friday, July 14 – 15, 2022
Time: 8:00 am – 5:00 pm
Location: Texas A&M – RELLIS HQ 1122/ Parking permit required
The ITIL 4 Foundation course provides IT professionals with a practical understanding of key concepts, common language, principles, and practices that enable the successful management of modern IT-enabled services. It also prepares candidates for the ITILv4 Foundation Certificate Examination. This is a 2-day course with an online-proctored certification exam to be scheduled after the completion of the course. You must pass the exam to gain your ITILv4 Foundations certification. Lunch will be provided.
Course Outline:
- 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