With more than 1,500,000 certified professionals worldwide, ITIL (IT Infrastructure Library) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations. ITIL 4 is fully compatible with ISO/IEC 20000, the first international service management standard for organizational certification and compliance.The 30 Bird ITIL 4 - Foundation course provides IT leaders, management, and support staff with a comprehensive introduction to the core concepts of ITIL 4. It is designed to equip students with a practical understanding of ITIL 4 key concepts, principles, and practices that enable modern IT-enabled services in today’s digital economy.This course is based on the latest ITIL 4 best-practice guidance and will prepare the attendee for the ITIL 4 Foundation exam normally given at its conclusion. Candidates who wish to acquire knowledge in the theory and practices of the ITIL 4 management framework. This knowledge is also required if the candidate wishes to pursue any of the ITIL 4 certification schemes.There are no specific prerequisites for this course. However, some basic knowledge of management theory can be helpful. After completing this course, you will know:What ITIL is; how it fits into the service management framework; how it has evolved over the years; and about the ITIL service value systemThe key concepts of ITIL service management, and how ITIL guiding principles can help an organization to adopt and adapt ITIL service managementThe four dimensions of ITIL service managementThe purpose and components of the ITIL service value system, the ITIL guiding principles, and governanceThe activities of the service value chain, and how they interconnect, and the key concepts of continual improvementThe various ITIL practices and how they connect to value chain activitiesNEW: Release 2.0 includes Sample Exam Papers in the book.
Previously available only via download, the sample exams address all the topics covered in our ITIL 4 Foundation
course. The questions are worded exactly as they appear in the official
ITIL 4 Foundation exams. The Sample Exam Rationales (available via download) provide all the answers
to the exam questions, as well as the rationales behind the correct
answers. The sample exam questions, answers, and rationales are designed
to best prepare you for taking the actual ITIL 4 Foundation exam once
you've completed the course...
The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or program.
ITIL Service Operation provides guidance on organizing service delivery through the functions of operations management, technical management, and applications management integrated with the service desk that provides a key link between their activities and the business. It identifies how to link operational activities to the value of the organization and how to couple infrastructure and service management for optimum service quality and value.
The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Strategy publication.
The Service Strategy course focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or program.
ITIL Operational Support and Analysis focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. OSA also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or program can provide the high quality and cost effective IT services that are required to meet organizational needs.
ITIL Service Offerings and Agreements focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalog, demand, supplier and financial management. SOA provides guidance to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects.