ITIL4 FOUNDATION

Day CountSection – DescriptionDuration in Min
DAY – 1
Welcome and Introduction to ITIL Foundation Session30
ITIL4 Introduction – Why ITIL430
IT Service Management & Concepts90
Service, Value Co Creation, Service Offers45
Utility, Warranty, Outpur, Outcome, Product45
Break for 15 minutes
FOUR Dimensions60
1. Organization & People
2. Information & Technology
3. Partners & Suppliers
4. Value Streams & Processes
60
Break for 45 minutes
Service Value System90
Introduction to 5 Components15
7 Guiding Principles elaborated
3 Elements of Governance brief
75
Break for 15 minutes
Service Value Chain Introduced150
6 Activities30
Demand – Product & Services – Value15
Detailed discussion of SV Chain activities30
Day – 2
DAY – 2
Recap30
Recap Day-1 Discussion15
Q & A from Day-115
7 Steps of Continual Improvement45
Introduce 7 Steps15
Elaborate the 7 Steps30
Introduction to Practices45
3 Categories of Practices & Heat Map45
Break for 15 minutes
Continual Improvement15
Information Security Management10
Relationship Management10
Supplier Management10
Availability Management10
Capacity & Performance Management10
Change Control Process30
Break for 40 minutes
Asset & Configuration Management Process10
Event & Monitoring10
 
Incident Management20
Problem Management20
Release Management10
Service Desk10
Service Request Management10
Break for 15 minutes
Mock & Final Exam