ITIL 4 (2019 release) - The IT Infrastructure Library® Foundation Online E-learning

This Foundation e-learning is designed to enable delegates to understand the disciplines and processes that help service management staff to deliver and support quality products and services. ITIL® Foundation Online You will gain knowledge of the internationally recognised Best Practice terminology, structure, basic concepts and the core principles of ITIL practices for Service Management to fully prepare you for the ITIL Foundation examination.

Also, need to access content on the go? No problem ILX, the global Best Practice learning company, has launched the ‘ILX Player App’ to allow mobile access to a broad range of ILX’s e-Learning courses. A video can be found at the end of this page with the details.

The new App provides users with video content which actively supports online learning across all our ELearning portfolio.

How does the App work? Anybody can download the app for free, and those registered for ILX’s e-Learning courses will be able to access these courses via the App at no extra charge. The App provides a quick and easy access to downloadable video content on tablet or phone devices.

Course content is stored locally on the user device so once it’s downloaded someone can study anywhere without the need for an internet connection. This is ideal for those commuting or located in areas where internet reception may be poor. Users of the App can also switch between devices and pick up the video content where they last left the frame. Progress information and time spent on each session is also sent back to the main ILX portal so that your course progress can monitor and updated.

Session 1 – Overview of ITIL & Service Management

• Objectives of course
• What is Service Management?
• What are services?
• Early history of ITIL and the future of ITIL?
• ITIL examination bodies
• Complimentary standards and publications
• Why is good practice needed?
• Benchmarking
• Overview of the ITIL Service Lifecycle stages
• Functions, processes and roles explained
• Topic quiz

Session 2 – Service Strategy

• Session objectives including an overview and introduction to Service Strategy
• Key concepts within Service Strategy
• The Service Portfolio and the Service Catalogue
• Topic quiz
• Service Strategy processes
• Components of value and value creation
• Service Portfolio management process and roles
• Demand management process and roles
• Generic roles, Service Owner, Process Owner, Process Manager, Process Practitioner, Product Manager and the Business Relationship Manager role

Session 3 – Service Design

• Overview of Service Design
• Topic quiz
• Supplier and Service Level management
• Service Catalogue management
• Availability management
• Information Security management
• Capacity management
• IT Service Continuity management
• Design coordination

Session 4 – Service Transition

• Overview of the Service Transition stage of the Service Lifecycle
• Topic quiz
• Service Transition processes
• Roles involved with Service Transition activities
• Session summary

Session 5 – Service Operation

• Overview of the Service Operation stage of the Service Lifecycle
• Topic quiz
• Incident management process, problem management, event management, request fulfillment, access management methods, activities and tools, generic process activities
• Service desk and other functions
• Session summary

Session 6 – Contin ual Service Improvement

• Overview of the Continual Service Improvement stage of the Service Lifecycle
• CSI tools and techniques including the Deming cycle, CSI model and the CSI register
• 7 Step Improvement process model
• Roles involved in CSI
• Session summary

Session 7 – Technology & Archite cture

• Objectives for use of technology and tools
• Tool evaluation and tool selection process considerations
• Tools and technology across the Service lifecycle stages
• Session summary

Session 8 – ITIL qualification scheme & exam technique

Session 9 – Exam simulator

• Anyone who requires a basic understanding of the ITIL Framework and how it may be used to enhance the quality of IT Service Management within an organisation.
• IT Professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.