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ITIL 4 Foundation Certification Training (3-Day class)

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Class Description

Location: Redwood Hall, RM: G6 POST

The ITIL 4 Foundation course is designed to provide participants with a comprehensive understanding of the ITIL framework and its role in modern IT Service Management (ITSM). The course will discuss and present the nature and values of Service Management, the new focus of ITIL 4, on stakeholder value. It will examine the relationship between organizations, service providers, service consumers, and other potential stakeholders.

***Students will take the ITIL 4 Foundation certification exam in class on the last day.***



Course Topics Will Include:

  • The strategic role of IT Service Management
  • Service Value System and the Four Dimensions Model
  • The structure and purpose of the new ITIL 4 framework
  • Service Value Chain
  • ITIL Practices and Principles
  • Areas to consider when evaluating the value of service relationships
  • Preparation for the ITIL 4 foundation exam

Class 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

Prerequisites: Familiarity with IT terminology and IT-related work experience are recommended.

Certification: ITIL Foundation

Who should attend: 
- Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.



University IT Technology Training classes are only available to Stanford University staff, faculty, or students. A valid SUNet ID is needed in order to enroll in a class.