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ITIL v4 Foundation

at Certstaffix Training - Largo

Course Details
Start Date:

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1300 Caraway Ct Ste 200
Btwn McCormick & Arena Drives
Largo, Maryland 20774
Class Level: All levels
Age Requirements: 18 and older
Average Class Size: 3

Flexible Reschedule Policy: This provider has flexible, free rescheduling for any-in person workshop. Please see the cancellation policy for more details

What you'll learn in this itil training:

ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps.

This course covers key concepts of service management, the four dimensions of service management, the ITIL service value system, ITIL management practices.

Please note: Certification exams are administered by third party testing companies. Our courses prepare you for the certification exam, which is an additional fee paid to the testing provider. You must contact testing provider to take a certification exam.

Course Outline

1 Introduction
  • 1.1 IT service management in the modern world
  • 1.2 About ITIL 4
  • 1.3 The structure and benefits of the ITIL 4 framework
  • 1.3.1 The ITIL SVS
  • 1.3.2 The four dimensions model
2 Key Concepts of Service Management
  • 2.1 Value and value co-creation
  • 2.1.1 Value co-creation
  • 2.2 Organizations, service providers, service consumers, and other stakeholders
  • 2.2.1 Service providers
  • 2.2.2 Service consumers
  • 2.2.3 Other stakeholders
  • 2.3 Products and services
  • 2.3.1 Configuring resources for value creation
  • 2.3.2 Service offerings
  • 2.4 Service relationships
  • 2.4.1 The service relationship model
  • 2.5 Value: outcomes, costs, and risks
  • 2.5.1 Outcomes
  • 2.5.2 Costs
  • 2.5.3 Risks
  • 2.5.4 Utility and warranty
  • 2.6 Summary
3 The Four Dimensions of Service Management
  • 3.1 Organizations and people
  • 3.2 Organization and technology
  • 3.3 Partners and suppliers
  • 3.4 Value streams and processes
  • 3.4.1 Value streams for service management
  • 3.4.2 Processes
  • 3.5 External factors
  • 3.6 Summary
4 The ITIL Service Value System
  • 4.1 Service value system overview
  • 4.2 Opportunity, demand, and value
  • 4.3 The ITIL guiding principles
  • 4.3.1 Focus on value
  • 4.3.2 Start where you are
  • 4.3.3 Progress iteratively with feedback
  • 4.3.4 Collaborate and promote visibility
  • 4.3.5 Think and work holistically
  • 4.3.6 Keep it simple and practical
  • 4.3.7 Optimize and automate
  • 4.3.8 Principle interaction
  • 4.4 Governance
  • 4.4.1 Governing bodies and governance
  • 4.4.2 Governance in the SVS
  • 4.5 Service value
  • 4.5.1 Plan
  • 4.5.2 Improve
  • 4.5.3 Engage
  • 4.5.4 Design and transition
  • 4.5.5 Obtain/build
  • 4.5.6 Deliver and support
  • 4.6 Continual improvement
  • 4.6.1 Steps of the continual improvement model
  • 4.6.2 Continual improvement and the guiding principles
  • 4.7 Practices
  • 4.8 Summary
5 ITIL Management Practices
  • 5.1 General management practices
  • 5.1.1 Architecture management
  • 5.1.2 Continual improvement
  • 5.1.3 Information security management
  • 5.1.4 Knowledge management
  • 5.1.5 Measurement and reporting
  • 5.1.6 Organizational change management
  • 5.1.7 Portfolio management
  • 5.1.8 Project management
  • 5.1.9 Relationship management
  • 5.1.10 Risk management
  • 5.1.11 Service financial management
  • 5.1.12 Strategy management
  • 5.1.13 Supplier management
  • 5.1.14 Workforce and talent management
  • 5.2 Service management practices
  • 5.2.1 Availability management
  • 5.2.2 Business analysis
  • 5.2.3 Capacity and performance management
  • 5.2.4 Change control
  • 5.2.5 Incident management
  • 5.2.6 IT asset management
  • 5.2.7 Monitoring and event management
  • 5.2.8 Problem management
  • 5.2.9 Release management
  • 5.2.10 Service catalogue management
  • 5.2.11 Service configuration management
  • 5.2.12 Service continuity management
  • 5.2.13 Service design
  • 5.2.14 Service desk
  • 5.2.15 Service level management
  • 5.2.16 Service request management
  • 5.2.17 Service validation and testing
  • 5.3 Technical management practices
  • 5.3.1 Deployment management
  • 5.3.2 Infrastructure and platform management
  • 5.3.3 Software development and management
  • End note: The ITIL Story, one year on
  • Appendix A: Examples of Value Streams
Headsets for free, Guaranteed to Run, Re-Takes for free (Up to 6 months), Interactive Classroom environment.

Registration Note: We can only accept students into our classes whose tuition is being paid by an employer or sponsoring organization. Self-paying individuals cannot enroll.

School Notes:

Courseware (if a course has a Courseware) will be shipped to the address provided two weeks before the class starts. Make sure that the additional info field is properly and correctly filled out to avoid Courseware being lost in transit. Please also note that P.O. Box addresses are not allowed.

Certstaffix Training offers instructor-led live training classes that can be taken from your home or work. We also have real physical locations where students can go and connect to class in a quiet office with a computer that we provide. Our instructors teach from a remote location while being able to interact with students as in a traditional classroom setting.

Instructors can view student progress and take control of their PC to provide direct assistance. Students can see the instructor's presentation as well as voice questions directly to the instructor and participate in class discussions.

Still have questions? Ask the community.

Refund Policy

Note: This provider has a temporary cancellation policy for COVID-19 related cancellations which is as follows: 

All of our classes are offered live online and any student with a computer and an internet connection can take class from their home or anywhere else they feel comfortable. For customers who are concerned about COVID-19 with regard to attending classes from one of our computer labs, please know that you can switch to attend from home up to the day before class. We just ask that you notify us so we can send them class connection information and inform the center staff that they won’t be coming in for class. 

With regard to our computer labs, each one holds a maximum of only two students per room so no student will need to be in close proximity to any large group of people. We’ve also asked the centers that host our computer labs to disinfect all keyboards/mice/surfaces, etc. after each use and requested that they provide hand sanitizer to our students. That being said, we definitely understand if a student would feel more comfortable taking class from their home.  

We purchase and ship books to students two weeks before their class date and we are charged for any computer lab booking if not cancelled within a week of the booking date, so we would not be able to fully refund a student who wants to cancel less than two weeks before class without incurring a financial loss to us that we would not be able to recover. With the attend from home option, students do hava a choice to stay home and still get their training. Students can also choose to postpone their training to a later date if they wish. 


Original cancellation policy (non-COVID-19):

You can cancel or reschedule your registration without penalty or charge provided you give notice of 10 business days (M-F) or more days before the start of my class.

If you request to cancel or reschedule your registration 10 Business Days (M-F) or less days before the class start you will be charged 100% the course fee and will not be entitled to a refund. You have one (1) opportunity to use our Make-Up policy to have those funds applied to a later class date.

You cannot change your class location ten (10) Business days (M-F) or less before the class start because Certified Staffing Solutions has shipped training materials and provisioned resources. Location changes requested prior to that timeframe are subject to availability and may incur an additional charge.

Should Certified Staffing Solutions need to cancel your class due to insufficient enrollment, or postpone it due to events beyond their control, Certified Staffing Solutions will notify you as soon as possible. In such cases, you may reschedule to a future class date at no additional charge or receive a refund for any money on account relating to that registration.

Travel arrangements and costs are the sole responsibility of the student. Certified Staffing Solutions suggests obtaining refundable reservations. Certified Staffing Solutions classes are confirmed approximately 14 days before the start of the class. We cannot guarantee class commitments before that window of time. Certified Staffing Solutions will not be responsible for any cancellation costs incurred, including but not limited to, airline/mass transit tickets, hotel reservations and so on.


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School: Certstaffix Training

Certstaffix Training

Certified Staffing Solutions specializes in providing computer training and instructors nationwide. Our instructors are professional trainers and utilize hands-on exercises to reinforce lecture. Each averages more than 5 years delivering classes to business professionals.

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