ÚjITIL®4 Foundation Training with Marslander Business Simulation Game + Exam

ITIL version 3 has supported the design, management and improvement of IT service management processes for nearly a decade. To keep pace with the constant and rapid changes in the business and IT world, the new ITIL 4 edition was released in February 2019, extending the capabilities of previous versions and providing a practical and flexible foundation for organisations to support digital transformation. The agile approach, already familiar and successful in other areas, and the DevOps principles that support the linking of operations-development-business have been integrated organically into the new ITIL 4 framework.

The goal of the official, accredited course is to familiarise participants with the concept, building blocks and operation of IT service management, the recommendations and solutions provided by ITIL® 4, and to enable them to interpret and support IT service management solutions at a basic level and to speak the same language both within the organisation and with suppliers.

The course is extended with the G2G3 MarsLander® simulation game, which aims to familiarise participants with the concept, building blocks and operation of IT service management, the recommendations and solutions provided by ITIL® 4, and to enable them to interpret and support IT service management solutions at a basic level and to speak the same language both within the organisation and with suppliers. More information

The course provides the prerequisites for higher level specialist training (Managing Professional or Strategic Leader) and also helps to prepare for the ITIL® 4 Foundation exam. The exam voucher is included in the training fee and it can be redeemed within 12 months for online proctored ITIL4 Foundation exam at PeopleCert`s portal. More information

Who should attend?

The course is primarily designed for managers, IT managers, IT team members, project managers, help-desk or customer service representatives, business analysts who do not have prior IT service management (ITIL) knowledge and would like to learn the basics and prepare for the official exam. It will also be useful for people working in quality management, finance and HR to get an idea of how IT and business work together.

What You will learn?

The course will help participants to understand:

• Key IT service management concepts
• How ITIL guiding principles can help and organization to adopt and adapt service management
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL practices
• Try and know how to use ITIL framework and principles in practice (during the simulation game)
• Preparation, tips and hints for the ITIL4 foundation examination

• What's new in ITIL®4, main areas of change, new features (what has changed compared to ITILv3)
• Integration of Agile, DevOps and Lean into the ITIL®4 framework
• The 4th Industrial Revolution ITIL®4 in relation to the full service
• Presentation of the MarsLander® simulation (a practical approach to next generation ITSM)
• Introduction to the service management definitions: service management, value, people and organisation, services and products, service offering, service relationship management, outcomes, costs, risks, benefits and guarantees
• The 4 dimensions of service management: organisations and people, information and technology, partners and suppliers, value streams and processes), PESTLE analysis, applying the 4 dimensions
• The service value system (SVS): the service value system, opportunity, need and value, accountable management)
• Specificity, use and interplay of the 7 ITIL principles: focus on value; start where you are; iterative progress with feedback; foster collaboration and visibility; think and work holistically; strive for simplicity and be practical; optimise and automate
• The service value chain: inputs, outputs and their role in supporting the value stream, the elements of the service value chain: design, development, engagement, planning and implementation, acquisition/construction, delivery and support, value streams
• Systemic development and its model: what is our vision, Where are we now? Where do we want to go? What do we need to do to get there? Take Action! Have we achieved what we wanted? How do we keep the momentum?
• Presentation of general (business) management practices: 14 general management practices focusing on the overall capabilities of the value chains
• Presenting service management practices: 17 practices of service management management - common goals, value chains in other approachesPresenting technical management practices: 3 technical management practices - using technology and technology as a service component
• ITIL®4 implementation options in practice (where, how and when to use it)
• ITIL®4 certification system structure, exam information and exam preparation

MarsLander simulation game:

The MarsLander simulation game consists of 4 rounds where you have to play different roles, individually and in teams, to plan the Mars mission, launch the spacecraft, solve unexpected situations during the journey, land and explore Mars. During the course, you will also learn and try out the practical solutions provided by ITIL 4 and agile service management through the MarsLander simulation game.

The simulation is designed to impart knowledge that can be learned through experience, helping the IT organization to embrace ITIL®4 based, agile and even Lean near-centric thinking:

• What is the next generation of ITSM (ITIL®4) all about?
• How to increase the "speed" of your organization by improving workflow?
• How can we improve the efficiency of our workflow?
• How to work more closely and effectively with the development team?
• How can we improve our service by applying the "Minimum Viable Services" principle?
• How can we become a flexible service organisation that responds quickly to changing needs?
• How to become customer oriented and think with the customer in mind?
• How to effectively manage workload (end-to-end) and avoid unplanned work?
• How to increase customer and employee satisfaction?
• How can next generation ITSM be leveraged to deliver business value?
• How to drive continuous improvement across the entire service value chain?

The course will also help you prepare for the ITIL 4 Foundation exam. The exam is a 40-question test with a pass mark of 65%. Upon successful completion of the exam, you can obtain the ITIL 4 Foundation certification. The exam voucher is included in the training fee and it can be redeemed within 12 months for online proctored ITIL4 Foundation exam at PeopleCert`s portal. More information... The ITIL 4 Foundation Certification must be renewed every three years.

None. Previous IT management, project management, operational experience is recommended. As ITIL 4 terminology and official materials, exams and presentation are in English, English language skill is required.

For participating the training online (LVC), you need to provide the following software and hardware requirements:

• Desktop PC or laptop with a microphone and a headphone (or speakers)
• Broadband internet connection
• Microsoft Windows 10 or higher, or latest Linux or MacOS software
• Microsoft Teams application or browser-based Teams
• Microsoft Office (Excel, Word) or equivalent office tools
• PDF Reader