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Copyright informationITIL and IT Infrastructure Library are (registered) trade mark of AXELOS Limited, used under permission of AXELOS Limited.All rights reserved. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited.The information contained in this classroom material is subject to change without notice. This material contains proprietaryinformation that is protected by copyright. No part of this material may be photocopied, reproduced or translated to anotherlanguage without the prior consent of ITpreneurs Nederland B.V.Copyright ITpreneurs. All rights reserved.

ITIL 4 - The New ITIL ITIL 4 will play a role in supporting individuals and organizations to navigatethe Fourth Industrial Revolution - so this is ITIL 4. The purpose of ITIL 4 is to provide organizations with comprehensiveguidance for the management of information technology in the modern serviceeconomy.ITIL 4 Foundationwill be launched inFebruary 2019Copyright ITpreneurs. All rights reserved.

Key questions from a CIOSome key questions CIOs are dealing with:1.2.3.4.5.How realizing value for ALL stakeholders involved?How to get aligned with the more demanding business needs?How to optimize the work flow?How to create more reliable solutions?How to keep my staff motivated and prepared for the challengesCopyright ITpreneurs. All rights reserved.

ITIL Guiding PrinciplesFocus on valueStart where you areProgress iteratively with feedbackCollaborate and promote visibilityThink and work holisticallyKeep it simple and practicalOptimize and automateCopyright ITpreneurs. All rights reserved.

Co-creation of valuePROVIDERS AND CONSUMERS CO-CREATE VALUEMore and more, organizations recognize that value is co-created through an activecollaboration between providers and consumers, as well as other organizations that arepart of the relevant service relationships.Organizations whodeliver services arereferred to as serviceproviders.Copyright ITpreneurs. All rights reserved.Those to whom servicesare delivered arereferred to as serviceconsumers.

Processes evolved to PracticesGeneral management practices Architecture managementContinual improvementInformation security managementKnowledge managementMeasurement and reportingPortfolio managementOrganizational change managementProject managementRelationship managementRisk managementService financial managementStrategy managementSupplier managementWorkforce and talent managementCopyright ITpreneurs. All rights reserved.Service management practices Availability managementBusiness analysisCapacity and performance managementChange controlIncident managementIT asset managementMonitoring and event managementProblem managementRelease managementService catalogue managementService configuration managementService continuity managementService designService deskService level managementService request managementService validation and testingTechnical management practices Deployment management Infrastructure and platform management Software development and management

The ITpreneurs PerspectiveTogether, we deliver an interactive course that is fun to teach, engaging toparticipate and will provide the practical knowledge to understand theimplementation of ITIL 4 concepts in real scenarios and will result in candidates’ability to pass the exam.Copyright ITpreneurs. All rights reserved.

Choice - available to you for our ITIL 4 portfolioProPremiumSelectITpreneurs QualityCourseware supplementedwith additional referencematerials and tools thatlearners can use in theirworkplace.Premium QualityCourseware – highlyinteractive content, casestudy driven trainingprogram with a full range ofextra options.ITpreneurs QualityCourseware that will preparelearners optimally for takingand passing their ITIL 4Foundation exam.Copyright ITpreneurs. All rights reserved.

Three Variants, Three Delivery MethodsSelectEverything needed tounderstandITIL 4 and pass the examGroup basedInteractiveclassroomBlendedlearning, anoptimal mix ofself paced andgroup basedlearningIndividualonline selfpacedProPass the exam and apply ITIL ina real world contextPremiumThe most optimal learningexperienceITIL 4 FoundationInstructor Led SelectITIL 4 FoundationInstructor Led ProITIL 4 FoundationInstructor Led Premium2-day classroom learningprogram2 or 2.5 dayclassroom learning program2 or 2.5 dayclassroom learning programITIL 4 FoundationBlended Learning SelectITIL 4 FoundationBlended Learning ProITIL 4 FoundationBlended Learning Premium10-hours self paced learningand 1 day (virtual) classroom10-hours self paced learningand 1 day (virtual) classroom10-hours self paced learningand 1 day (virtual) classroomITIL 4 FoundationOnline Learning SelectITIL 4 FoundationOnline Learning ProITIL 4 FoundationOnline Learning Premium16-hours self paced learning16-hours self paced learning16-hours self paced learningCopyright ITpreneurs. All rights reserved.

ITIL Foundation “Pro” ITpreneurs ITIL 4 Pro courseware helps learners to pass their exam and helpsthem to understand what ITIL 4 means in the context of the real world of thelearner. The “Pro” variant further includes additional learning tools to enhance theexperience of the learner. This includes pre-course reading materials, preassessment, practice questions, and a quick reference card. A comprehensive case study (Axle Car Hire) is integrated in the course,building a real world connect, and presenting challenges to the learner theywill also face every day.Copyright ITpreneurs. All rights reserved.

Course ModulesModule # 1: Course IntroductionModule # 2: Service Management: Key ConceptsModule # 3: The Guiding Principles and GovernanceModule # 4: The Four Dimensions of Service ManagementModule # 5: The ITIL Service Value System - Service Value ChainModule # 6: Continual ImprovementModule # 7: PracticesCopyright ITpreneurs. All rights reserved.

Agenda Day 1DAY 1Time per section (minutes)9:0010:00 Introduction and Recap of ITIL 4 based on pre-reading6010:0010:30 Service Management: Key Concepts part 13010:3010:45 Morning Tea1510:4511:40 Service Management: Key Concepts part 25511:4012:40 The Guiding Principles part 16012:4013:30 LUNCH5013:3014:10 The Guiding Principles part 24014:1015:20 The Four Dimensions of Service Management7015:2015:35 Afternoon Tea1515:3516:40 The Service Value System and Service Value Chain6516:4017:00 Questions / Debrief Day 1 / Homework20Copyright ITpreneurs. All rights reserved.

Agenda Day 2DAY 2Time per section (minutes)9:009:309:30 Review of Day 1 / Homework3010:10 The Service Value System and Service Value Chain4010:1010:25 Morning Tea1510:2511:10 Continual Improvement4511:1012:10 The ITIL Practices Part 16012:1013:00 LUNCH5013:0014:30 The ITIL Practices Part 29014:3014:45 Afternoon Tea1514:4516:00 The ITIL Practices Part 37516:00Day 2 Wrap up / Exam Preparation Guide/ Mock Exam /17:00 Advice60Copyright ITpreneurs. All rights reserved.

ITIL 4 and pass the exam Pro Pass the exam and apply ITIL in a real world context Premium The most optimal learning experience ITIL 4 Foundation Instructor Led Select 2-day classroom learning program ITIL 4 Foundation Instructor Led Pro 2 or 2.5 day classroom learning program ITIL 4 Foundation Instructor Led Premium 2 or 2.5 day