GamingWorks – MarsLander® II & ITIL® 4 Foundation

This courseware is available in a Virtual Classroom configuration.

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move…

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Certificate None
Duration 3 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor Simagine
Languages English

What is included in GamingWorks – MarsLander® II & ITIL® 4 Foundation

Course Description

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

This 2.5 day ITIL® 4 Foundation “Pro” classroom course integrates GamingWorks’ MarsLander II ITSM simulation into the training program and provides a unique action-driven learning program. A perfect blend of classroom training and business simulation exercises ensures participants fully comprehend the ITIL concepts and are also able to apply them in a real-world context. 

The classroom lectures help participants understand the key concepts of service management, the ITIL 4 service management framework, and prepare for the ITIL® (4) Foundation exam.  The MarsLander II business simulation allows participants to apply the ITIL 4 concepts and practices in a safe environment that resembles their day to day activities. Participants realize the importance of visual communication, get introduced to lean and agile principles, and deal with a dynamic and rapidly changing environment.

The default option for the ITIL 4 course with MarsLander II simulation is a 2.5 day training session. The 3 rounds of the simulation are played in between classroom lectures. At the end of the third day there is a possibility to schedule and take the ITIL Foundation exam. 

Course Information

Certification: None

Duration: 3 Days

Domain: Solution Development and Deployment

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: Simagine

Available Languages: English

Purchase Options: Pay Per Use Courseware

Audience

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles: 

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators
  • Anyone working in a Devops team

Learning Objectives

At the end of the Foundation course, participants will be able to:

  • Understand the key concepts of ITIL service management.
  • Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
  • Understand the four dimensions of ITIL service management. 
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.  
  • Understand the key concepts of continual improvement.
  • Learn the various ITIL practices.

At the end of the MarsLander II simulation, participants will be able to:

  • Understand the importance of working together
  • Realize that a better communication strategy helps all involved parties to increase the value that needs to be delivered
  • Analyze different scenarios based new situations, and apply the theory in the right way depending on the situation participants are in
  • Explore and experience how Agile, Lean and DevOps ways of working can help improving delivering services, together with experience the consequences for participants own organization and team
  • Discover the key fail and success factors of a transformational journey
  • Find the best approach to transfer participants organization from the traditional ITSM structure towards a more flexible and high performing one.

Course Outline

Module 1: Course Introduction

  • Let’s Get to Know Each Other
  • Course Overview
  • Course Learning Objectives
  • Course Structure
  • Course Agenda
  • Introduction to IT Service Management in the Modern World
  • Introduction to ITIL 4
  • Structure and Benefits of ITIL 4
  • Case Study: Axle Car Hire
  • Case Study: Meet the Key People at Axle
  • Case Study: The CIOs Vision for Axle
  • Exam Details
  • ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
  • Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

  • Intent and Context
  • Identifying Guiding Principles
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • The Seven Guiding Principles
  • Applying the Guiding Principles
  • Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of Service  Management

  • Intent and Context
  • The Four Dimensions
  • Key Terms Covered in the Module
  • The Four Dimensions and Service Value System
  • Module Learning Objectives
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and Pestle Model
  • Exercise: Multiple-Choice Questions

Module 5: Service Value System

  • Intent and Context
  • Service Value System and Service Value Chain
  • Module Learning Objectives
  • Overview of Service Value System
  • Overview of the Service Value Chain
  • Exercise: Multiple-Choice Questions

Module 6: Continual Improvement

  • Intent and Context
  • Key Terms Covered in the Module
  • Introduction to Continual Improvement
  • Module Learning Objectives
  • The Continual Improvement Model
  • Relationship between Continual Improvement and Guiding Principles
  • Exercise: Multiple-Choice Questions

Module 7: The ITIL Practices

  • Intent and Context
  • ITIL Management Practices
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • The Continual Improvement Practice
  • The Change Control Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practice
  • Purpose of ITIL Practices
  • Exercise: Crossword Puzzle

Available Courseware For GamingWorks – MarsLander® II & ITIL® 4 Foundation

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Learner Coursebook

Coursebook with all the relevant information required for the learner to take and pass the exam.

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Course Agenda

Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.

Delivery is subject to EdCast Marketplace terms and conditions.

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank