ItIL 4 Foundation

Overview

Learn about ITIL 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in three days!

ITIL is the most widely adopted approach for IT Service Management in the world. 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.

Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance.

In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment.

The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.

This course is supported by additional learning tools such as pre-course reading materials, post-course reading materials, quick reference cards and includes the ITIL 4 Foundation Handbook, containing practical material for reference back in the workplace.

Examination 

This course pricing includes the ITIL 4 Foundation Certificate Exam at the end of day 3 of the course. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%.

Practice exam papers are provided, and reviewed to assist in preparation. The exam is online in the classroom, and the results will be available immediately.

It is highly recommended that you spend 2 hours each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam.

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. This course and the related certification can be beneficial for the following roles:

• IT Managers

• Support Team Leaders

• Technical Support staff

• Service Owners

• Architects

• Project Managers

• Vendor Managers

• Service Desk Supervisors

• Process Owners

• Change Managers

• Service Level Managers

• Problem Managers

• Operations Managers

• IT Consultants

• IT Developers

• Service Providers

• System Integrators

• Managers who interact between the business and IT

Skills Gained

After completing this ITIL training course, students will:

• Understand the key concepts of ITIL service management

• Understand how ITIL guiding principles can help an organisation 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 and how they contribute to value chain activities

Prerequisites

There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

Outline

• Core concepts, definitions and terminology of ITIL 4

• Structure and benefits of ITIL 4

• The ITIL Certification path

• Service Management: Key Concepts

• The Guiding Principles

• The Four Dimensions of Service Management

• Service Value System

• Continual Improvement

• Overview of ITIL Practices

Introduction to the core concepts of ITIL 4

Key definitions and terminology of the ITIL 4 model

• Value and Value Co-Creation

• Value: Service, Products, and Resources

• Service Relationships

• Value: Outcomes, Costs, and Risks

• The Seven Guiding Principles

• Applying the Guiding Principles

• Organisations and People

• Information and Technology

• Partners and Suppliers

• Value Streams and Processes

• External Factors and Pestle Model

• Overview of Service Value System

• Overview of the Service Value Chain

• Introduction to Continual Improvement

• The Continual Improvement Model

• Relationship between Continual Improvement and Guiding Principles

• Purpose of ITIL Practices

• 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

Certification

The course includes the ITIL Foundation online exam which consists of:

• 40 multiple choice questions, 60 minutes duration

• 65% pass mark (26/40)

• Closed book

Sitting your exam

On the last day of your course you will receive an invitation to book your online proctored exam directly with PeopleCert. You have 6 months to schedule and sit your exam online.

Take2 Re-sit Exam Option

PeopleCert provide you with the opportunity to sit your exam knowing that if the outcome is not what you expected, you could have another attempt, at a fraction of the exam price.