ITIL® 4 Foundation

Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and be prepared to sit the ITIL 4 Foundation Certificate exam, 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.

Inclusions

This course includes a digital copy of the ITIL 4 Foundation Official Guidance handbook, and is supported by additional learning tools such as post-course reading materials and practical material for reference back in the workplace.

A voucher for the ITIL 4 Foundation Exam is also included.

Examination

The ITIL 4 Foundation Exam is an online proctored exam through PeopleCert. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%.

Practice exam papers are provided in the course, and reviewed to assist in preparation. After passing the exam, each student’s certificate will be made available to them via PeopleCert.

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

Having trouble getting away from work to attend a course? We are also running an evening ITIL® 4 Foundation course over 6 weeknights.

What You’ll Learn

After completing the ITIL 4 Foundation 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

Who Is The Course For?

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

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. 

Course Subjects

Introduction to the core concepts of ITIL 4

Key definitions and terminology of the ITIL 4 model

Structure and benefits of ITIL 4

The ITIL Certification path

Service Management: Key Concepts

• Value and Value Co-Creation

• Value: Service, Products, and Resources

• Service Relationships

• Value: Outcomes, Costs, and Risks

The Guiding Principles

• The Seven Guiding Principles

• Applying the Guiding Principles

The Four Dimensions of Service Management

• Organisations and People

• Information and Technology

• Partners and Suppliers

• Value Streams and Processes

• External Factors and Pestle Model

Service Value System

• Overview of Service Value System

• Overview of the Service Value Chain

Continual Improvement

• Introduction to Continual Improvement

• The Continual Improvement Model

• Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

• Purpose of ITIL Practices

• The Continual Improvement Practice

• The Change Enablement Practice

• The Incident Management Practice

• The Problem Management Practice

• The Service Request Management Practice

• The Service Desk Practice

• The Service Level Management Practice

Prerequisites

There are no pre-requisites for the ITIL 4 Foundation course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.