ITIL® 4 Foundation

This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services.

It also prepares delegates for the ITIL Foundation certificate examination. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Outline

ITIL 4 Foundation

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor

• Key concepts of value creation

• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management

• The nature, use and interaction of 7 ITIL guiding principles; Focus on value; Start where you are; Progress iteratively with feedback; Collaborate and promote visibility; Think and work holistically; Keep it simple and practical; Optimize and automate

• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes

• The ITIL service value system

• The service value chain, its inputs and outputs, and its role in supporting value streams

• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support

• Detail of how the following ITIL practices support the service value chain: –  Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management;  Service desk; Service level management

• The purpose of the following ITIL practices: – Information security management; Relationship management; Supplier management; Availability management; Capacity and performance management; Service configuration management;    IT asset management; Business analysis; Service continuity management; Deployment management; Monitoring and event management; Release management

Assessment

• Exam time: 60 minutes

• Multiple-choice style: 40 questions

• Pass mark: (26/40) 65% or more

• Closed-book exam (i.e. no reference materials are allowed during the exam)

• Peoplecert emails your official results and e-certificate approximately 2 business days after completing the exam

What's Included

• 3-days training and exam preparation from an accredited ITIL trainer

• Course notes, presentation slides, diagrams and sample examination papers

• Official ITIL 4th Edition course manual (e-book)

• ITIL Foundation exam voucher (valid for 12 months)

• 1-month MyAxelos membership for free (on passing the exams)

• Exam Pass Guarantee – if you do not pass the exam after attending this training course with us, you will be eligible to attend the same training again for free. All that will be payable is the examination fee which is charged by the examination board.