ITIL® 4 Foundation Certificate In IT Service Management

Overview

The ITIL® 4 Foundation Certificate course provides comprehensive first-level training for anyone involved in provision, support, or delivery of IT-enabled services in a modern digital organisation.

It teaches the fundamentals of the very latest version of the most widely adopted guidance on IT service management (ITSM) in the world.

ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organisation work together as a system to enable value creation.

The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.

The course comprises interactive learning sessions, exercises that reinforce the knowledge gained and practice exam questions.

In preparation for taking the exam, delegates will need to plan to spend 90-120 minutes each evening on revision and example examination questions.

Objectives

At the end of this three-day course, attendees will have an understanding of the following:

• Key concepts in the ITIL 4 framework that build upon Lean, Agile, DevOps and other practices, and how these enable business value to be co-created

• The seven guiding principles of ITIL 4

• ITIL service value system

• The four dimensions of service management

• The ITIL practices with a focus on 15 of these, of which 7 will be covered in detail

Target  Audience

This course is aimed at all levels of IT professionals, customers, and users involved in the provision or receipt of IT Services in any organisation.

Additional Information

The course culminates in a one-hour multiple-choice examination for the ITIL 4 Foundation Certificate and is a pre-requisite for the further training in ITIL 4. The exam is multi-choice. There are 40 questions to be completed in 60 minutes. The pass mark is 26 correct answers from 40 (65%).

PeopleCert exams take place remotely via PeopleCert Online Proctoring. When booking your exam please ensure that it is for a time after the course has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test prior to sitting the exam.

Prerequisites

Learners undertaking this course will be provided with an eBook of the official course manual to support their learning, instructions on how to access the eBook will be provided with the course joining instructions.

Please ensure you bring a device such as a mobile phone, tablet or laptop to access your course material on, as you will need this for use in the evenings to help with knowledge retention and exam preparation.

Mobile devices are not required for use in the classroom itself. For open book exams learners are permitted to use a second device to access the official course manual, the use of dual monitors is not permitted during the exam.

ITIL 4 Foundation Certificate Pre-Course Work

You will be provided with pre-course work by email prior to attending the course. Your success on the course will be enhanced by close attention to these pre-course materials. It is recommended that you spend 1 hour working through the pre-course work.