ITIL® V4 Foundation Training Course

Overview 

The ITIL® V4 Foundation course is the initial course in the ITIL® training and examination scheme. The purpose of the Foundation course and qualification is to introduce students to the essential concepts associated with ITIL® V4 and prepare students to take the ITIL® V4 Foundation Certificate in IT Service Management.

 The course will give students an understanding of the common language and key concepts of ITIL®. Furthermore, the qualification will enable students to progress onto more specialised ITIL® V4 courses and qualifications. 

Audience

• The target group for the ITIL® V4 Foundation Certificate in IT Service Management is:

• Individuals at the start of their journey in Service Management.

• ITSM Managers and aspiring ITSM Managers. 

• Individuals working in other parts of IT (digital, product or development) with interface to the service delivery.

• Existing ITIL qualification holders wishing to update their knowledge.

• This may include but is not limited to IT Professionals, Business Managers and Business Process Owners.

Prerequisites & Exam Information

Whilst this course has no specific pre-requisites, it is assumed that students will have a basic understanding of IT and IT concepts.

The course prepares delegates for the 1-hour online examination. This examination takes the form of a closed book, multiple choice exam comprising of 40 questions.  The pass score is 65% (26 out of 40)

Exams take place remotely via PeopleCert Online Proctoring which can either be booked directly by yourself or your trainer will organise for you. 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.  Please see attached document and talk to your IT Department regarding any concerns about firewalls and permissions. 

PeopleCert ExamShield Technical Details 

Learning Objectives

• By actively participating in this course, you will learn about the following:

• Understand the key concepts of service management.

• Understand how the ITIL® guiding principles can help an organisation adopt and adapt service management.

• Describe the nature, use and interaction of the seven guiding principles.

• Understand the purpose and components of the ITIL® service value system.

• Understand the activities of the service value chain and how they interconnect , and describe the inputs , out puts and purpose of each value chain activity. 

• Recall the purpose of the ITIL® practices.

Course Contents

• Key Concepts of Service Management

• The 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.

• Optimise and automate.

The purpose and components of the ITIL® service value system.

The activities of the service value chain and how they interconnect.  Describe the inputs, outputs and purpose of each value chain activity:

• Plan

• Improve

• Engage

• Design and transition

• Obtain/build

• Delivery & Support

Recall the purpose of the following ITIL® V4 Practices

• Information security management 

• Relationship management

• Supplier management

• IT asset management

• Monitoring and event management

• Release management

• Service configuration management

• Deployment management

• Continual improvement

• Change control

• Incident management

• Problem management

• Service request management

• Service desk

• Service level management

The following ITIL® practices are covered in more detail:

• Continual improvement

• Change control

• Incident management

• Problem management 

• Service request management 

• Service desk

• Service level management