ITIL® 4 Foundation - Including Exam

This course is aimed at all levels of IT professional and those involved in designing, building, delivering and managing modern digital products and services.

The course will help students to understand:

• Key IT service management concepts
• How ITIL® guiding principles can help and organization to adopt and adapt service management 
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL® practices
• Preparation to sit the ITIL® 4 foundation examination

• 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;  Service configuration management; IT asset management; Business analysis; Deployment management; Monitoring and event management; Release management  

There are no pre-requisites for this course

 

The “ITIL® 4 Foundation Certificate in IT Service Management” is a pre-requisite for other ITIL® 4 qualifications.  The examination is a 1 hour, closed book, multiple choice of 40 questions. The pass mark is 65% (26 out of 40) 

Cost of the exam is included in the course fee. 

• ITIL4CDS, ITIL® 4 Specialist: Create, Deliver, Support + exam
• ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + exam
• ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + exam
• ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + exam
• ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + exam