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.

After you complete this course you will be able to:

• 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.
• Sit the ITIL® 4 foundation examination - Sample papers are set during the class by instructors to take during the class or as homework exercises.

Service management concepts

Learn the fundamental concepts of service management. What defines a service? What are its components? What is its value to stakeholders?

Service value system

Discover the framework that will help you create, deliver, and manage services, including the Service Value Chain, guiding principles, and governance.

Four dimensions of service management

Explore the four dimensions of effective service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.

Guiding principles

Develop a mindset for adopting ITIL® practices and adapting them to your specific needs with the seven guiding principles of ITIL® 4.

Service Value Chain

Understand how the Service Value Chain helps organisations create value by optimising their activities and resources

ITIL® practices

Employ ITIL® 4 practices to enable working methods aligned to your business strategy, improving the process of service development and supporting user

Continuous improvement

Focus on the central ITIL® 4 concept of continuous improvement, and the ways in which organisations can iterate and adapt their processes and services.

Service Level Agreements

Study the role of SLAs in defining and managing service quality, and the role of service level management in this context.

Key metrics and performance indicators

Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services. 

There are no pre-requisites for this course

Recommended preparation for exam(s):

• ITIL® 4 Foundation Certificate in IT Service Management

This is a pre-requisite for other ITIL® 4 qualifications. The examination is a 1 hour, closed book, multiple choice paper of 40 questions taken after completion of the course - exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.

The pass mark is 65% (26 out of 40)

Cost of the exam is included in the course fee

The following courses are recommended for further study:

• Create, deliver and support
• Drive stakeholder value
• High velocity IT
• Direct, plan and improve
• Digital and IT strategy

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Students will receive fully digital student kit, proctor exam voucher, and a digital core guide as standard