ITIL® 4 Foundation

Who is the training for?

The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL® and/or other sources of industry best practice and wish to learn about ITIL® 4.

This course can be beneficial for the following roles:

IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators

Level reached

Advanced

Duration

2,00 day(s)

Language(s) of service

EN FR

Next session

Contact the training provider

Prerequisites

None, although a familiarity with IT service delivery will be beneficial.

Goals

At the end of this course, participants will be able to:

Understand the key concepts of ITIL® service management.
Understand how ITIL® guiding principles can help an organization to adopt and adapt ITIL® service management.
Understand the four dimensions of ITIL® service management.
Understand the purpose and components of the ITIL® service value system, and activities of the service value chain, and how they interconnect.
Understand the key concepts of continual improvement.
Learn the various ITIL® practices and how they contribute to value chain activities.

ITIL® 4 is built on the established core of best practice in the ITIL guidance. ITIL® 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL® 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The ITIL® 4 Foundation is a 2-days classroom room based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL® 4 service management framework and prepare for the ITIL® 4 Foundation exam.

The course includes a case study (based on a fictitious organization, "Axle Car Hire") that will help the participants understand and experience the ITIL® 4 guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.

Course Agenda:

Day 1:

Module 1: Course Introduction
Module 2: Key Concepts of Service Management
Module 3: Key Concepts of ITIL4
Module 4: Guiding Principles

Day 2:

Module 5: ITIL4 Management Practices
Module 6: Course Review and Exam Preparation / Mock Exam

Points covered

Module 1: Introduction to ITIL4

Module 2: Key Concepts of Service Management
2.1 The concept of value
2.2 Stakeholder and service consumer roles Module
2.3 Service offerings
2.4 Creating value with services

Module 3: Key Concepts of ITIL4
3.1 Four dimensions of service management
3.2 ITIL service value system
3.3 Service value chain

Module 4: Guiding Principles
4.1 Introduction to the guiding principles
4.2 Using the guiding principles

Module 5: ITIL 4 management practices
5.1 Purpose of the ITIL practices
5.2 Overview of eight ITIL practices
5.3 Key management practices, Part 1
5.4 Key management practices, Part 2
5.5 Key management practices, Part 3

Module 6: Course Review
Recap of key terms and concepts
Sample paper 1
Sample paper 2
Guidelines for taking the certification exam