ITIL® 4 Foundation

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

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

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

Course Delivery: Classroom

Exam Format:

• Closed-book format
• Web-Based
• Participants may bring scratch paper

Questions: 40 multiple choice questions
Passing Score: 65%

Exam Duration:

60 minutes
15 minutes extra time for non-native english speakers.

ITIL® 4 Foundation Certificate. The ITIL® 4 Foundation exams are delivered by PeopleCert

Courses you can take after this course include:

ITIL Managing Professional (MP)
ITIL Strategic Leader (SL)
ITIL Practice Manager (PM)