Requirements

NA

Overview

This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.

ITIL 4®  Foundation enables candidates to look at IT Service Management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.

ITIL 4®  Foundation equips candidates with:

  • A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
  • The guiding principles of ITIL 4® 
  • The four dimensions of Service Management
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
  • How ITIL practices described in ITIL 4®  will maintain the value and importance provided by the current ITIL®  processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Who is ITIL 4®  Foundation for:

ITIL 4®  Foundation is suitable for individuals who require a basic understanding of the ITIL®  framework and how it may be used to enhance the quality of IT service management within an organization. The certification also applies to IT professionals who work within an organization that has adopted ITIL®  and so need to be aware of and contribute to the overall service improvement programme.

ITIL 4®  continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with, and leads the wider business strategy.

Exam is obligatory:
Single-choice test consisting of 40 questions
The duration of the exam: 75 minutes (an additional 15 minutes for non-native language candidates for ITIL® )
To pass the exam, it is necessary to obtain a minimum of 26 points out of 40.

 

Course Outline

ITIL 4®  OVERVIEW
  • Introduction to ITIL® 
  • Key Concepts of ITIL® 
THE ITIL®  FRAMEWORK
  • The Four Dimensions of Service Management
  • The ITIL®  Service Value System
 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
  • Optimize and Automate
THE ITIL SERVICE VALUE SYSTEM
  • Governance
  • The Service Value Chain
  • Continual Improvement
KEY ITIL PRACTICES
  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management
OTHER ITIL PRACTICES AND PREPARING  TO THE EXAM
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

 

ITIL® is registered trademarks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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