ITIL® 4 Foundation including exam

ITIL® 4 FOUNDATION - INCLUDING EXAM

Course Code ILFN4

Duration 3 days

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COURSE OVERVIEW

This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL4 best practice service value system featured in the latest 2019 guidelines.

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TARGET AUDIENCE

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

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COURSE OBJECTIVES

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 ITIL4 foundation examination - Sample papers are set during the class by instructors to take during the class or as homework exercises.

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COURSE PREREQUISITES

There are no pre-requisites for this course

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TESTING AND CERTIFICATION

Recommended preparation for exam(s):

• ITIL4 Foundation Certificate in IT Service Management

This is a pre-requisite for other ITIL4 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

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FOLLOW ON COURSES

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

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COURSE CONTENT

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

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FURTHER INFORMATION

ITIL® is a registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

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

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Note - This course is delivered via our training partner Global Knowledge.

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