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ITIL4® Foundation
COURSE OVERVIEW
ITIL 4 Foundation Course Outline
- Key Concepts of Service Management
Service
Utility
Warranty
Customer
User
Service management
Sponsor
- Key Concepts of Value Creation
Cost
Value
Organization
Outcome
Output
Risk
Utility and Warranty
- Key Concepts of Service Relationships
Service offering
Service relationship management
Service provision
Service consumption
- Seven 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
- Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
- Components of the ITIL Service Value System
Plan
Improve
Engage
Design & Transition
Obtain/Build
Deliver and Support
- ITIL Practices
General Management Practices
Service Management Practices
Technical Management Practices
- How Key ITIL Practices Fit within the Service Value Chain
Continual Improvement
Change Control
Incident Management
Problem Management
Service Request Management
Service Desk
Service Level Management
LEARNING OUTCOMES
The course is designed as an introduction to ITIL and enables you to understand how an integrated ITSM framework can be utilized to achieve IT business integration, cost reductions and increased productivity. The agenda includes:
- 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 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.
The course prepares you for the examination leading to the Foundation Certificate in IT Service Management. This certification is the prerequisite for the Intermediate and Expert levels of ITIL certification.
WHO SHOULD ATTEND
- Individuals who want a basic understanding of the ITIL® Framework and how it may be used to enhance the quality of IT Service Management within an organisation.
- For IT professionals who are working within an organisation that has already adopted and adapted ITIL®, but who need to be informed about how they can contribute to an on-going service improvement programme.
- Those interested in controlling IT costs, improving IT service quality, and balancing IT resources. All IT professionals, IT project managers, IT managers, IT project or team members, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions
PREREQUISITES & EXAMINATION FORMAT
PREREQUISITES
There are no mandatory prerequisites, however it is recommended that you read through the ITIL4 Foundation syllabus prior to the start of the course. Work experience in IT services is recommended.
Examination Format
- Questions:40 Multiple Choice Questions (MCQs)
- Passing Score: 65%, 26 out of 40 marks required to pass
- Exam Duration: 60 minutes, 15 minutes extra for non-native English speakers
- Exam Format: Closed book.
- Proctoring: Live/Webcam
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