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ITIL 4 Foundation

E-learning Available
Full Time

Information Technology Infrastructure Library (ITIL ®) is a widely adopted body of knowledge and best practice framework for service management worldwide. ITIL 4 has evolved from the current version (ITIL v3) by re-shaping much of the established ITSM practices in the wider context of: customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps. 

ITIL 4 provides practical and flexible guidance to support organizations on their journey to digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy. 

This 2-day session will equip participants in the first ITIL 4 publication and the latest evolution of the most widely adopted guidance for ITSM. 

LEARNING OBJECTIVES 

This two-day workshop will enable participants to:

    • Be familiar with the key concepts of service management.
    • Appreciate how the ITIL guiding principles can help an organization adopt and adapt service management. 
    • Understand the four dimensions of service management.
    • Recognize the purpose and components of the ITIL service value system. 
    • Understand the activities of the service value chain, and how they interconnect.
    • Recognize the purpose and key terms of 15 ITIL practices. 
    • Apply 7 ITIL practices. 
    • Prepare for ITIL 4 Foundation Certification Exam.

WHO SHOULD ATTEND
  • Individuals at the start of their journey in Service Management.
  • ITSM Managers and aspiring ITSM Managers.
  • Individuals working in other parts of “IT” (digital, product development) with a strong interface
    with service delivery.
  • Existing ITIL qualification holders are wishing to update their knowledge. 


PREREQUISITE
There is no prerequisite for this course. It functions as a stand-alone course.

COURSE MATERIALS
Each participant will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions. 

ITIL FOUNDATION CERTIFICATION EXAM
Participants are required to write ITIL 4 Foundation Exam at the end of the course. The exam consists of 40 multiple choice questions, with a passing score of 26, equating to 65%. 

COURSE CONTENT 
  1. Course Introduction and Introduction.  
  2. Introduction to Service Management.
  3. Service Management Concepts. 
  4. Service Value System. 
  5. ITIL Guiding Principles. 
  6. ITIL Practices. 
  7. Wrap up, mock exam and closing. 
  8. ITIL 4 Foundation Exam.