ITIL® 4 Foundation - 2 days course for ITIL experienced
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.
Course description:
The ITIL® (4) Foundation “Pro” is a 2-day 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.
At the end of this course, you 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
Audience:
The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:
- IT Support Staff
- IT Consultants
- Business Managers
- Business Process Owners
- IT Developers
- Service Providers
- System Integrators
Prerequisites:
There are no prerequisites for this course, although basic knowledge of Service Management concepts is helpful.
Course material:
All course material will be delivered digital and consist of:
- Course material with slide sett
- Notebook with sample exams
- Official ITIL Foundation manual
- PodCast which sums up the highlights per day
How to take the exam:
Regular classroom courses:
Paperbased exam at the end of the last course day
Virtual courses:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.
Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
Online Proctoring Guidelines
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course
For both alternatives:
If you fail on your first attempt you receive a free online retake voucher. This can only be conducted online.
Agenda:
-
Module 1: Course Introduction
- Introduction to IT Service Management in the Modern World
- Introduction to ITIL 4
- Case Study: Axle Car Hire
- Case Study: The CIOs Vision for Axle
- Exam Details
Module 2: Service Management: Key Concepts
- Value and Value Co-Creation
- Value: Service, Products, and Resources
- Service Relationships
- Value: Outcomes, Costs, and Risks
Module 3: The Guiding Principles
- The Seven Guiding Principles
- Applying the Guiding Principles
Module 4: The Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors and Pestle Model
-
Module 5: Service Value System
- Overview of Service Value System
- Overview of the Service Value Chain
Module 6: Continual Improvement
- Introduction to Continual Improvement
- The Continual Improvement Model
- Relationship between Continual Improvement and Guiding Principles
Module 7: Overview of ITIL Practices
- Purpose of ITIL Practices
- The Continual Improvement Practice
- The Change Control Practice
- The Incident Management Practice
- The Problem Management Practice
- The Service Request Management Practice
- The Service Desk Practice
- The Service Level Management Practice
-
About the exam:
The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL 4 service management framework. The ITIL® 4 Foundation certificate is awarded on successful completion of the exam.
- The exam is closed book with forty (40) multiple choice questions.
- The pass grade is 65% (26 out of 40 questions).
- The exam lasts 60 minutes
- Extra time (15 min) for non-natives English speakers
How to take the exam:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.
Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
Online Proctoring Guidelines
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course
