ITIL® 4 Foundation Blended Virtual Classroom
At the end of this course, participants 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.
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.
The ITIL® (4) Foundation Blended Virtual Classroom course provides an optimal blend of (virtual) classroom interaction and self learning. This course includes 8 hours of virtual classroom (instructor-led) training. It also includes course videos and Course Book, which provides an opportunity for participants to stimulate their learning experience through self learning. The rich learning experience is supported by additional learning material such as post-course reading and a set of quick reference cards.
This course is 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.
Session 1: 4 hours
Pre-reading for Session 1:
ITIL 4 Trail: Introduction to ITIL 4 (Course Book – Module 1)
ITIL 4 Trails - Service Management: Key Concepts (Course Book – Module 2)
ITIL 4 Trails - The ITIL® Guiding Principles (Course Book – Module 3)
ITIL 4 Trails - The Four Dimensions of Service Management (Course Book – Module 4)
Module 1 Course Introduction and revision of ITIL® 4 core concepts
Module 2 Service Management: Key Concepts
Module 3 The Guiding Principles
Module 4 The Four Dimensions of Service Management
Session 2: 4 hours
Pre-reading for Session 2:
ITIL 4 Trails - The ITIL® Service Value System and Service Value Chain (Course Book – Module 5)
ITIL 4 Trails - Continual Improvement (Course Book – Module 6)
ITIL 4 Trails - The ITIL® Practices (Course Book – Module 7)
ITIL 4 Trails - ITIL 4 Foundation Exam Preparation (Course Book – Exam Preparation Guide)
Module 5 The Service Value System
Module 6 Continual Improvement
Module 7 The ITIL® 4 Practices
Course Delivery: Blended Virtual Classroom
Trail 1: Introduction to ITIL® 4
Trail 2: Service Management: Key Concepts
Trail 3: The ITIL® Guiding Principles
Trail 4: The Four Dimensions of Service Management
Trail 5: The Service Value System and Service Value Chain
Trail 6: Continual Improvement
Trail 7: The ITIL® Practices
Module 1: Course Introduction
Module 2: Service Management: Key Concepts
Module 3: The ITIL® Guiding Principles
Module 4: The Four Dimensions of Service Management
Module 5: The Service Value System and Service Value Chain
Module 6: Continual Improvement
Module 7: The ITIL® Practices
Case Study: Axle Car Hire
Exam Preparation Guide
Sample Paper 1
Sample Paper 2
Appendix A: Syllabus
Appendix B: Glossary
Appendix C: Release Notes
Appendix D: Participant Feedback Form
Introduction to ITIL® 4
Integrating ITIL® 4 with Other Frameworks, Methodologies, and Practices
ITIL® Practices and Service Value System
Examples of ITIL® 4 Concepts
ITIL® 4, Agile, and DevOps
Quick Reference Cards:
Key Concepts of Service Management
Four Dimensions of Service Management Practice
The ITIL® Guiding Principles
The ITIL® Service Value Chain
The ITIL® Practices: Purpose
The Seven Core ITIL® Practices
U wien adresséiert sech d'Formatioun?
The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or 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 can be beneficial for the following roles:
- IT Support Staff
- IT Consultants
- Business Managers
- Business Process Owners
- IT Developers
- Service Providers
- System Integrators
None, although a familiarity with IT service delivery will be beneficial.
- Closed-book format
- Online Web Proctored
- Participants may bring scratch paper
Questions: 40 multiple choice questions
Passing Score: 65%
15 minutes extra time for non-native english speak
ITIL® 4 Foundation Certificate. The ITIL® 4 Foundation exams are delivered by PeopleCert
Courses you can take after this course include:
- DASA DevOps Fundamentals
- The Phoenix Project Simulation Game
- LITA Lean IT foundation