ITIL® 4 Foundation

None, although a familiarity with IT service delivery will be beneficial.

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 "Pro" is a 3-days 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. In addition, the "Pro" edition offers a rich learning experience that helps the participants relate ITIL® to their own work environment.

The course includes a case study (based on a fictitious organization, "Axle Car Hire") that will help the participants understand and experience the ITIL® 4 guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.

Course Agenda:

Day 1:

Module 1 Course Introduction and Recap of ITIL® 4 based on pre-course reading
Module 2 Service Management: Key Concepts
Module 3 The Guiding Principles
Module 4 The Four Dimensions of Service Management
Module 5 The Service Value System - Part 1

Day 2:

Module 5 The Service Value System - Part 2
Module 6 Continual Improvement
Module 7 The ITIL® 4 Practices – Part 1

Day 3:

Module 7 The ITIL® 4 Practices - Part 2
Exam Preparation Guide/Mock Exam

Module 1: Course Introduction

• Let’s Get to Know Each Other
• Course Overview
• Course Learning Objectives
• Course Structure
• Course Agenda
• Introduction to IT Service Management in the Modern World
• Introduction to ITIL® 4
• Structure and Benefits of ITIL® 4
• Case Study: Axle Car Hire
• Case Study: Meet the Key People at Axle
• Case Study: The CIOs Vision for Axle
• Exam Details
• ITIL® 4 Certification Scheme

Module 2: Service Management: Key Concepts

• Intent and Context
• Key Terms Covered in the Module
• Module Learning Objectives
• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks
• Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

• Intent and Context
• Identifying Guiding Principles
• Key Terms Covered in the Module
• Module Learning Objectives
• The Seven Guiding Principles
• Applying the Guiding Principles
• Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of Service Management

• Intent and Context
• The Four Dimensions
• Key Terms Covered in the Module
• The Four Dimensions and Service Value System
• Module Learning Objectives
• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model
• Exercise: Multiple-Choice Questions

Module 5: Service Value System

• Intent and Context
• Service Value System and Service Value Chain
• Module Learning Objectives
• Overview of Service Value System
• Overview of the Service Value Chain
• Exercise: Multiple-Choice Questions

Module 6: Continual Improvement

• Intent and Context
• Key Terms Covered in the Module
• Introduction to Continual Improvement
• Module Learning Objectives
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles
• Exercise: Multiple-Choice Questions

Module 7: The ITIL® Practices

• Intent and Context
• ITIL® Management Practices
• Key Terms Covered in the Module
• Module Learning Objectives
• 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
• Purpose of ITIL® Practices
• Exercise: Crossword Puzzle

Course Delivery: Classroom

Exam Format:

• Closed-book format
• Web-Based
• Participants may bring scratch paper

Questions: 40 multiple choice questions
Passing Score: 65%

Exam Duration:

60 minutes
15 minutes extra time for non-native english speakers.

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