ITIL® 4 - Foundation & Certification

• 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 strong interface with service delivery
• Existing ITIL qualification holders wishing to update their knowledge

None. However delegates should have some experiences of IT Service Management

ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

The Foundation module is a prerequisite for the ITIL 4 higher level
qualifications and its primary objectives are to provide participants
with:

• An introduction to the management of modern IT-enabled services
• An understanding of the common ITIL language and key concepts
• An insight into how improve their work and the work of their organizations
• An overview of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working

• Key Concepts of Service Management
  • Value and value co-creation
  • Organizations, service providers, service consumers and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcome, costs and risks
• The Four Dimensions of Service Management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
• The ITIL Service Value System
  • Opportunity, demand and value
  • The ITIL guiding principles
  • Governance
  • Service value chain
  • Practices
  • Continual improvement
• The ITIL Management Practices
  • General practices
  • Service management practices
  • Technical practices

Examination is organized on the last afternoon. It is a one-hour, 40 questions, multiple-choice examination requiring 26 out of 40 (65%) to pass. The course is accredited and follows the official syllabus.

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"The ITIL® course on this page is offered by PTCoE of AXELOS Limited. ITIL®  is a [registered] trade mark of AXELOS Limited. All rights reserved.”