ITIL® 4 Foundation Online

Who is the training for?

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

Level reached

Avancé

Duration

12,00 hours(s)

Language(s) of service

EN FR

Next session

Prerequisites

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

Goals

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.

The ITIL® 4 Foundation Online 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 ITIL® 4 and prepare for the ITIL® 4 Foundation exam.

The ITIL® 4 Foundation Online provides a rich learning experience through the different styles of learning (visual, reading, and auditory) offered through different learning components. The different components of the course are part of the learning track that targets to provide learning for achieving the certification as well as for understanding how ITIL® 4 relates to the work environment.

The core components of the course include the course videos and the self-study guide. The course videos help the participants to learn the relevant concepts through lecture videos and animations. The self-study guide is a comprehensive reading material that include the relevant concepts supported by a case study and additional examples and tips. The case study is based on a fictitious organization, "Axle Car Hire" and focuses on describing how and organization adopts the ITIL® 4 guidance through ITIL® 4guiding principles, service value chain, continual improvement model, and ITIL practices.

The rich learning experience is supported by additional learning tools such as pre-reading guide, post-reading guide, and a set of quick reference cards. In addition to these core components, the learning track comprises pre-reading guide, post-reading guide, a set of quick reference cards, summary podcast, sample exams, and practice questions.

Points covered

Course Videos: 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

Self-Study Guide: 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

Pre-Reading Guide: Introduction to ITIL® 4

Integrating ITIL® 4 with Other Frameworks, Methodologies, and Practices

Post-Reading Guide: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