ITIL® 4 Trails (eLearning)

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

By completing all Trails, 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.
• Understand the key benefits of ITIL® 4.
• Recognize the core components provided in ITIL® 4.
• Understand the ITIL®Certification Scheme.

ITIL 4 Trails provide a fun way to learn about ITIL 4. Learners follow a guided path and learn about ITIL 4 through a series of short learning interventions.

Every module comprises of short 2-minute videos, interactive tutorials, exciting quizzes, exercises and downloadable podcasts.
Participants can learn at their own pace, in their own time, engaging with the media format that best fits their learning behavior.
Completing all 8 Trails, means the participant is ready to take on and pass the ITIL 4 Foundation exam.

The training program is enhanced with a case study, pre- and post-course reading materials, and a set of quick reference cards.
The ITIL Foundation course comprises of the following 8 Trails:

• ITIL 4 Trails - Introduction to ITIL® 4
• ITIL 4 Trails - Service Management: Key Concepts
• ITIL 4 Trails - The ITIL® Guiding Principles
• ITIL 4 Trails - The Four Dimensions of Service Management
• ITIL 4 Trails -The ITIL® Service Value System and Service Value Chain
• ITIL 4 Trails - Continual Improvement
• ITIL 4 Trails - The ITIL Practices
• ITIL 4 Trails - ITIL 4 Foundation Exam Preparation

An additional Trail is provided to help participants bridge the gap to ITIL 4: ITIL 4 Trails - Transitioning from ITIL v3 to 4.
Every Trail is available as a standalone learning program, but also combined with the other Trails as a complete ITIL 4 Foundation Course.

Outline of the ITIL 4 Trails

Trail 1 - an introduction to ITIL 4

• Introduction to IT Service Management in the Modern World
• Introduction to ITIL 4
• Structure and Benefits of ITIL 4
• ITIL 4 Certification Scheme

Trail 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

Trail 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

Trail 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

Trail 5: Service Value System and Service Value Chain

• 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

Trail 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

Trail 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

Trail 8: ITIL Foundation Exam Preparation

• Guidance for taking the ITIL Foundation Exam
• Mock Exam

Online learning

• Delivery: Online, closed book
• Proctoring: Web-proctored, or on-site, with a registered proctor (this can be someone from HR)
• Duration: 60 minutes (additional 15 minutes for non-native English speaker)
• 40 multiple choice questions
• Pass Grade:

ITIL® 4 Foundation Certificate. The ITIL® 4 Foundation exams are delivered by PeopleCert.