ITIL® 4 Foundation
Overview
ITIL® 4, the latest evolution of ITIL®, is a community and industry-led framework enriched and informed by the contribution of global experts from the wider IT industry.
ITIL® 4 provides a powerful tool that supports organizations in the era of digital transformation and helps to create a holistic approach to service delivery. It encompasses emerging practices, such as Lean, Agile and DevOps, and provides an end-to-end IT/Digital Operating Model, covering the full delivery and maintenance of tech-enabled products and services, guiding how IT interfaces with, and even leads, the wider business strategy.
This course is for anyone who is preparing to sit the ITIL® 4 Foundation examination. The aim is to provide you with a practical understanding of the key concepts, common language, principles, and practices that enable successful service management.
Objectives
- Understand the key concepts of service management.
- Understand how the ITIL® guiding principles can help an organization adopt and adapt service management.
- Understand the four dimensions of service management.
- Understand the purpose and components of the ITIL® service value system.
- Understand the activities of the service value chain, and how they interconnect.
- Know the purpose and key terms of fifteen ITIL® practices.
- Understand specific details of seven ITIL® practices.
Audience
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 and the related certification benefits roles such as: Business Managers, Business Process Owners, DevOps Team Members, IT Consultants, IT Developers, IT Management, IT Support Staff, Service Providers, System Integrators.
Prerequisites
None, although a familiarity with IT service delivery will be beneficial.
Outline
- What is ITIL®?
- The ITIL® 4 certification journey
- The concept of value
- Stakeholder and service consumer roles
- Service offerings
- Creating value with services
- Four dimensions of service management
- ITIL® service value system
- Service value chain
- Introduction to the guiding principles
- Using the guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Purpose of the ITIL® practices
- Overview of eight ITIL® practices
- Information security management
- Relationship management
- Supplier management
- IT asset management
- Monitoring and event management
- Release management
- Service configuration management
- Deployment management
- Key management practices
- Incident management
- Service request management
- Service desk
- Continual improvement
- Problem management
- Change enablement
- Service level management
- Recap of key terms and concepts
- Exam information
Follow-On
- ITIL® 4 Specialist: Create, Deliver and Support
- ITIL® 4 Specialist: Monitor, Support and Fulfil
- ITIL® 4 Specialist: Plan, Implement and Control
- ITIL® 4 Specialist: Collaborate, Assure and Improve
- ITIL® 4 Specialist: Drive Stakeholder Value
- ITIL® 4 Specialist: High Velocity IT
- ITIL® 4 Strategist: Direct, Plan and Improve
- ITIL® 4 Leader: Digital and IT Strategy
- ITIL® 4 Specialist: Acquiring & Managing Cloud Services
- ITIL® 4 Specialist: Business Relationship Management
- ITIL® 4 Specialist: Sustainability in Digital & IT
- ITIL® 4 Specialist: IT Asset Management
Exam Facts
| Delivery | Online (Web based) |
| Format | Closed book |
| Proctoring | Live or Web-proctored |
| Duration | 60 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time) |
| # of questions | 40, simple multiple choice (1 mark per question) |
| Pass grade | 65% |
Related Certification
ITIL® es una marca registrada de PeopleCert. Utilizado bajo licencia.
