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.

Objetives

• 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.

 

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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.

 

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Module 1: Introduction

• What is ITIL?
• The ITIL 4 certification journey

 

Module 2: Key concepts of service management

• The concept of value
• Stakeholder and service consumer roles
• Service offerings
• Creating value with services

 

Module 3: Key concepts of ITIL 4

• Four dimensions of service management
• ITIL service value system
• Service value chain

 

Module 4: The guiding principles

• 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

 

Module 5: ITIL 4 management practices

• 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

 

Module 6: Course review

• Recap of key terms and concepts
• Exam information

 

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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

 

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

• 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

 

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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 4 Foundation

 

ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.