Course Overview
The ITIL 4 Foundation certification is designed to introduce candidates to the management of modern IT-enabled services. This course provides you with an understanding of the common language and key concepts of ITIL 4, showing you how to improve your work and the work of your organization. The training covers a holistic approach to facilitating co-creation of value with customers and stakeholders through products and services. You’ll gain insights into the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working, including Agile, DevOps, and digital transformation. This course emphasizes collaboration, transparency, automation, and working holistically across your organization.
Course Objective
- Understand the definition of key ITIL 4 concepts including service, utility, warranty, customer, user, and service management
- Describe the key concepts of creating value with services including cost, value, organization, outcome, output, risk, utility, and warranty
- Explain the four dimensions of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes
- Understand the seven guiding principles of ITIL 4 and how to apply them to your organization
- Describe the ITIL service value system and how components interact
- Understand the six activities of the ITIL service value chain: Plan, Improve, Engage, Design & transition, Obtain/build, and Deliver & support
- Recall the purpose of 18 ITIL practices and how they fit within the service value chain
- Explain key ITIL practices including continual improvement, change control, incident management, problem management, service request management, service desk, and service level management
- Understand how ITIL practices maintain value while expanding to different areas of service management and IT
- Prepare successfully for the ITIL 4 Foundation certification exam
Pre-requisites
- No formal prerequisites required
- Basic understanding of IT Service Management concepts is beneficial
- Familiarity with IT operations or service delivery environment is helpful
- No prior ITIL knowledge or experience required
Course Curriculum
- Definition of service, utility, warranty, customer, user, and service management
- Key concepts of creating value: cost, value, organization, outcome, output, risk, utility, warranty
- Service relationships: service offering, relationship management, service provision, service consumption
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Understanding the interconnected nature of the service value system
- How value is created and delivered across the organization
- 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
- Plan: Strategic planning and preparation
- Improve: Continuous improvement
- Engage: Customer and stakeholder engagement
- Design & transition: Service design and implementation
- Obtain/build: Resource acquisition and development
- Deliver & support: Service delivery and support
- Information security management
- Relationship management
- Supplier management
- Availability management
- Capacity and performance management
- IT asset management
- Service continuity management
- Monitoring and event management
- Release management
- Service configuration management
- Deployment management
- Continual improvement
- Change control
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
- Review of all course concepts
- Preparation for ITIL 4 Foundation certification exam
- Exam Duration: 60 minutes
- Exam Format: Multiple Choice
- Number of Questions: 40 – Pass Mark: 26 out of 40 (65%)
- Electronic Devices: Not permitted
- Open Book: Not permitted
