ITIL 4 Foundation with Case Study
Duration
2 days
Course Delivery
Classroom or Virtual Classroom
Languages
English
Target Audience
Individuals at the start of their journey in Service Management; ITSM Managers and aspiring ITSM Managers;
Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery;
Existing ITIL qualification holders wishing to update their knowledge.
Prerequisites
There are no prerequisites for this course, although a basic knowledge of Service Management concepts will be helpful.
About the Examination
The exam is closed book with forty (40) multiple-choice questions. The pass score is 65% (26 out of 40 questions).
The exam lasts 60 minutes. The exam can be taken in two formats: Paper-based or Online.
Certificate
ITIL 4 Foundation
Credits
Upon successfully achieving the ITIL Foundation certificate, students registered with PMI will be recognized
with 14 Professional Development Units (PDU’s).
Reference Materials
Additional reference materials are not required for this course.
Course Description
The ITIL 4 Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (4 released
2019) of ITIL®. ITIL has led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years. ITIL 4
brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and
digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
The key components of the ITIL 4 framework are the Service Value System
and the Four Dimensions model.
The key components of the ITIL 4 framework are the Service Value System
and the Four Dimensions model.
Service Value System (SVS) represents how components and activities of the organization facilitate value creation through IT-enabled services. Core components of the ITIL SVS are :
• ITIL service value chain
• ITIL practices
• ITIL guiding principles
• Governance and Continual improvement.
Four dimensions apply to each component of the SVS. They are:
• Organizations and people;
• Information and technology;
• Partners and suppliers;
• Value streams and processes.
Course and Learning Objectives
This course prepares students for the ITIL 4 Foundation exam. The ITIL 4 Foundation certificate is a requirement for attending any of the ITIL Managing Professional and ITIL Strategic Leader modules that lead up to the ITIL Master qualification.
The purpose of the exam is to test if participants are able to demonstrate sufficient recall and understanding of the ITIL 4 Service Management framework, as described in the AXELOS syllabus, to take the test and be awarded the ITIL 4 Foundation qualification.
Course Approach
This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidate’s understanding of ITIL 4. Students who have attended this course, and have done some self-study, are suitably prepared to take the associated
Course Student Material
Students will receive an ITIL® Foundation classroom workbook containing all of the presentation materials, course notes, case study, and sample exams.
Concepts Covered
1. Introduction.
- IT Service Management, Agile, and DevOps.
- • Influence of Lean, Agile, DevOps on IT Service Management.
- • Impact of Lean, Agile, and DevOps on The Organization.
- • How ITIL Supports Agile & DevOps.
- Key Components.
- • The Four Dimensions Model.
- • The Service Value System (SVS).
- • ITIL Guiding Principles.
- Governance.
- • The Service Value Chain (SVC).
- • The ITIL 4 Practices.
- Key Concepts.
- • IT Service Management.
- • Value and Value Co-Creation.
- • Stakeholders.
- • Services.
- • Value.
- • Service Relationships.
2. Four Dimensions & Guiding Principles.
- The Four Dimensions of Service Management.
- • Organizations and People.
- • Information and Technology.
- • Partners and Suppliers.
- • Value Streams and Processes.
- The Guiding Principles.
- • The Service Value System (SVS) – Guiding Principles.
3. Service Value Chain and Continual Improvement.
- The Service Value Chain.
- • The Service Value Chain and The Value Streams.
- Continual Improvement.
- • Continual Improvement Model.
4. Management Practices Overview.
- What is a Practice?.
- General Management Practices.
- • Continual Improvement (as General Management Practice).
- • Information Security Management.
- • Relationship Management.
- • Supplier Management.
- Service Management Practices.
- • IT Asset Management & IT Asset.
- • Monitoring & Event Management.
- • Release Management.
- • Service Configuration Management & Configuration Item.
- • Technical Management.
- • Deployment Management.
5. Service Management Practices (Detailed).
- • Change Control.
- • Incident Management.
- • Problem Management.
- • Service Desk.
- • Service Level Management.
- • Service Request Management.
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