ITIL® 4 Foundation - 2 days course for ITIL experienced

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

Course description:

The ITIL® (4) Foundation “Pro” is a 2-day classroom room based on the exam specifications specified by AXELOS for the ITIL® (4) Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® (4) Foundation exam.

At the end of this course, you 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

Audience:

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains 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 can be beneficial for the following roles:

IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators

Prerequisites:

There are no prerequisites for this course, although basic knowledge of Service Management concepts is helpful.

Course material:

All course material will be delivered digital and consist of:

Course material with slide sett
Notebook with sample exams
Official ITIL Foundation manual
PodCast which sums up the highlights per day

How to take the exam:

Regular classroom courses:

Paperbased exam at the end of the last course day

Virtual courses:

You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.

The trainer will also guide you through the procedures on how to book and prepare for the exam during the course

For both alternatives:

If you fail on your first attempt you receive a free online retake voucher. This can only be conducted online.

Agenda:

Module 1: Course Introduction

Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Case Study: Axle Car Hire
Case Study: The CIOs Vision for Axle
Exam Details

Module 2: Service Management: Key Concepts

Value and Value Co-Creation
Value: Service, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks

Module 3: The Guiding Principles

The Seven Guiding Principles
Applying the Guiding Principles

Module 4: The Four Dimensions of Service Management

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model

Module 5: Service Value System

Overview of Service Value System
Overview of the Service Value Chain

Module 6: Continual Improvement

Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles

Module 7: Overview of ITIL Practices

Purpose of ITIL Practices
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

About the exam:

The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL 4 service management framework. The ITIL® 4 Foundation certificate is awarded on successful completion of the exam.

The exam is closed book with forty (40) multiple choice questions.
The pass grade is 65% (26 out of 40 questions).
The exam lasts 60 minutes
Extra time (15 min) for non-natives English speakers

How to take the exam: