ITIL ® 4 Foundation

Course Overview

ITIL 4 Foundationis the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice.

This course is delivered in a 2-day classroom setting referencing case studies and exercises that are designed to enhance the candidates understanding of ITIL®. Students who have attended this course, and have done some self-study, are suitably prepared to take the associated ITIL® 4 Foundation test. The ITIL® 4 Foundation certificate is a requirement for attending any of the advanced level or “specialist” courses. The ITIL® 4 Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® 4 terminology, structure and basic concepts and has comprehended the core principles of ITIL® 4. The ITIL 4 accredited e-learning would be a pre-read for students attending the course.

Target Group

ITIL certification is an essential requirement for professionals who need to learn the fundamentals of ITIL frameworks and how they may be used to enhance the quality of IT service management. This certification is best suited for IT Managers/ Support Teams, System Administrators/ Analysts, Operations Managers, Database Administrators, Service Delivery Professionals

Course Coverage

  1. Introduction 
    • IT service management in the modern world 
    • The structure and benefits of the ITIL 4 framework 
    • The ITIL SVS, The four dimensions model 
    • Key concepts of service management
    • Value and value co-creation
    • Organizations, service providers, service consumers, and other stakeholders 
  2. Service Providers
    • Service consumers and stakeholders 
    • Products and services 
    • Configuring resources for value creation
    • Service offerings
    • Service relationships
    • The service relationship model
    • Value: outcomes, costs, and risks
    • Costs, Risks, Utility and warranty
  3. The four dimensions of service management
    • Organizations and people
    • Information and technology 
    • Partners and suppliers
    • Value streams and processes
    • Value streams for service management
    • Processes, External factors
  4. The ITIL service value system
    • Service value system overview
    • Opportunity, demand, and value
    • The ITIL guiding principles
    • Governance
    • Governing bodies and governance
    • Governance in the SVS
    • Service value chain
    • Plan, Improve, Engage
    • Design and transition, Obtain/build, Deliver and support
    • Continual improvement, Steps of the continual improvement model
    • Continual improvement and the guiding principles
    • Practices
  5. ITIL management practices
  • General management practices
  • Service management practices
  • Technical management practices

Mode of Learning – ILT, VILT,  e-Learning

Recommended Duration – 16 Hours

Exam Format

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. There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Exam Pre-Requisite - None

Examination Body - Axelos

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