ITIL® 4 Foundation

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The Programme

The ITIL® 4 Foundation course is suited to candidates that are involved in any of the processes of IT-enabled services, which includes provisional, support and delivery stages. The course covers the fundamentals of the latest version of the most widely adopted guidance on IT service management (ITSM).

The ITIL® 4 Foundation course also introduces students to the Service Value System (SVS) which describes how all the components and activities of the organisation work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional and more common project management.

When you finish this certification, you will understand how ITIL evolved to adopt modern technologies and operational processes as well as the necessary concepts in a service management framework.

Successful completion of the course will lead to ITIL® 4 Foundation.

ITIL® 4 is a registered trademark of AXELOS Limited, used under the permission of AXELOS Limited. All  rights reserved.

Who is this for?

This ITIL® 4 Foundation course is suitable for anyone who wants to get a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within a business. The ITIL® 4 Foundation also applies to IT professionals who work within an existing business that has adopted ITIL already and now want to improve on what they have already implemented, as well as:

• Professionals working in IT with an interest in IT Service Management (ITSM)
• Professionals who wish to apply ITIL 'Best Practice' principles across an enterprise
• Professionals who have not previously attended an ITIL® 4 Foundation course
• Project Managers and team members responsible for delivery of IT service products and processes.

Anyone looking to start a career in IT service management may take this course to progress to later ITIL certifications.

Learning Outcomes

On the completion of this course, participants will:

• Understand and be able to describe the ITIL Framework and key processes
• Know the four dimensions of ITIL® 4
• Understand the Components of Service Value System
• Identify ITIL managerial practices
• Be able to implement ITIL systems to increase efficiency in the workplace.

Course Content

This ITIL® 4 Foundation Training Course will cover the following key topics:

• Guiding principles of ITIL® 4
• Important Concepts from Lean, Agile, DevOps
• How ITIL practices described in ITIL® 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expanding to be integrated into different areas of service management and IT, from demand to value
• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Concepts of Value Creation
• Concepts of Service Relationships; service offering; service provision; service consumption; service relationship management
• ITIL 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
• Dimensions of Service Management; organizations and people; information and technology; partners and suppliers; value streams and processes
• Service Value System
• Service Value Chain; inputs and outputs, role in supporting value streams
• Service Value Chain Principles; plan, improve, engage, design and transition, obtain, build, deliver, support

Assessment

The ITIL® 4 Foundation examination is held as part of the course on the final day. It comprises of a one-hour exam with 40 multiple-choice questions. The pass mark is exam is 26/40.

Course Leader

This course is delivered by one of the IPA Associate Specialists: Mary O’Giollain or David McCreery (Althris).