ITIL 4 Foundation Certificate Program

Summary

This course provides an introduction to ITIL 4 and how the global service management best practice has evolved to manage services holistically across a Service Value System (SVS). ITIL 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations on their journey to the new world of digital transformation.

ITIL 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The purpose of the ITIL 4 Foundation qualification is to introduce the management of modern IT-enabled services, to provide an understanding of the common language and key concepts, and to show how organizations and work can improve with the ITIL 4 guidance. The qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Prerequisites

To receive certification, the candidate must successfully pass the ITIL 4 Foundation exam:

• 40 multiple choice questions , 60 minutes, closed book’ examination
• Passing mark is a minimum of 65% (26 out of 40)
• Exam is available in English - candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total
• The supporting book: ITIL 4 Foundation (ISBN: to be assigned) is recommended but not mandatory reading for this course.

Duration

3 Days/Lecture & Lab

Audience

This certification is essential for anyone who works with products and services, and will be of particular interest to:

• 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

Topics

• Key Service Management Concepts
• Understand the key concepts of service management
• The Four Dimensions of Service Management
• Understand the four dimensions of service management
• ITIL Service Value System Organization structure
• Understand the purpose and components of the ITIL service value system
• Governance
• Basic understanding of how governance is integrated into the ITIL service value system
• ITIL Guiding Principles
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• ITIL Service Value Chain
• Understand the activities of the service value chain, and how they interconnect
• Continual Improvement
• Understand the activities of the service value chain, and how they interconnect
• ITIL Practices
• Know the purpose and key terms of 15 ITIL practices and understand the details of 7 of these ITIL practices
• Exam Review and Course Closure

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