This 2-day course ITIL® 4 Foundation provides IT leaders, practitioners, support staff and staff interfacing with the organisation’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. There is also a lot of attention for the 15 Practices (or as they were called in the previous ITIL editions: the processes).The training also prepares delegates for the ITIL®4 Foundation Certificate Examination.The training also prepares delegates for the ITIL®4 Foundation Certificate Examination. The training is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

The ITIL training course on this page is offered by Global Knowledge BeNeLux ATO/Affiliate of AXELOS Limited.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved Target Audience.

This course is aimed at all levels of IT professional and those involved in designing, building, delivering and managing modern digital products and services.

COURSE OBJECTIVES

The course will help students to understand:
• Key IT service management concepts
• How ITIL® guiding principles can help and organization to adopt and adapt service management
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL® practices
• Preparation to sit the ITIL® 4 foundation examination

COURSE CONTENT

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• The nature, use and interaction of 7 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
• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
• The ITIL® service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• Detail of how the following ITIL® practices support the service value chain: – Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management; Service desk; Service level management
• The purpose of the following ITIL® practices: – Information security management; Relationship management; Supplier management; Availability management; Service configuration management; IT asset management; Business analysis; Deployment management; Monitoring and event management; Release management

TEST CERTIFICATION

The “ITIL® 4 Foundation Certificate in IT Service Management” is a pre-requisite for other ITIL® 4 qualifications. The examination is a 1 hour, closed book, multiple choice of 40 questions. The pass mark is 65% (26 out of 40).

Cost of the exam is included in the course fee.

Registration