ITIL® 4 Foundation

Course Code: 7003

$1395

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

In this 2-day course participants receive an introduction to the Information Technology Infrastructure Library version 4, commonly known as ITIL® 4. ITIL 4 provides a set of guiding principles and best practices that are commonly used by organizations around the world to generate value and deliver high-quality and cost-effective services to consumers and customers. In this class participants are introduced to ITIL 4 concepts and practices and they learn how organizations can use this information to conduct business activities more efficiently and effectively. Upon completion of this course, participants will be qualified to attend more advanced ITIL 4 courses that provide more detailed information about ITIL 4 concepts and practice and how they can help your organization.

Schedule Classes

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 2 days

Live Virtual Classroom
Duration: 2 days

What You'll learn

Basic concepts of service management
The concept of a service
Services, risk, cost and service management
Service relationship management
The four dimensions of service management
Guiding principles of service management
The service value system
Service value chain
General management practices
Service management practices
Technical management practices

Outline

Module 1: Basic concepts of service management

What is ITIL?
History of ITIL?
The concepts of a service
Services and service management
Outcomes and outputs
Costs and risks
Utility, warranty and value
Organizations
Consumers, customers and users
Sponsors
Service offerings
Service relationship management
Service provision
Service consumption
Service management practices and processes
Exercise 1: Basic concepts of service relationship management

Module 2: The four dimensions of service management

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Exercise 2: Understanding the four dimensions of service management

Module 3: Guiding principles of service management

Understanding and using the 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
Exercise 3: Understanding the guiding principles of service management

Module 4: The service value system and service value chain

The service value system
The service value chain
Service value chain activities

Plan

Purpose
Inputs and outputs

Improve

Purpose
Inputs and outputs

Engage

Purpose
Inputs and outputs

Design and transition

Purpose
Inputs and outputs

Obtain and build

Purpose
Inputs and outputs

Deliver and support

Purpose
Inputs and outputs

Exercise 4: Service value system and service value chain

Module 5: General management practices

The general management practices
Continual improvement
- The continual improvement model
Information security management
Relationship management
Supplier management
Exercise 5: The continual improvement register

Module 6: Service and technical management practices

Service management practices
Service level management
Availability management
- Availability
Capacity and performance management
Service continuity management
IT asset management
- IT asset
Service configuration management
- Configuration item
Change control
- Change
Release management
Monitoring and event management
- Event
Incident management
- Incident
Problem management
- Problem
- Known error
Service request management
The service desk
The technical management practices
Deployment management
Exercise 6: Overall review

Module 7: Practice exam I

Module 8: Practice exam II

ITIL 4 Foundation Certification exam

Supporting Material

Each participant of this course receives a copy of the following Kindle books:
- Service Management Foundation 4 Exam Guide
- Service Management Foundation 4 Exam Questions – Set 1
- Service Management Foundation 4 Exam Questions – Set 2

Prerequisites

There are no mandatory prerequisites.

Who Should Attend

The ITIL 4 Foundation course is highly recommended for –

IT professionals
Service desk professionals
Business professionals
Executive leadership
Service management professionals
Incident managers
Problem managers
Business relationship managers
Change managers
Quality improvement professionals
Anyone interested or involved in application of ITIL 4 concepts and practices

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Certification

The ITIL® 4 Foundation exam is a 40 question multiple-choice exam. Native English speakers are allowed 1 hour to take the exam. If English is your second language you are allowed an additional 15 minutes for a total of 1 hour and 15 minutes. A passing score on the exam is 26 or more correct out of 40 questions, or 65% or above. The ITIL® 4 Foundation certification is an entry-level certification that demonstrates a baseline level of knowledge about service management terms, definitions, practices and concepts. The exam can be delivered paper-based or online. The ITIL® 4 Foundation certification is a prerequisite for more advanced ITIL® classes that delve into more details about service management and delivering value and improving quality and cost-effectiveness in an organization.