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Course Description
ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. It is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL 4 journey or people looking to update their existing ITIL knowledge.
ITIL 4 Foundation equips candidates with:
A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
The guiding principles of ITIL 4
The four dimensions of Service Management
Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value
Audience
The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4.
This course and the related certification can be beneficial for the following roles:
IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators
Prerequisites None, although a familiarity with IT service delivery will be beneficial.
Learning Objectives
At the end of this course, participants will be able to:
Understand the key concepts of ITIL service management
Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management
Understand the four dimensions of ITIL service management
Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
Understand the key concepts of continual improvement
Learn the various ITIL practices and how they contribute to value chain activities.
Examination
Delivery: Computer-Based (Online)
Format: Closed book
Proctoring: Online
Duration: 60 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)
# of questions: 40, simple multiple choice (1 mark per question)
Pass Grade: 65%
Exam Prerequisite: Non; but it is recommended that the participant has obtained training through an accredited course
Please note ITIL 4 Foundation course & exam are offered together as a bundle