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.

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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.

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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.​

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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.

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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

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Please note ITIL 4 Foundation course & exam are offered together as a bundle