Course Overview
ITIL® 4 reflects the fast-paced and complex environment we live in, opening up ITIL® to a wider range of professionals working in the world of digital transformation. As the first module in the ITIL® 4 qualification scheme, the Foundation course will guide you through the fundamental principles of ITIL®, and will teach you the general terminology used.
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Who will this course benefit?
- 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
WHAT’S INCLUDED?
- 12 months online access to our accredited ITIL® 4 Foundation course
- The cost of the ITIL® 4 Foundation examination (valid for 12 months from purchase date. Exam must be taken online via remote proctor)
- The official ITIL® 4 Foundation manual (digital)
- ITIL® 4 Foundation exam simulator
Materials
Digital official manual: You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to access the digital version of your manual. Please note: There is a 5-year limitation in accessing your eBook.
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Entry Requirements
There are no formal pre-requisites for attending this course.
Exam
Exams are taken online via remote proctor. You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to book your online exams at a date and time of your choice. You are responsible for booking your own exams. For more information about how to take your exam and the technical requirements.
EXAM FORMAT
- Closed book
- 60 minutes duration
- 40 questions each worth 1 mark
- Pass mark 65% or higher (26 marks or above)
Objectives
At the end of the course, you will:
- Understand the key concepts of ITIL® service management
- Understand how ITIL® guiding principles can help organisations 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 the activities of the service value chain, and how they connect
- Understand the key concepts of continual improvement
Modules in this course
Overview of ITIL®
- Introduction to ITIL® 4 and service management
- Structure of ITIL® 4 and benefits of ITIL® 4
- ITIL® 4 Foundation exam
- Learning objectives for the course
Service Management
- Key definitions
- Value – the value chain and co-creation
- Value, service, products and resources
- Service relationships
- Value, outcomes, costs and risks
ITIL® guiding principles
- Understand and recall the seven guiding principles of ITIL® 4
- How to apply the seven guiding principles
- Be able to recall the key ITIL® definitions
The four dimensions of Service Management
- Describe the four dimensions of IT service management
- Explain how each dimension relates to the Service Value System
- Explain how “external factors” can influence the four dimensions
Service value systems
- Understand and explain the Service Value System
- Describe the Service Value Chain and its activities
- Recall the key ITIL® definitions
ITIL® practices
- Recall the purpose of 18 (examined) ITIL® practices
- Recall definitions of key terms related to the ITIL® practices, including: availability, IT asset, event, configuration item, change, incident, problem, and known error
- Explain the following practices in detail, including how they fit within the service value chain:
- Continual Improvement
- Change Control
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
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