ITIL® 4 Foundation Classroom

At the end of the course, you will:

• Understand the key concepts of ITIL service management
• Understand how ITIL guiding principles can help organizations 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

What's covered?

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:
  1. Continual Improvement
  2. Change Control
  3. Incident Management
  4. Problem Management
  5. Service Request Management
  6. Service Desk
  7. Service Level Management

What's included?

This is an intensive two-day course that includes the following:

• All accompanying course material (hardcopy)                                                                  
• Online pre-course
• The official ITIL 4 Foundation manual (digital & hardcopy)                                            
• The cost of the ITIL 4 Foundation examination (valid for 12 months from purchase date. Exam must be taken online via remote proctor)

Optional extras:

• Take² exam insurance – A cost effective solution, providing insurance and peace of mind if things don’t go to plan with your first exam attempt. For more information and terms and conditions click here.

Materials

Hardcopy ILX course material: You will be provided with a printed version of the ILX course material. This will be issued on day one of your course.

Digital and hardcopy official manual: You will be given access to both a digital and hardcopy version of the official manual. The hardcopy will be issued on day one of your course with your course material. For the digital version you will be sent an email invitation approximately two working days prior to course commencement 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.

Target audience

• 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

Pre-requisites

There are no formal pre-requisites for attending this course.

Pre-course

Important note regarding pre-course

There is mandatory online pre-course work that must be undertaken prior to attending this course. It is expected that it will take approximately three to four hours to complete. You will be sent full instructions with a link to the online pre course within 48 hours of your confirmed booking. In addition, whilst attending your course there will also be some examination preparation evening work.

Review the technical requirements for the online learning here.

Exam information

Exams are taken online via remote proctor. You will be sent an email invitation approximately two working days prior to course commencement to register on the Peoplecert portal. Once registered you will be able to book your online exam at a date and time of your choice. You are responsible for booking your own exam. For more information about how to take your exam and the technical requirements, please click here. 

Recertification: This certification has a renew within three years of the award date to remain current. There are multiple ways to recertify, more information regarding the options can be found here.

Exam format

• Closed book
• 60 minutes duration
• 40 questions each worth 1 mark
• Pass mark 65% or higher (26 marks or above)