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ITIL® 4 Foundation Virtual Course

ITIL is an adaptable and flexible framework for managing IT services. As an ITIL-certified professional you will become more confident in your abilities and will be more effective in your role, making you a valuable resource to your organisation and your customers.

ITIL® 4 Foundation

Virtual

About the course

The ITIL 4 Foundation level virtual course provides delegates with an extensive introduction to the core concepts of ITIL 4. It helps your understanding of the ITIL 4 principles and demonstrates how they can improve an individual’s work and the work of the organization. With the help of the ITIL 4 concepts and terminology and group discussions you will acquire the knowledge and skills to enable you to successfully pass the ITIL 4 Foundation certification.

What is VILT?

Virtual instructor-led training (VILT) incorporates both the personal teaching experience of a classroom, with the ease and flexibility of a virtual environment. Our VILT courses are interactive and engaging, allowing participants to communicate with both the instructor and each other in a collaborative manner.Please review our FAQs for more information relating to virtual learning, including the technical specifications.

Pre-requisites

There are no formal pre-requisites for attending this course or sitting the exam.

Learning objectives

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

Exam information

HOW YOU TAKE YOUR EXAM

The Foundation exam is taken online via remote proctor. Two weeks prior to course commencement ILX will arrange for an exam voucher to be issued. You then have a choice you can either:

  • Book a suitable time after your virtual classroom event has finished to undertake your exam

OR

  • We will advise you of recommended exam timings as part of the candidate guidance — this is issued three weeks prior to course commencement

Note: You are responsible for booking your own exam.

Exam format

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

Duration

This is an intensive two-day course that prepares you for the ITIL 4 Foundation examination. The training is conducted via a virtual training environment. You need to ensure that you can satisfy the technical requirements that can be found on our website here.

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-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.

From Just €969

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What's Included?

This is an intensive two-day virtual course, providing all you need to get through the ITIL 4 Foundation examination first time:

  • All accompanying course material
  • Online pre-course
  • The official ITIL 4 F manual
  • The cost of the ITIL 4 Foundation examination (must be taken online via remote proctor within 12 months of purchase)

Course Syllabus

 

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
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