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ITIL® 4 Foundation Plus Pack Online 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 Plus Pack

Online/E-Learning

From Just $1,170

About the course

ITIL is the globally-recognised leader in IT service management. It is a collection of best practices in IT service management that allows you to monitor, sculpt and improve your IT services. As the first module in the ITIL 4 qualification scheme, the Foundation course will guide you through the seven fundamental principles of ITIL, and will teach you the general terminology used.

Benefits for organisations:

  • More efficiency and effectiveness
  • Deliver better customer experiences
  • A more motivated workforce

Benefits for individuals:

  • Improved effectiveness in your role
  • More confident in your abilities
  • More fulfilled in your career outlook

Pre-requisites

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

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

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

Duration

ITIL 4 Foundation e-learning takes approximately 10 - 12 hours to complete.

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

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What's Included?

  • 12 months online access to our accredited ITIL 4 Foundation course
  • ITIL 4 Foundation exam: valid for 12 months from purchase date. Exam must be taken online via remote proctor
  • Full tutor support, plus many additional resources to help put ITIL 4 into practice
  • ITIL 4 Foundation exam simulator
  • Official ITIL 4 manual

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