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ITIL® 4 Foundation Classroom 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

Classroom

Learn all about the latest version of ITIL, ITIL 4! Enter the classroom and through group discussions, case study-based activities, and examples included in the course, you will acquire the knowledge and skills to enable you to successfully pass the ITIL 4 Foundation certification.

About the course

The ITIL 4 Foundation course provides delegates with an extensive introduction to the core concepts of ITIL 4. It takes you through ITIL 4's seven guiding principles and demonstrates how they can be used to improve both an individual's work and the work of the organisation.

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 4 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

This is an intensive two day classroom course with the exam on the afternoon of day two.

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

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.
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What's Included?

This is an intensive two-day course that includes:

  • Two hours online pre-course to prepare you for the classroom
  • All accompanying course material
  • The ITIL 4 Foundation official manual
  • The cost of the ITIL Foundation examination (the exam is taken on the last day of the course)
  • Refreshments will be provided throughout the duration of the course

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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