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 Based

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 three day classroom course with the exam on the afternoon of day three.

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

There is mandatory pre-course work that must be undertaken prior to attending this course. You will be sent full instructions prior to the event. In addition, whilst attending the course there will also be some exam preparation evening work.

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What's Included?
Course Syllabus

What's Included?

This is an intensive three-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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