ITIL® 4 Foundation Classroom
Our ITIL 4 classroom course uses group discussions, case-study-based activities, and real-world examples to bring the material to life, and enable you to acquire the knowledge and skills you need to successfully pass the ITIL 4 Foundation certification. As a result, you will become a more confident, more effective member of your team, delivering better customer experiences throughout your organisation.
Book a classroom course
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About the course
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
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
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.
Course duration
This is an intensive two day classroom course with the exam on the afternoon of day two.
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:
- Continual Improvement
- Change Control
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
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
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
- Closed book
- 60 minutes duration
- 40 questions each worth 1 mark
- Pass mark 65% or higher (26 marks or above)
