Who is it for?
Choose this ITIL Foundation training course if you:
- Need to understand the ITIL framework; or,
- Are an IT professional (or other) working in an organisation that uses ITIL and needs to be informed about, or contribute to, ongoing service improvement; or,
- Are interested in learning more about IT service management.
Timings
This ITIL 4 Foundation course is a one-day course from 9 AM to 5 PM. You can sit the exam at the last hour of the course.
Please contact us for available dates.
Curriculum
This ITIL 4 Foundation course covers all the topics from the ITIL 4 Foundation syllabus. It helps individuals to gain an overview of the ITIL model in order to create, deliver and improve IT services on a continuous basis.
The ITIL 4 Foundation course covers the following topics:
1. Key concepts of service management
- Service;
- Utility;
- Warranty;
- Customer;
- User;
- Service management;
- Sponsor.
2. ITIL guiding principles
- Focus on value;
- Start where you are;
- Progress iteratively with feedback;
- Collaborate and promote visibility;
- Think and work holistically;
- Keep it simple and practical;
- Optimize and automate.
3. The four dimensions of service management
- Organizations and people;
- Information and technology;
- Partners and suppliers;
- Value streams and processes.
4. The purpose and components of the ITIL service value system
5. The activities of the service value chain, and how they interconnect
- Plan;
- Improve;
- Engage;
- Design & transition;
- Obtain/build;
- Deliver & support.
6. The purpose and key terms of 18 ITIL practices
- Information security management;
- Relationship management;
- Supplier management;
- Availability management;
- Capacity and performance management;
- IT asset management;
- Service continuity management;
- Monitoring and event management;
- Release management;
- Service configuration management;
- Deployment management;
- Continual improvement;
- Change control;
- Incident management;
- Problem management;
- Service request management;
- Service desk;
- Service level management.
7. ITIL practices in detail
- Continual improvement;
- Change control;
- Incident management;
- Problem management;
- Service request management;
- Service desk;
- Service level management.
Exam
At the end of the day, delegates will take the ITIL Foundation exam (v4).
- Duration: 1 hour;
- Style: 40 Multiple-choice questions;
- Pass mark: 26/40 (65%);
- Type: Closed-book.
What's included
- Training given by an expert trainer;
- Exam and certification fees;
- Official ITIL manual and course materials;
- Lunch and refreshments.
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