ITIL® 4 Foundation Courses with Certification (Virtual classroom)

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;