ITIL 4 Foundation
Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in two days!
Delivered in partnership with ACG (Adelaide Consulting Group).
Learn from certified experts who also write the course.
Globally accredited Authorized Training Organization Via Peoplecert
on behalf of AXELOS.
Live Online: 2 days Fee: $2314 Inclusions: 2 Exam Vouchers
Course Overview
Audience:
The ITIL® (4) Foundation course targets candidates in the IT and business domains who wish to take first steps into service management. Previous candidate that are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4 will also benefit. This course and the related certification can be beneficial for the following roles:
- IT Service Management
- Operations and Incident management
- IT Change & Release management
- IT Supplier & Vendor management
- Business Analysis and Design
- Business analysts & Service desk analysts
- IT Architects
- Development
- IT Project & Program Management
- Risk and Compliance
- Information Security management
Benefits
The benefits for you to move to ITIL® 4 are:
- Keeping your Best Practice skills up to date
- Use the latest knowledge to save money and time at work
- Better understand the current concepts used by Best in Class service providers (Dell, HP, Microsoft, Amazon, Google)
Duration:
2 day course
Prerequisites:
There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.
Inclusions
All full paying students get access to the following:
- Expert instruction for entire ITIL4 Foundation Course
- 1 x Printed or PDF student manual (Your Choice)
- 2 x Exam vouchers (Exam can be taken at anytime from your own PC – 12 months expiry for the vouchers.*)
- Access to award winning Champions portal for self-assessment
- Access to eLearning site and all additional resources
- Mock exams, additional readings, and handouts (PDF format)
- Pre exam coaching, tips and tricks review session
- Access to certified ITIL Expert via online forum and LMS support
- Participation in this course gives you heavy discounts on all intermediate ITIL4 Courses
Course Content
Objectives
The objectives of this course is to help the candidates understand the key concepts of service management and the ITIL 4 service management framework and better prepare for the ITIL® (4) Foundation examination. In addition to the course we offer a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. This rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and assessment tools such as the award-winning Champions. The course contains practical material for reference back in the workplace.
Skills Gained
After completing this ITIL training course, students will:
- Understand the key concepts of ITIL service management
- Understand how ITIL guiding principles can help an organisation 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 activities of the service value chain, and how they interconnect
- Understand the key concepts of continual improvement
- Learn the various ITIL practices and how they contribute to value chain activities
Examination
This course pricing includes the ITIL 4 Foundation Certificate Exam after completion of the course. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Free access to the award winning Champions assessment tool, as well as practice exam papers are provided. We have certified experts who will sit down and review any of your concerns to help assist in preparation. The exam is online and the results will be available immediately. You can choose to the do the exam in the classroom or remotely form your home.
Introduction to the core concepts of ITIL 4
• Key definitions and terminology of the ITIL 4 model
• Structure and benefits of ITIL 4
• The ITIL Certification path
Service Management: Key Concepts
• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks
The Guiding Principles
• The Seven Guiding Principles
• Applying the Guiding Principles
The Four Dimensions of Service Management
• Organisations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model
Service Value System
• Overview of Service Value System
• Overview of the Service Value Chain
Continual Improvement
• Introduction to Continual Improvement
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles
Overview of ITIL Practices
• Purpose of ITIL Practices
• The Continual Improvement Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice