ITIL 4 Foundation plus Exam - US Eastern Time
The 3-Day ITIL® 4 Foundation course is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery, and continual improvement of tech-enabled products and services. ITIL 4 takes candidates through a service value system that provides a holistic picture of what it really means to contribute to business value.
Description
ITIL 4 Foundation candidates will have an understanding of the following:
- A holistic approach to the co-creation of value with customers and other stakeholders in the form of products and services
- The Guiding principles of ITIL 4
- The four dimensions of service management
- Key concepts from Lean IT, Agile, DevOps, and why these are important to deliver business value
- How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.
Topics
The ITIL® 4 Foundation course includes the following:
- Key concepts of Service Management
- Creating value with services
- Service Relationships
- Key concepts of ITIL
- Four dimensions of Service Management
- Organizations & People
- Information & technology
- Partners & suppliers
- Value streams & processes
- Service Value System (SVS)
- The Guding 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
- Service Value Chain
- Plan
- Improve
- Engage
- Design and Transition
- Obtain/Build
- Deliver & Support
- Four dimensions of Service Management
- Introduction to ITIL Practices
- Relationship Management
- Service Level Management
- Supplier Management
- IT Asset Management
- Service Configuration Management
- Change Control
- Deployment Management
- Release Management
- Service Desk
- Incident Management
- Problem Management
- Service Request Management
- Monitoring and Event Management
- Continual Improvement
- Information Security Management
Exam
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) - 65%
- 60 minutes duration
- Closed book.
Prerequisites
Candidates wishing to be trained and examined for this qualification should have a general awareness of IT and appreciation of their own business environment and should take the opportunity to do some pre-course reading focusing on the documentation provided.