ITIL® Foundation

ITIL4F : ITIL® 4 Foundation

Course Duration

2 Days

Delivery

ILT/VILT

Overview

Overview Course Curriculum Training Schedule Exam & Certification FAQs

Extensive research has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organizations realise value. Many organizations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.

ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.

ITIL4 provides a practical and flexible basis to support organizations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations to compete within the complex modern landscape.

What You'll Learn

On completion of this course, the following learning outcomes will be achieved:

Understand key service management concepts
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Understand the four dimensions of service management
Understand the purpose and components of the ITIL service value system
Understand the activities of the service value chain, and how they interconnect
Know the purpose and key terms of selected ITIL practices with focus on key selected practices

Who Should Attend

The target audience for this course and qualification are:

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

Prerequisites

There are no prerequisites to attending the ITIL Foundation course or for sitting for the ITIL Foundation certification examination.

Learning Journey

Coming Soon...

Module 1: Introduction

What is ITIL?
ITIL 4 Certification Journey
Course Objectives
About the Course

Module 2: Key Concepts of Service Management

Concept of Value
What Do We Mean by Value?
Definition of Value
What is an Organisation?
How is Value Created Between Organisations?
Service Relationships
Providers and Consumers Co-Create Value
Stakeholder and Service Consumer Roles
Stakeholders
Service Provider Organisations
Service Consumer Organisations
Other Stakeholders
How is Value Created?
Service Consumer Roles
Activity
Service Offerings
What is a Product?
What is a Service?
What is a Service Offering?
Creating Value with Services
Value Co-Creation
Service Provider
What are Service Consumers?
What are Products and Services?
Definitions
What are Service Relationships?
What is the Meaning of Service Provision?
What is Service Consumption?
Service Relationship Management
How Organisations Co-Create Value?
Service Relationship Model
Value, Outcomes, Costs, and Risk
Definitions
What Can Be Described as Utility and Warranty?
Review and Reflect
Quiz

Module 3: Key Concepts of ITIL 4

Four Dimensions of Service Management
Holistic Approach to Service Management
Four Dimensions of Service Management
Organisations and People
What do the Dimensions Includes?
What is Culture, and Why is it Needed?
What a Supportive Culture Requires?
What to Pay Attention to?
Organisational Complexities
Information and Technology
Things to Consider
Partners and Suppliers
Organisations and their Partners and Suppliers
Forms of Cooperation
What Goes into Supplier Strategy?
What is a Value Stream?
Value Streams and Processes
Questions to create, deliver and improve
Activity
ITIL Service Value System
ITIL SVS
ITIL SVS Inputs
Governance
Challenges of Silos
Need for Continual Improvement
Applying the SVS
Service Value Chain
Introduction to the ITIL Service Value Chain
Opportunity Vs Demand
Converting Inputs into Outputs
Service Value Chain, its Practices, and Value Streams
Activities
Review and Reflect Quiz

Module 4: Guiding Principles

Introduction to the Guiding Principles
What is a Guiding Principle?
Focus on Value
How is Value is Perceived?
CX and UX
How Would You Apply this Principle?
Start Where You Are
Assess Where You Are
Role of Measurement
Applying the Principle
Progress Iteratively with Feedback
Role of Feedback
Use of Feedback Loops
Iteration and Feedback Together
Collaborate and Promote Visibility
Communication and Visibility
Key Collaboration Pairs
Promote Visibility
Think and Work Holistically
Keep it Simple and Practical
Judging What to Keep
Conflicting Objectives
Applying the Principle
Optimise and Automate
Road to Optimisation
Using Automation
Applying the Principle
Activity: Case Studies
Using the Guiding Principles
Guiding Principles in Context
Guiding Principles Your Examples
Principle Interaction
Applying the Guiding Principles
Guiding Principles: Task
Principle Interaction
Review and Reflect Quiz
Extension Activity 2

Module 5: ITIL 4 Management Practices

Purpose of the ITIL Practices
Management Practices
34 ITIL Management Practices
General Management Practices
Service Management Practices
Technical Management Practices
Overview of Eight ITIL Practices
Eight Practices
Information Security Management
Contribution of Information Security Management to SVC
Relationship Management
Supplier Management
Evaluating and Selecting Suppliers
Contribution of Supplier Management to SVC
IT Asset Management
Contribution of IT Asset Management to SVC
Service Configuration Management
Contribution of Service Configuration Management to SVC
Monitoring and Event Management
Contribution of Monitoring and Event Management to SVC
Deployment Management
Approaches for Deployment
Contribution of Deployment Management to SVC
Release Management
Contribution of Release Management to SVC
Key Management Practices – Part 1
What is an Incident?
Incident Management Guidance
Incident Management Tools
Incident Updates
Types of Incidents
Collaboration
Swarming
Third-Party Products and Services
Incident Management Contribution to SVC
Service Request Management
What is a Service Request?
Steps for Request Fulfilment
Request Processes and Procedures
Service Request Management Contribution to the SVC
Methods of Fulfilling Requests
Service Desk
Automation
Task: Service Desk ‘Pitch’
Service Desk Provisions
Service Desk Support
Service Desk Skills
Service Desk Contribution to the SVC
Key Management Practices – Part 2
Problem Management
Phases of Problem Management
Identifying a Problem
Problem Control
Workaround
Error Control
Links to Other Practices
Interfaces
Problem Management Contribution to the SVC
Continual Improvement
Applying Continual Improvement
Continual Improvement Model
What is the Vision?
Where are We Now?
Where do We Want to Be?
CSFs and KPIs
How do We get There?
Take Action
Did we Get There?
How do We Keep the Momentum?
Methods to Continually Improve
Continual Improvement Activity
Tracking
CI Responsibility
Continual Improvement Contribution to the SVC
Key Management Practices – Part 3
Service Level Management
Activity
Service Level Agreements
Key requirements for SLAs
Watermelon SLA Effect
Customer Engagement
Customer Feedback
Metrics
Service Level Management Contribution to the SVC
Change Enablement
Define Change
Scope of Change Enablement
Change Authority
Types of Change
Scheduling
Change Enablement Contribution to the SVC
Review and Reflect
Quiz
Activities
Course Review
What’s Next?

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Foundation under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

There are case studies, practical guidance and examples that can be used, as well as further deep dives into the current and new guidance.
Today there is a very complicated and complex business context to IT enabled services, and there is no single path to navigate it, but the further supplementary content and CPD (Continuing Professional Development) activity on the site will help with that navigation.
The supplementary content and supporting CPD activities are extremely useful to candidates as they provide further clarity on specific areas of knowledge when using ITIL

EXAMINATION FORMAT

40 Multiple Choice Questions
1 mark per correct answer
26 marks required to pass (out of 40 available) – 65%
One hour duration
Closed-book

Frequently Asked Questions (FAQs)

Why get ITIL certified?

ITIL is the world's leading framework for IT service management (ITSM). ITIL certifications validate your knowledge and skills in aligning IT services with business needs, improving efficiency, enhancing customer satisfaction, and reducing costs.
ITIL-certified professionals are highly sought after by organizations seeking to optimize their IT operations and deliver value to their stakeholders.
What to expect for the examination?

ITIL certification exams generally consist of multiple-choice questions that test your knowledge and understanding of ITIL concepts, principles, and processes.
Some exams may also include scenario-based questions that assess your ability to apply ITIL practices in practical situations.
Note: Certification requirements and policies may be updated by ITIL from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.
How long is ITIL certification valid for?

The validity of your ITIL certification depends on the certification level:
ITIL Foundation: The ITIL Foundation certification does not expire. It is considered a lifelong qualification, and there is no requirement for recertification.
ITIL Intermediate, Managing Professional, and Strategic Leader: These certifications are valid for three years from the date of passing the exam. After three years, you must renew your certification by completing additional training or passing relevant exams to demonstrate that you have kept up-to-date with the evolving ITIL practices.
ITIL Master: The ITIL Master certification does not expire, but it's essential to maintain your skills and stay current with industry trends and best practices to continue excelling in the IT service management domain.
Note: Certification requirements and policies may be updated by ITIL from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.
Why take this course with Trainocate?

Here’s what sets us apart:
- Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 24 countries (and counting!).
- Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.
- Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.
- Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.
- Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.
- Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

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ITIL® Foundation

ITIL4F : ITIL® 4 Foundation

What You'll Learn

Who Should Attend

Prerequisites

Learning Journey

Frequently Asked Questions (FAQs)

Why get ITIL certified?

What to expect for the examination?

How long is ITIL certification valid for?

Why take this course with Trainocate?

Keep Exploring

Course Curriculum

Training Schedule

Exam & Certification

Frequently Asked Questions

Improve yourself and your career by taking this course.

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