ITIL 4 Foundation

This course provides IT leaders, practitioners, support staff and staff interfacing with the organization s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL 4 best practice service value system.

• Learn about our ITIL Exam Guarantee.
• Exam Voucher: Included
• Exam Voucher Validity: Active for 12 months from the purchase date
• ITIL on Demand: Access valid for 12 months

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• The nature, use and interaction of 7 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
• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
• The ITIL service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• Detail of how the following ITIL practices support the service value chain:
  • Continual Improvement (including continual improvement model)
  • Change control
  • Incident management
  • Problem Management
  • Service request management
  • Service desk
  • Service level management
• The purpose of the following ITIL practices
• Information security management
• Relationship management
• Supplier management
• Availability management
• Capacity and performance management
• Service configuration management
• IT asset management
• Business analysis
• Service continuity management
• Deployment management
• Monitoring and event management
• Release management

Familiarity with IT terminology and IT-related work experience are recommended.

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.