ITIL® Foundation v4

Agenda

Course Outcomes

Students will have an understanding of

• A holistic approach to the facilitation of 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, 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.

Course Objectives

• To provide a basic understanding of the ITIL framework
• To understand how ITIL can be used to enhance the quality of IT service management within an organization
• To enable comprehension and / or awareness of key areas of the ITIL framework:
• To prepare to sit the ITIL Foundation Exam

Course Outline

• Introduction to ITIL V4
• Key Concepts of Service Management
  • Key Concepts
  • Products and Services
  • Value: Outcomes, Costs, and Risks
• Four Dimensions of Service Management
  • Dimensions of Service Management
  • Partners and Suppliers
  • Value Streams for Service Management
• ITIL Service Value System
  • The ITIL Service Value System
  • Organizational Agility and Organizational Resilience
  • ITIL, Agile, and DevOps
  • Current State Assessment
  • Collaboration and Visibility
  • Simplicity and Practicality
  • Optimization and Automation
  • Service Value Chain
  • Value Chain Activities
  • Continual Improvement
  • Continual Improvement – Guiding Principles
• ITIL Management Practices
  • ITIL Management Practices
  • General Management Practices
  • Continual Improvement
  • Knowledge Management
  • Organizational Change Management
  • Portfolio Management
  • Project Management and Relationship Management
  • Risk Management and Service Financial Management
  • Strategy Management and Supplier Management
  • Workforce and Talent Management
  • Availability Management and Business Analysis
  • Capacity Management and Change Control
  • Incident Management and IT Asset Management
  • Monitoring and Event Management, and Problem Management
  • Release Management and Service Catalogue Management
  • Service Configuration Management and Service Continuity Management
  • Service Design
  • Service Desk and Service Level Agreement
  • Service Request Management and Service Validation and Testing
  • Technical Management Practices 

Key Features

What is Included

• Exam fees: Although the exam fees are included, but the exam has to be booked with the respective certifying bodies, in this case AXELOS. Instructions to book the exam will be included in the instructions within the course.
• Study guides including Video tutorials: Study as you prefer using PDF files, video tutorials, HTML format or podcasts. Explain the goals, objectives, scope and basic concepts of core ITIL® processes & functions and other syllabus areas of ITIL.
• Podcasts: Download it and listen to it at your convenience.
• Interactive Case Study: Professor Bubbleman App to help you apply the concepts learnt in real life scenarios.
• Interactive Glossary: Both PDF as well as interactive glossary tool provided to help you revise quickly.
• Crossword: Test your knowledge and have some fun doing it.
• Phone App: Download a very effective phone app to study on your mobile.
• Chapter Tests and Evaluation Tests: These tests assess the delegate's degree of understanding of the respective chapter content.
• AXELOS Sample Papers: To get a feel of the actual ITIL Foundation exam, take the full length sample papers as part of our online course and assess your responses with the provided answers to the same.

Who can Attend

Audience Profile

The target groups of the ITIL® Foundation Certificate are:

• Individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.
• IT professionals that are working within an organization that has adopted and adapted ITIL®, who need to be informed about and thereafter contribute to, an ongoing service improvement programme.

Prerequisites

There are no pre-requisites for this course

Certification

About AXELOS

AXELOS are a new joint venture company, created by the Cabinet Office on behalf of Her Majesty's Government (HMG) in the United Kingdom and Capita plc to run the Best Management Practice portfolio, including the ITIL® and PRINCE2® professional standards..

AXELOS (The Accreditor) assess and license Examination Institutes (EIs) to administer ITIL accreditation and examination activities.

Why AXELOS?

The name AXELOS gives us a platform to stand out as:

• A modern, ever-evolving company on the world stage
• With a key focus on investing and developing new products
• Delivering new, ever more innovative methods of learning.

AXELOS translates appropriately globally, has impact and carries a certain degree of weight. Added to which, it has knowledge and wisdom, and gives a sense of a company that, whilst new, is still imbued with solidity and integrity.

Exam Format

• Multiple choice examination questions
• 40 questions
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes’ duration
• Closed book

Re-Certification

One year's subscription to My ITIL is included with your ITIL Foundation exam. My ITIL is an online subscription to the latest resources and content helping you to apply what you have learnt during the ITIL Foundation exam to the workplace, as well as developing your skills and knowledge in line with future innovations in IT service management.

My ITIL gives you access to:

• Online subscription to various ITIL publications and templates to help you progress your ITIL journey
• Exclusive white papers
• CPD tools to map out a professional development path
• Professional endorsement through a digital badge aligned to your ITIL Foundation certificate.