ITIL 4

ITIL 4 – FOUNDATION CERTIFICATE Overview of the course: The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. The ITIL v4 is the latest version and the ITIL V4 training and certification course will focus on the fast-paced and complex scenarios and provide detailed knowledge on managing the information technology in the modern service economy. ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organisation work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Learning Outcome:    

How ITIL principles can help an individual to understand and apply service management in their organization Gain a mastery of Service Management including, generic concepts, key principles, and ITIL 4 process models, all of which are required for the ITIL Foundation exam How to use ITIL tools and techniques in order to improve efficiency and the customer experience Know the purpose and key terms of 15 ITIL practices

Who needs the course?

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.

This ITIL foundation certification is best suited for:                 

IT Executives IT Architects Business Operation Managers IT Audit Managers IT Planners and Consultants Database Administrators ITSM Trainers Service delivery professionals Quality Analysts Application Management and Development teams IT Managers and support Manager IT Architects System Administrators and Analysts Operations Manager, Database Administrators Process Owners, Practitioners Service Delivery Professional, Quality Analyst CIOs, CTOs, IT Directors

DETAILED COURSE CONTENTS INTRODUCTION TO SERVICE MANAGEMENT AND ITIL   

IT Service Management in the Modern World About ITIL 4 The Structure and Benefits of the ITIL 4 Framework

KEY CONCEPTS OF SERVICE MANAGEMENT     

Value and Value Co-Creation Organizations, Service Providers, Service Consumers, and Other Stakeholders Products and Services Service Relationships Value: Outcomes, Costs, and Risks

THE FOUR DIMENSIONS OF SERVICE MANAGEMENT     

Organizations and People Information and Technology Partners and Suppliers Value Streams and Processes External Factors

THE ITIL SERVICE VALUE SYSTEM   

Service Value System Overview Opportunity, Demand, and Value The ITIL Guiding Principles

   

Governance Service Value Chain Continual Improvement Practices

ITIL MANAGEMENT PRACTICES   

General Management Practices 89 Service Management Practices Technical Management Practices

About Certification and Awarding Body – Option 1 Specific Certification Title: ITIL V4 Foundation Certificate About Awarding Body: AXELOS is a joint venture company, created in 2013 by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc, to manage, develop and grow the Global Best Practice portfolio. AXELOS boasts an already enviable track record and an unmatched portfolio of globallyrecognized best practice qualifications. AXELOS is responsible for developing, enhancing and promoting a number of best practice frameworks and methodologies used globally by professionals working primarily in IT service management, project, programme and portfolio management and cyber resilience.

These methods, including ITIL®, PRINCE2®, MSP® and our collection of cyber resilience best practice products, RESILIA®, are adopted by private, public and voluntary sectors in more than 150 countries to improve employees’ skills, knowledge and competence in order to make both individuals and organizations work more effectively.

Eligibility: No prerequisite or eligibility criteria are present for taking ITIL Foundation exam.

Examination Pattern:     

This is a ‘closed book’ exam Exam duration : 60 minutes There are 40 questions, each worth 1 mark You will need to get 26 questions correct (65%) to pass the exam.

The questions are all multiple choice

Exam Dates: ITIL Foundation certification examinations can be taken anytime in the year and are delivered by Prometric.

Exam fee: Around US $300.