ITIL® 4 Foundation Certification Preparation Course
Details
The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL® 4 service management framework and prepare for the ITIL® 4 Foundation exam.
Learning Modalities
- Online Training
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL® 4 Foundation core publication, which you should read as part of personal study
- Review your ITIL® Foundation course materials
- Facilitated Training
- Books & study material
- Exam Voucher
Certification: ITIL® 4 Foundation Certificate
Exam Information
The ITIL® Foundation exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center
- Multiple choice examination questions
- Number of Questions: 40
- Pass Score: 26/40 or 65%
- Exam Duration: 60 minutes
- Open/Closed Book: Closed Book
- Upon successfully achieving the ITIL Foundation certificate, the participants earn two credits toward their ITIL Expert certification
Outline
- Course Introduction
- Course Overview
- Course Learning Objectives
- Course Structure
- Course Agenda
- Introduction to IT Service Management in the Modern World
- Introduction to ITIL 4
- Case Study: Axle Car Hire
- Case Study: The CIOs Vision for Axle
- Service Management: Key Concepts
- Value and Value Co-Creation
- Value: Service, Products, and Resources
- Service Relationships
- Value: Outcomes, Costs, and Risks
- The Guiding Principles
- The Seven Guiding Principles
- Applying the Guiding Principles
- The Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors and Pestle Model
- Service Value System
- Overview of Service Value System
- Overview of the Service Value Chain
- Continual Improvement
- Introduction to Continuous Improvement
- The Continuous Improvement Model
- Relationship between Continual Improvement and Guiding Principles
- Overview of ITIL Practices
- Purpose of ITIL Practices
- The Continual Improvement Practice
- The Change Control Practice
- The Incident Management Practice
- The Problem Management Practice
- The Service Request Management Practice
- The Service Desk Practice
- The Service Level Management Practice
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