ITIL Foundation v4
✓ Fully Accredited ITIL® Course by Peoplecert
✓ Includes Course Materials, Exams & Certificates
✓ Expert Instructors with 5 star customer rating
✓ Classroom and Virtual courses with exams included
✓ ReAct, Access and ELCAS Funding Accepted
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Course Information
This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation’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 featured in the latest 2019 guidelines.
- 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; Optimise and automate
- The 4 dimensions of service management; Organisations 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
Foundation Exam
The ‘Foundation Certificate in IT Service Management’ is a pre-requisite for the all other ITIL-based certificates in IT service management. The examination is a 1-hour, closed book, multiple choice paper of 40 questions normally taken at the end of the course. The pass mark is 26/40.
Exam is included in the course fee.
This course includes:
- Training from an accredited ITIL trainer
- ITIL course materials
- Official ITIL 4 handbook
- Foundation exam
- Refreshments
Course Key Points
Duration: 3 days
Accredited: Yes
Exam(s): Included – taken during the course
Practice Exam(s): Included
Type: Available as Classroom, Virtual Live and In-house
