ITIL® 5 Foundation

ITIL 5 Foundation

• 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 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

ITIL 5 Foundation

• 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 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

PeopleCert arranges and administers all ITIL examinations online.

You’ll receive a PeopleCert examination voucher. Once you receive your voucher code, create or sign in to your PeopleCert candidate account, redeem the voucher, and access your official digital learning materials.

You can schedule the examination for an available date and time through your PeopleCert account.

Examination Information

• Examination: ITIL Foundation (Version 5)
• Awarding body: PeopleCert
• Duration: 60 minutes
• Number of questions: 40
• Question format: Multiple-choice
• Passing score: 26 out of 40, equivalent to 65%
• Open book: No
• Delivery: Online and remotely proctored through PeopleCert

PeopleCert normally provides your official result and electronic certificate after the examination has been completed and verified.

PeopleCert arranges and administers all ITIL examinations online.

You’ll receive a PeopleCert examination voucher. Once you receive your voucher code, create or sign in to your PeopleCert candidate account, redeem the voucher, and access your official digital learning materials.

You can schedule the examination for an available date and time through your PeopleCert account.

Examination Information

• Examination: ITIL Foundation (Version 5)
• Awarding body: PeopleCert
• Duration: 60 minutes
• Number of questions: 40
• Question format: Multiple-choice
• Passing score: 26 out of 40, equivalent to 65%
• Open book: No
• Delivery: Online and remotely proctored through PeopleCert

PeopleCert normally provides your official result and electronic certificate after the examination has been completed and verified.

• Two days of instructor-led training and examination preparation delivered by an accredited ITIL trainer.
• Course notes, presentation slides, diagrams and sample examination papers.
• Official ITIL Foundation (Version 5) eBook.
• Official PeopleCert learning resources.
• ITIL Foundation (Version 5) examination voucher included. Examination vouchers are normally valid for up to 12 months from the date of issue; however, funding requirements may require funded learners to sit the examination within a shorter timeframe. You must meet the examination deadline confirmed by NILC.
• Exam Pass Guarantee – if you do not pass the examination after attending the course, you can retake the same training with NILC at no additional cost. You will only need to pay the examination fee charged by the exam provider.

• Two days of instructor-led training and examination preparation delivered by an accredited ITIL trainer.
• Course notes, presentation slides, diagrams and sample examination papers.
• Official ITIL Foundation (Version 5) eBook.
• Official PeopleCert learning resources.
• ITIL Foundation (Version 5) examination voucher included. Examination vouchers are normally valid for up to 12 months from the date of issue; however, funding requirements may require funded learners to sit the examination within a shorter timeframe. You must meet the examination deadline confirmed by NILC.
• Exam Pass Guarantee – if you do not pass the examination after attending the course, you can retake the same training with NILC at no additional cost. You will only need to pay the examination fee charged by the exam provider.

This course has no formal prerequisites.

It is suitable whether you are new to IT service management or already involved in providing, supporting, or delivering IT-enabled products and services.

This course has no formal prerequisites.

It is suitable whether you are new to IT service management or already involved in providing, supporting, or delivering IT-enabled products and services.