Training & Certifications

ITIL® 4 Foundation

Offered by AXELOS, ITIL® 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. The ITIL® 4 Foundation training program offered by Multimatics is designed to help participants understand the key concepts of IT and digital service delivery so they will be able to help their organization embrace the new service management culture. The training material is prepared based on the latest edition of ITIL® 4 Foundation exam outline, accompanied by discussions and exercises to work on the questions.

By the end of the program, participants will be able to understand:

  • How modern IT and digital service organizations operate
  • How value streams increase speed and efficiency
  • How cultural or behavioural principles guide work that benefits the wider organization
  • How to use commonly-used service management terms and concepts

This program is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. This program also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.

This program is a 3-day intensive training class.

The program provided by Multimatics will be delivered through interactive presentation by professional instructor(s), group debriefs, individual and team exercises, behavior modelling and roleplays, one-to-one and group discussion, case studies, and projects.

There are no specific prerequisites for the ITIL® 4 Foundation program, however we strongly recommend participants to have a basic knowledge of IT Service Management.

Participants will take ITIL® 4 Foundation Exam which consists of 40 questions. They will be given 1hour to finish the exam. Participants who successfully passed the exam will be given an official ITIL® 4 Foundation certification from AXELOS.

  1. Recall the definition of:

    • Service
    • Utility
    • Warranty
    • Customer
    • User
    • Service management
    • Sponsor
  2. Describe the Key Concepts of Creating Value with Services

    • Cost
    • Value
    • Organization
    • Outcome
    • Output
    • Risk
    • Utility
    • Warranty
  3. Describe the key concepts of service relationships:

    • Service offering
    • Service relationship management
    • Service provision
    • Service consumption
  1. Describe the Nature, Use and Interaction of the Guiding Principles
  2. Focus on Value
  3. Start Where You Are
  4. Progress Iteratively with Feedback
  5. Collaborate and Promote Visibility
  6. Think and Work Holistically
  7. Keep It Simple and Practical
  8. Optimize And Automate
  1. Describe the four dimensions of service management:
  2. Organizations and people
  3. Information and technology
  4. Partners and suppliers
  5. Value streams and processes
  1. Describe the Interconnected Nature of The Service Value Chain and How This Supports Value Streams
  2. Describe The Purpose of Each Value Chain Activity

    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain/build
    • Deliver & support
  1. Recall the purpose of the following ITIL® practices:

    • Information security management
    • Relationship management
    • Supplier management
    • IT asset management
    • Monitoring and event management
    • Release management
    • Service configuration management
    • Deployment management
    • Continual improvement
    • Change enablement
    • Incident management
    • Problem management
    • Service request management
    • Service desk
    • Service level management
  2. Recall definitions of the following ITIL terms:

    • IT asset
    • Event
    • Configuration item
    • Change
    • Incident
    • Problem
    • Known error

Explain the following ITIL® practices in detail, excluding how they fit within the service value chain:

  • Continual improvement including the continual improvement model
  • Change enablement
  • Incident management
  • Problem management
  • Service request management
  • Service desk
  • Service level management

Disclaimer: ITIL® is a registered trademarks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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