Training & Certifications

ITIL® 4 Foundation

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.

The ITIL® 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall and understanding of the ITIL® 4 service management framework, as described in the syllabus below, to be awarded the ITIL® 4 Foundation qualification. The ITIL® 4 Foundation qualification is a prerequisite for the ITIL® 4 higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL® framework in context.

Learning Outcomes

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

Duration

This program is a 3-day intensive training class.

Target Audience

ITIL® 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL® 4 journey or people looking to update their existing ITIL® knowledge.

Examination Format

  • 40 questions
  • Multiple choice
  • 26 out of 40 marks required to pass (65%)
  • 60 minutes
  • Closed book

Award

Participants who successfully passed the exam will be awarded with ITIL® 4 Foundation certification from AXELOS.

Program Modules

Module 1: Understand the Key Concepts of Service Management

  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

Module 2: Understand How the ITIL® Guiding Principles Can Help an Organization Adopt and Adapt Service Management

  1. Describe the nature, use and interaction of the guiding principles

    Explain the use of the 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
    • Optimize and automate

Module 3: Understand the Four Dimensions of Service Management

  1. Describe the four dimensions of service management:

    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes

Module 4: Understand the Purpose and Components of the ITIL® Service Value System

  1. Describe the ITIL service value system

Module 5: Understand the Activities of the Service Value Chain, and How They Interconnect

  1. Describe the interconnected nature of the service value chain and how this supports value streams

    Describe the purpose of each value chain activity:

    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain/build
    • Deliver & support

Module 6: Know the Purpose and Key Terms of 15 ITIL® Practices

  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
    • Recall definitions of the following ITIL terms:
    • IT asset
    • Event
    • Configuration item
    • Change
    • Incident
    • Problem
    • Known error

Module 7: Understand 7 ITIL® Practices

  1. 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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