ITIL 4 Foundation Training

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.

Module 1: Understand the Key Concepts of Service Management

Recall the definition of:
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
Describe the Key Concepts of Creating Value with Services
- Cost
- Value
- Organization
- Outcome
- Output
- Risk
- Utility
- Warranty
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

Describe the Nature, Use and Interaction 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

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

Describe the ITIL Service Value System

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

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

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

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.