The ITIL 4 Foundation program is the entry level program for certification in IT Service Management
(ITSM). This program covers the latest version (4 released 2019) of ITIL®. ITIL has led the IT Service
Management (ITSM) industry with guidance, training and certification programmes for over 30 years.
ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider
context of customer experience, value streams, and digital transformation, as well as embracing new
ways of working, such as Lean, Agile, and DevOps.
The key components of the ITIL 4 framework are the Service Value System and the Four Dimensions
model.
Service value system (SVS) represents how components and activities of the organization facilitate
value creation through IT-enabled services. Core components of the ITIL SVS are:
-
ITIL service value chain
-
ITIL practices
-
ITIL Guiding Principles
-
Governance, and
-
Continual Improvement
Four dimensions apply to each component of the SVS. They are:
- Organization and People
- Information and Technology; Partner and Suppliers
- Value Streams and
- Processes
This program prepares students for the ITIL 4 Foundation exam. The ITIL 4 Foundation certificate is a
requirement for attending any of the ITIL Managing Professional and ITIL Strategic leader modules
that lead up o the ITIL master qualification
Purpose of the exam is to test if participants are able to demonstrate sufficient recall and
understanding of the ITIL 4 service management framework, as described in the AXELOS syllabus, to
take the test and be awarded the ITIL 4 Foundation qualification.
This program is delivered in a classroom setting using a case study and exercises that are designed to
enhance the candidates understanding of ITIL 4. Students who have attended this program, and have
done some self study, are suitably prepared to take the associated ITIL 4 Foundation test.
Students will receive a ITIL® Foundation classroom workbook containing all of the presentation
materials, program notes, case study and sample exams.
Individuals at the start of their journey in Service Management; ITSM Managers and aspiring ITSM
Managers; Individuals working in other parts of "IT" (digital, product, development) with strong
interface with service delivery; Existing ITIL qualification holders wishing to update their knowledge.
This program is a 3 days of intensive training including the certification exam.
There are no pre-requisites for this program, although a basic knowledge of Service Management
concepts will be helpful.
The exam is closed book with forty (40) multiple choice questions. The pass score is 65% (26 out of 40
questions). The exam lasts 60 minutes. The exam can be taken in two formats: Paper based or Online.
Upon successfully achieving the ITIL Foundation certificate, student registered with PMI will be
recognized with 14 Professional Development Units (PDU'S).
