ITIL® 4 Foundation
The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for service management. ITIL® 4 Foundation is the first publication of ITIL® 4, the latest evolution of the most widely adopted guidance for ITSM.
Axelos Certified
2 Days Program
1 hour exam – 40 MCQ Questions
65% to Pass Exam
Course Outline
Day 1
- • Introduction
- • IT service management in the modern world
- • The structure and benefits of the ITIL® 4 framework
• The ITIL® SVS
• The four dimensions model
- • Key concepts of service management
• Value and value co-creation
- • Organizations, service providers, service consumers, and other stakeholders
• Service providers
• Service consumers
• Other stakeholders
- • Products and services
• Configuring resources for value creation
•Service offerings
- •Service relationships
•The service relationship model
- •Value: outcomes, costs, and risks
• Outcomes
• Costs
• Risks
• Utility and warranty
- •The four dimensions of service management
• Organizations and people
• Information and technology
• Partners and suppliers
Day 2
-
- • Value streams and processes
• Value streams for service management
• Processes
• External Factors
- • ITIL® Service Value System
• Service Value System Overview
• Opportunity, Demand and Value
• ITIL® Guiding Principles
• Governance
• Service Value Chain
• Continual Improvement
- • ITIL® Management Practices
• General Management
• 14 Key Areas
- • Service Management
• 17 Key Areas
- • Technical Management
• 3 Key Areas
- •Revision & Practice exam
- • Examination
FAQ
What are the course objectives?
- • Provide readers with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working
- • Explain the concepts of the service management framework to support candidates studying for the ITIL® 4 Foundation exam
- • Act as a reference guide that practitioners can use in their work, further studies, and professional development.
Who should take the course?
-
- • IT Professionals
- • Business Managers
- • Operation Managers
- • Contact Centre Professionals
- • Any individual that requires knowledge to improve Service Management within the company