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.

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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