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ITIL® 4 Foundation

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.
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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
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