ITIL4F: ITIL® 4 Foundation Training

This ITSM certification course introduces the concept of the ITIL Service Value System (SVS). Additionally, key concepts of each element of the ITIL SVS such as Value Chain Activities, Practices and Value Streams will be expanded upon. By the end of this course, the following learning outcomes would have been achieved:

• Understand the key service management concepts
• Understand how the ITIL guiding principles can help an organization adopt and adapt servicemanagement
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Know the purpose and key terms of 18 ITIL practices with focus on 7 selected practices

There are no prerequisites to attending the ITIL Foundation course or for sitting for the ITIL Foundation certification examination.

The target audience for this course and qualification are:

• 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 withservice delivery
• Existing ITIL qualification holders wishing to update their knowledge

Module 1: Understand Key Concepts of Service Management

• Service Management
• Service and relationship with Value, Outcome, Cost and Risks
• Service Consumers, Service Providers, Users, Customer
• Understanding Nature and Components of Value
• Value Co-Creation
• Understanding Service Relationships

Module 2: ITIL 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: ITIL Service Value System

• Four Dimensions of Service Management
• Components of the Service Value System including Value Chain, Governance and Practices
• Value Chain Activities within the Value System

Module 4: ITIL Practices

• 3 Categories of ITIL Practices
• Purpose and detailed look at selected Practices (including):
• Incident Management
• Problem Management
• Change Control
• Service Level Management
• Continual Improvement
• Service Request Management
• Service Desk
• Information Security Management
• Relationship Management
• Service Configuration Management
• Supplier Management
• Availability Management

Certification
Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Foundation under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

Anyone who takes an ITIL certification is entitled to one year’s subscription to My ITIL which is included with their exam. A 'My ITIL' subscription is intended to support a candidate beyond their certification.

• There are case studies, practical guidance and examples that can be used, as well as furtherdeep dives into the current and new guidance.
• Today there is a very complicated and complex business context to IT enabled services, andthere is no single path to navigate it, but the further supplementary content and CPD (ContinuingProfessional Development) activity on the site will help with that navigation.
• The supplementary content and supporting CPD activities are extremely useful to candidates asthey provide further clarity on specific areas of knowledge when using ITIL.

Examination
The examination duration is 60 minutes and is a closed-book paper containing 40 MCQ (multiple choice questions) with 4 answers to select from for each question. Only one answer is correct. Each of the 40 questions carries 1 mark for the correct answer.

A candidate is expected to answer all questions and must attain a score of 65% (26/40) and above to pass the examination and qualify for certification.

ITIL4-HVIT: ITIL4 High Velocity IT

ITIL 4 Specialist High Velocity IT (HVIT) is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

ITIL4-DSV: ITIL4 Drive Stakeholder Value

ITIL 4 Specialist Drive Stakeholder Value (DSV) is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

ITIL4-DPI: ITIL4 Direct, Plan And Improve

ITIL 4 Strategist Direct, Plan and Improve (DPI) provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

ITIL4-DITS: ITIL4 Digital And IT Strategy

The ITIL® 4 Digital & IT Strategy course is therefore aimed towards IT and business directors, heads of department, aspiring C-Suite professionals and other senior business leaders who want to strategically position an organization against digital disruptors, craft a digital vision and build a robust digital strategy for long term growth.

ITIL4-CDS: ITIL4 Create, Deliver And Support

This ITIL4-CDS: ITIL4 Create, Deliver And Support course teaches not only how value streams can be built and managed holistically but how continual improvement iterations and feedback loops can be included in value streams. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.

ITIL4-MPT: ITIL4 Managing Professional Transition

The ITIL 4 Managing Professional transition module is designed to allow ITIL v3 candidates who have already invested to easily transition across to ITIL 4. They can gain the designation of ITIL 4 Managing Professional via one course and one exam.

Why is ITIL important for companies and businesses? 

• ITIL is a framework that provides best practices for managing and delivering IT services in a way that aligns with the needs of the business. By implementing ITIL, organizations can improve the efficiency and effectiveness of their IT services, increase customer satisfaction, reduce costs, and increase agility. These benefits can help companies and businesses to achieve their business objectives and drive success

What are the ITIL 4 dimensions? 
The four dimensions of ITIL V4 are:

• Organizations and people: This dimension focuses on the roles, responsibilities, and skills of the people and organizations involved in service delivery.
• Information and technology: This dimension covers the systems, tools, and technologies that are used to deliver services, as well as the data and information that is generated and used in the process.
• Partners and suppliers: This dimension includes the relationships and interactions with external partners and suppliers who contribute to the delivery of services.
• Value streams and processes: This dimension covers the end-to-end processes and value streams that are used to deliver services, from design and planning to operation and improvement.

Which companies have adapted the ITIL framework? 

• ITIL is a widely adopted framework for managing and delivering IT services, and it can be used by organizations of any size and in any industry. Some well-known companies that have adopted the ITIL framework include Barclays, Coca-Cola, Disney, IBM, Microsoft, and Starbucks.