Course Outline

• Understand the key concepts of service management
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• 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
• Understand 7 ITIL practices

Learning Objective

• High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes and functions map to the new ITIL 4 model
• The seven Guiding Principles of ITIL 4
• ITIL’s new Service Value Chain
• The four dimensions of Service Management
• The 34 ITIL practices, with a focus on 18 of these
• Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value

Target Group

• Individuals who require a basic understanding of the refreshed ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
• IT professionals that are working within an organization that has adopted and adapted ITIL, who need to be informed about and thereafter contribute to, an ongoing service improvement program.
• This may include but is not limited to, IT professionals, business managers and business process owners.

Pre-requisite

• No Pre-Requisite for ITIL 4 Foundation Certification

Exam Details

• Exam Type – 40 multiple choice questions carrying 1 mark each
• Duration – 60 Minutes
• Prerequisites – None
• Supervised – Yes
• Passing Score – 65% (26 marks out of 40)
• Delivery – Paper based or Online

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training