Learn about ITIL 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in three days!
ITIL is the most widely adopted approach for IT Service Management in the world. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.
This course is supported by additional learning tools such as pre-course reading materials, post-course reading materials, quick reference cards and includes the ITIL 4 Foundation Handbook, containing practical material for reference back in the workplace.
Examination This course pricing includes the ITIL 4 Foundation Certificate Exam at the end of day 3 of the course. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Practice exam papers are provided, and reviewed to assist in preparation. The exam is online in the classroom, and the results will be available immediately.
It is highly recommended that you spend 2 hours each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam.
The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management. This course and the related certification can be beneficial for the following roles:
Support Team Leaders
Technical Support staff
Service Desk Supervisors
Service Level Managers
Managers who interact between the business and IT
After completing this ITIL training course, students will:
Understand the key concepts of ITIL service management
Understand how ITIL guiding principles can help an organisation to adopt and adapt ITIL service management
Understand the four dimensions of ITIL service management
Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
Understand the key concepts of continual improvement
Learn the various ITIL practices and how they contribute to value chain activities
There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.
Core concepts, definitions and terminology of ITIL 4
Structure and benefits of ITIL 4
The ITIL Certification path
Service Management: Key Concepts
The Guiding Principles
The Four Dimensions of Service Management
Service Value System
Overview of ITIL Practices
Introduction to the core concepts of ITIL 4
Key definitions and terminology of the ITIL 4 model
Value and Value Co-Creation
Value: Service, Products, and Resources
Value: Outcomes, Costs, and Risks
The Seven Guiding Principles
Applying the Guiding Principles
Organisations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model
Overview of Service Value System
Overview of the Service Value Chain
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.