ABOUT:
Discover modern IT service management through our ITIL 4® Foundation qualification. Gain essential language, concepts, and guidance to enhance your work and organizational outcomes. From foundational principles to advanced practices like architecture management and continual improvement, our comprehensive course equips both seasoned professionals and new comers with the expertise needed to excel in ITSM.
CERTIFICATION BODY: Axelos worldwide
LEARNING OBJECTIVES:
- Gain insights into the introduction and evolution of ITIL 4, understanding its significance in modern IT service management.
- Explore the seven guiding principles of ITIL 4, applying them to enhance service management practices and organizational efficiency.
- Understand the components of the Service Value System, providing a holistic view of ITIL 4’s framework.
- Explore a diverse range of ITIL practices, covering essential areas of IT service management.
- Develop a nuanced understanding of key concepts like value and value co-creation, essential for driving organizational success.
- Gain insights into the role of ITIL 4 in modern IT operations, aligning strategies with contemporary practices.
- Apply learned concepts and practices to real-world scenarios, ensuring practical application of knowledge.
- Prepare for ITIL 4 Foundation Certification, validating expertise in IT service management.
- Develop critical thinking and problem-solving skills, essential for navigating complex IT environments effectively.
- Plus much more, ensuring a comprehensive and enriching learning experience.
EXAM INFORMATION:
- Exam Duration: 60 minutes; candidates with a non-native or non-working language may receive 25% extra time, totaling 75 minutes.
- Number of Marks: 40 questions, each worth 1 mark; no negative marking.
- Pass Mark: Provisional pass mark set at 26 marks (65%).
- Level of Thinking: Questions aligned with Bloom’s levels 1 & 2, focusing on recall and understanding of ITIL 4 service management framework concepts.
- Question Types: Multiple choice questions, including classic, negative, missing word, and list formats. Classic questions offer a question with four answer options, negative questions have a negatively worded stem, missing word questions involve selecting the correct missing word from four options, and list questions require selecting two correct statements from a list of four.
- Material Allowed: Closed book exam; only the ITIL Foundation publication, ITIL 4 edition, is permitted for study but not during the exam.
RE CERTIFICATION:
The ITIL Foundation certification does not have an expiration date. Once you have earned this entry-level certification, it is considered a lifelong qualification, and there is no requirement for re certification.
For More Information
Curriculum
- 7 Sections
- 77 Lessons
- 40 Hours
Expand all sectionsCollapse all sections
- 1. Understand the key concepts of service management22
- 1.11.1 Recall the definition of:
- 1.2a) Service
- 1.3b) Utility
- 1.4c) Warranty
- 1.5d) Customer
- 1.6e) User
- 1.7f) Service management
- 1.8g) Sponsor
- 1.91.2 Describe the key concepts of creating value with services:
- 1.10a) Cost
- 1.11b) Value
- 1.12c) Organization
- 1.13d) Outcome
- 1.14e) Output
- 1.15f) Risk
- 1.16g) Utility
- 1.17h) Warranty
- 1.181.3 Describe the key concepts of service relationships:
- 1.19a) Service offering
- 1.20b) Service relationship management
- 1.21c) Service provision
- 1.22d) Service consumption
- 2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management9
- 2.12.1 Describe the nature, use and interaction of the guiding principles
- 2.22.2 Explain the use of the guiding principles :
- 2.3a) Focus on value
- 2.4b) Start where you are
- 2.5c) Progress iteratively with feedback
- 2.6d) Collaborate and promote visibility
- 2.7e) Think and work holistically
- 2.8f) Keep it simple and practical
- 2.9g) Optimize and automate
- 3. Understand the four dimensions of service management5
- 4. Understand the purpose and components of the ITIL service value system1
- 5. Understand the activities of the service value chain, and how they interconnect8
- 6. Know the purpose and key terms of 15 ITIL practices24
- 6.16.1 Recall the purpose of the following ITIL practices:
- 6.2a) Information security management
- 6.3b) Relationship management
- 6.4c) Supplier management
- 6.5d) IT asset management
- 6.6e) Monitoring and event management
- 6.7f) Release management
- 6.8g) Service configuration management
- 6.9h) Deployment management
- 6.10i) Continual improvement
- 6.11j) Change enablement
- 6.12k) Incident management
- 6.13l) Problem management
- 6.14m) Service request management
- 6.15n) Service desk
- 6.16o) Service level management
- 6.176.2 Recall definitions of the following ITIL terms:
- 6.18a) IT asset
- 6.19b) Event
- 6.20c) Configuration item
- 6.21d) Change
- 6.22e) Incident
- 6.23f) Problem
- 6.24g) Known error
- 7. Understand 7 ITIL practices8
- 7.17.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
- 7.2a) Continual improvement including: – The continual improvement model
- 7.3b) Change enablement
- 7.4c) Incident management
- 7.5d) Problem management
- 7.6e) Service request management
- 7.7f) Service desk
- 7.8g) Service level management
Requirements
- Willingness or Interest to learn about ITIL 4 Foundation and Preparation for the ITIL 4 Certification Exam. there are no prerequisites to take the exam.
Target audiences
- IT Professionals and Practitioners: Deepen knowledge of service management principles and practices, including those in IT service delivery, support, and operations.
- IT Managers and Team Leaders: Align practices with industry standards, enhance efficiency, and oversee IT operations and service delivery.
- Project Managers: Integrate IT service management best practices into project workflows, improving project outcomes.
- IT Consultants: Expand expertise in service management to provide valuable insights and recommendations to clients.
- Business Analysts: Understand how IT service management aligns with overall business goals and contributes to objectives.
- IT Governance Professionals: Ensure organizations adopt effective and standardized service management practices.
- Aspiring ITIL Certification Candidates: Pursue ITIL 4 Foundation certification as a foundational step in their IT service management career.
- Anyone Interested in IT Service Management: Grasp fundamental principles and concepts of IT service management, regardless of current roles or interests.