ITIL® 4 Foundation Course

Please note that the April class runs Monday-Thursday 12-5pm.

ITIL® 4 Foundation Course

This instructor-led course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management. ITIL 4 retains the best of ITIL v3, and the core elements remain intact. The new content allows modern and emerging practices (Agile, Lean, DevOps) to be discussed alongside best practices.

ITIL 4 takes you through an evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps. 

ITIL® 4 Foundation Course

• Digital or hardcopy learner manual (excellent post-class reference)
• Sample documents and templates
• The ITIL Lifecycle Reference Card
• Personal Action Plan
• Memory exercises, study aids, and sample exams
• Instructor-led education and exercise facilitation
• GAME ON! An Interactive Learning Experience®
• Participation in Living the Lifecycle exercises including I am the Incident®
• In-class exam preparation
• Exam Voucher

• Come ready to participate in lively discussions about modernizing processes, benefits and challenges.

ITIL® 4 Foundation Course Instructors

Our instructors are all ITIL Experts and have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-world stories and scenarios. Utilizing the highest quality content, this training style encourages active group participation.  Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.

ITIL® 4 Foundation Course Certification

Learners earn their ITIL Foundation certificate in IT Service Management by achieving a passing score (65%) on a 60 minute, 40 question examination.  

Professional Development Units

Attendees will earn 16 contact hours or PDUs upon completion of this course.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Introduction

Key Concepts of Service Management

• The nature of value
• The nature and scope of stakeholders
• How value creation is enabled through services
• Assignment: Let’s explore a service

Service Offerings and Service Relationships

• Assignment: Let’s explore a service offering

Key Concepts of ITIL

The Four Dimensions of ITSM

• Organizations and people
• Assignment: Let’s explore culture
• Information and technology
• Partners and suppliers
• Value streams and processes

The Service Value System

• Inputs
• Outcomes
• Guiding principles
• Governance
• Service value chain
• Practices
• Continual improvement

The Service Value Chain

• Plan
• Improve
• Engage
• Design and transition
• Obtain/build
• Deliver and support
• Assignment: Let’s explore value streams

ITIL Practices

• Continual improvement
• Information security management
• Relationship management
• Supplier management
• Change control
• Incident management
• IT asset management
• Monitoring and event management
• Problem management
• Release management
• Service configuration management
• Service desk
• Service level management
• Service request management
• Deployment management
• Assignment: Let’s explore practice interfaces

The 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
• Assignment: Let’s explore guiding principles

Summary
Additional Sources of Information
Exam Review
Exam Taking Tips

Familiarity with IT services is recommended.

ITIL 4 Foundation is aimed at:

•  Entry level IT professionals
• Individuals at the start of their journey in service management
• ITSM managers and aspiring ITSM managers
• Those who need a basic understanding of ITIL
• Those who would like to progress to higher levels within the ITIL 4 certification scheme
• Existing ITIL qualification holders wishing to update their knowledge
• Individuals working in other parts of IT (digital, product, development) with a strong interface to service delivery