This accredited ITIL 4 Foundation course offers an excellent introduction to the new framework and comes with a FREE exam voucher. Students will be able to demonstrate an understanding of ITIL 4, including new features like the ITIL Service Value System (SVS). Students who successfully pass the ITIL 4 Foundation exam will be prepared to move on to the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) modules.
This course is ideal for anyone looking to begin a career in ITSM, or build on their knowledge using one of the world’s most highly recognized ITSM standards. Students who have earned a certification in ITIL v3 Foundationor above can also take the course to transfer over to ITIL 4.
This course is accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL Foundation Certificate in IT Service Management.
Why you should take this course:
ITIL is the world’s most popular framework for IT Service Management (ITSM). The latest iteration of the framework, ITIL 4, offers a modernized and community-driven approach and a renewed focus on the newest best-practices for ITSM and integration with other popular standards, including Agile and DevOps.
This ITIL 4 Foundation course provides an excellent introduction to the newest iteration of the ITIL framework. A number of new ITSM tools and methodologies have been introduced, including the ITIL Service Value System (SVS), which offers a holistic perspective of how IT can contribute towards business goals. ITIL 4 also incorporates concepts from other leading frameworks, such as Lean, DevOps and Agile.
With a more up-to-date view of modern ITSM practices, ITIL 4 is much more practical than ITIL V3. Its release was also highly anticipated, especially given how virtually all IT-driven organizations now utilize ITSM to some degree. As such, gaining your ITIL Foundation certification will make you a highly effective and desirable ITSM practitioner.
By the end of the course, students will be fully prepared to sit and pass the ITIL 4 Foundation examination. There are no prerequisites for taking this course but if you are already certified in ITIL v3, don’t panic! There are a number of ways to transfer over to the new certification path. For more information, visit our page - What's new in ITIL 4?
Key features of this course:
Accredited by PeopleCert
14+ hours of course material
98% average first time pass rate
FREE exam voucher
Instant 6 months access
Exam simulator & revision modules
Expert tutor support
Increase your earning potential by 25%
Fully mobile compatible
This course has been accredited by PEOPLECERT, who are licensed by AXELOS as an Examination Institute for the ITIL Foundation Certificate in IT Service Management.
The exam is a closed book, multiple choice exam consisting of 40 questions. The pass mark is 65% (26 questions out of 40). It can be taken online at a place and time that suits you, whilst recording the exam session through your webcam and microphone using PEOPLECERT. The recorded video and audio is then retrospectively reviewed by proctors to check for compliance to exam guidelines. You will receive the final result within 10 days.
FREE PEOPLECERT exam voucher included as well as mock exams and quizzes concluding each module.
Module 1: The Key Concepts of Service Management
This module will introduce you to the key concepts and terminology of ITIL. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:
The nature of value and value co-creationOrganizations, service providers, service consumers and other stakeholdersProducts and servicesService relationshipsValue: outcomes, costs and risks
You will then learn how they can be used to address real-world IT service management challenges.
Chapter 1: Key Definitions
Chapter 2: Creating Value with ServicesChapter 3: Key Concepts of Service RelationshipsQuiz & Assignment
Module 2: The Guiding Principles
‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to its goals, strategies, type of work or management structure.
ITIL’s guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions, and can even help users to adapt ITIL to suit their own circumstances.
Many of ITIL 4’s guiding principles reflect those found in other frameworks, standards and methodologies. These include Lean, Agile, COBIT and DevOps. This allows organizations to easily integrate ITIL 4 into their current service management approach.
ITIL’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.
The ITIL 4 Guiding Principles include:
Focus on valueStart where you areProgress iteratively with feedbackCollaborate and promote visibilityThink and work holisticallyKeep it simple and practicalOptimize and automate
This module will introduce you to ITIL’s Guiding Principles, as well as their purpose, flexibility and relationship with other standards and frameworks.
Module 3: The Four Dimensions of Service Management
The four dimensions of service management offered by ITIL 4 provide a holistic view of the different constraints,
resource types and other points of focus which must be considered when designing, managing or operating an organization.
Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.
This module will provide you with a clear understanding of the four dimensions of service management outlined in the ITIL 4 syllabus, and how they enable a holistic approach to ITSM.
Module 4: Service Value System (SVS)
The ITIL 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.
The ITIL SVS includes:
The guiding principlesGovernanceService value chainPracticesContinual improvement
In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.
Module 5: The Service Value Chain
The ITIL Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.
This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by ITIL practices, creating a highly versatile tool for ITSM.
This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.
Module 6: Practice: Purpose and Key Terms
This module covers the 18 ITIL 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.
The 18 ITIL 4 practices include:
Continual ImprovementInformation Security ManagementRelationship ManagementSupplier ManagementAvailability ManagementCapacity and Performance ManagementChange ControlIncident ManagementIT Asset ManagementMonitoring and Event ManagementProblem ManagementRelease ManagementService Configuration ManagementService Continuity ManagementService DeskService Level ManagementService Request ManagementDeployment Management
The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.
Module 7: Understanding the 7 ITIL Practices
The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:
Chapter 1: Continual ImprovementChapter 2: Change ControlChapter 3: Incident ManagementChapter 4: Problem ManagementChapter 5: Service Request ManagementChapter 6: The Service DeskChapter 7: Service Level ManagementQuiz & Assignment
This module will provide you with a clear understanding of the 7 ITIL practices, their importance and their relationship the ITIL Service Value Chain.
Practice Exam Simulators
These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Foundation examination. It will be well worth testing your knowledge on ITIL 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.
When you feel you are ready to sit the ITIL Foundation exam, simply contact Good e-Learning to request your FREE exam voucher.
ITIL® is a registered trademark of Axelos. All rights reserved.
ITIL® 4 Foundation training is provided by Good e-Learning, accredited by PeopleCert
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