Contenu
This certification course provides an introduction to ITIL® 4 and how the global service management best practice has evolved to manage services holistically across a Service Value System (SVS). ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations on their journey to the new world of digital transformation.
ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.
The purpose of the ITIL® 4 Foundation qualification is to introduce the management of modern IT-enabled services, to provide an understanding of the common language and key concepts, and to show how organizations and work can improve with the ITIL® 4 guidance. The qualification will provide the candidate with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working.
- This is a 3-day instructor-led classroom course, including a proctored exam on the last day
- This course can also be delivered as a 2-day course as an instructor-led, virtual web-based training, with the candidates receiving an exam voucher to schedule after completion of the classroom training days
- To receive certification, the candidate must successfully pass the ITIL® 4 Foundation exam:
- 40 multiple choice questions , 60 minutes, closed book’ examination
- Passing mark is a minimum of 65% (26 out of 40)
- Exam is available in English - candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total
- The supporting book: ITIL Foundation, ITIL 4 Edition, (AXELOS, TSO, PDF and Print ISBN13: 9780113316076) is recommended but not mandatory reading for this course
Program Material (handout)
- Learner Manual, including a printed copy of the instructor presentation (excellent post-class reference) study-aids and sample exam
- Proctored exam (classroom students) or proctored exam voucher (virtual students)
A qui s'adresse cette formation
This certification is essential for anyone who works with products and services, and will be of particular interest to:
- Individuals at the start of their journey in Service Management
- ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
- Existing ITIL® qualification holders wishing to update their knowledge
Objectifs
The ITIL® 4 Foundation exam tests whether you can recall and understand the ITIL® 4 service management framework well enough to be awarded the ITIL® 4 Foundation qualification. The Foundation qualification is a prerequisite for the higher ITIL® 4 qualifications, which assess your ability to apply your understanding of the framework in context.
The qualification will provide the student with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working, including:
Part 1: Key Service Management Concepts
- Understand the key concepts of service management
Part 2: The Four Dimensions of Service Management
- Understand the four dimensions of service management
Part 3: ITIL® Service Value System Organization structure
- Understand the purpose and components of the ITIL® service value system
Part 4: Governance
- Basic understanding of how governance is integrated into the ITIL® service value system
Part 5: ITIL® Guiding Principles
- Understand how the ITIL® guiding principles can help an organization adopt and adapt service management
Part 6: ITIL® Service Value Chain
- Understand the activities of the service value chain, and how they interconnect
Part 7: Continual Improvement
- Understand the Continual Improvement activities
Part 8: ITIL® Practices
- Know the purpose and key terms of 15 ITIL® practices and understand the details of 7 of these ITIL® practices
Part 9: Exam Review and Course Closure