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ITIL® 4 Foundation Certification Program (ITILV4FOUND-AT)

 

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

Formation en ligne Onsite

Durée 2 jours

Classroom training Onsite

Durée 3 jours

 
Agenda

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