ITIL® 4 Foundation (with Exam)

Syllabus

An Introduction to the ITIL 4 Framework

Learning Objectives

This introductory module gives a complete overview of the ITIL 4 framework, the evolution of ITIL and its best practices, and an introduction to the ITIL certification structure. Students gain a strong grasp of how useful ITIL certification can be, what is new in ITIL v4, and answers to the common question: “Is ITIL 4 worth it?”

The areas covered include:

• Introduction to ITIL 4
• ITIL 4 Evolution
• ITIL 4 Best Practices
• ITIL 4 Certification Scheme
• ITIL v3 and ITIL 4
• Purpose of the ITIL Foundation Qualification
• Who Benefits from the Course
• Case Study

Module 1: The Key Concepts of Service Management

Learning Objectives

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-creation
• Organizations, service providers, service consumers, and other stakeholders
• Products and services
• Service relationships
• Value: 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 Services
• Chapter 3: Key Concepts of Service Relationships
• Quiz & Assignment

Module 2: The Guiding Principles

Learning Objectives

‘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 the framework into their current service management approach.

These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, ITIL’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

The ITIL 4 Guiding Principles include:

• 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

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

Learning Objectives

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 that must be considered when designing, managing, or operating an organization.

They include:

• Organizations and people
• Information and technology
• Partners and suppliers
• Value 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 syllabus and how they enable a holistic approach to ITSM.

Module 4: Service Value System (SVS)

Learning Objectives

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 principles
• Governance
• Service value chain
• Practices
• Continual 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

Learning Objectives

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

Learning Objectives

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 Improvement
• Information Security Management
• Relationship Management
• Supplier Management
• Availability Management
• Capacity and Performance Management
• Change Control
• Incident Management
• IT Asset Management
• Monitoring and Event Management
• Problem Management
• Release Management
• Service Configuration Management
• Service Continuity Management
• Service Desk
• Service Level Management
• Service Request Management
• Deployment 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

Learning Objectives

The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer ITIL 4 practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

• Chapter 1: Continual Improvement
• Chapter 2: Change Control
• Chapter 3: Incident Management
• Chapter 4: Problem Management
• Chapter 5: Service Request Management
• Chapter 6: The Service Desk
• Chapter 7: Service Level Management
• Quiz & 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.

2x Practice Exam Simulators

Learning Objectives

These ITIL 4 practice exams are designed to simulate the conditions that students will face when taking the official ITIL Foundation examination. It will be well worth testing your knowledge on the framework before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with. You are also advised to spend a minimum of 14 hours going through your ITIL 4 online training materials before arranging any ITIL 4 exams.

When you feel you are ready to sit the ITIL Foundation exam, simply contact Good e-Learning to request your FREE ITIL 4 exam voucher.

Exams

In order to achieve your ITIL Foundation qualification, you must pass the ITIL® 4 Foundation exam. You can take the ITIL 4 exam online (virtually) using a service provided by PeopleCert.

When you have completed this course, you will be ready to start preparing for the ITIL 4 Foundation exam. To support you with this, this eLearning course contains two practice exams that will simulate the conditions of the real thing.

This course comes with a FREE exam voucher to let you avoid ITIL Foundation exam costs. It is also eligible for Exam Pledge (a free resit on us!) - That's how confident we are that you'll pass the exam on the first attempt!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL 4 Foundation exam:

• This is a multiple-choice 'Objective Test Question' (OTQ) exam consisting of 40 questions
• There is a time limit of 60 minutes to complete the exam
• The exam is closed book, with only the provided materials being permitted for use
• The pass mark for the exam is 65%: you must get 26 out of 40 questions correct
• In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

You will be tested on:

• The key concepts of service management
• How the ITIL guiding principles can help an organization adopt and adapt service management
• The four dimensions of service management
• The purpose and components of the ITIL service value system
• The activities of the service value chain and how they interconnect
• The purpose and key terms of 18 ITIL practices
• The 7 essential ITIL practices

FAQs

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

ITIL 4 is the latest iteration of ITIL, the world's leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does the ITIL certification path look like?

Students start with 'ITIL Foundation'. Passing the Foundation exam then enables them to choose modules in the 'ITIL Managing Professional' or 'ITIL Strategic Leader' streams.

After passing all intermediate modules, students can then move on to the rank of 'ITIL Master'.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

Pricing & Offers

Pricing:

• ITIL® 4 Foundation
  
  • $960

Payments:

• We accept all major credit cards.

Other Offers:

• All discounts may not be combined with any other discounts or offers.

Course Format & Details

Format:

This course is offered completely online with our partner and host Good eLearning.

Access:

Once students have completed registration and payment is processed they will receive notification and access to the course (usually no longer than 3 business days).

Registration Policies

Registration Policies:

• All confirmed registrations must be paid in advance.
  • Special arrangements can be made for select government agencies. Please contact us for these special arrangements.
• Registrations are transferable within your organization (to a colleague) on request.
• Confirmation of registrations will be subject to timely receipt of payment.
• Prices stated here include tax. Import duties and/or local taxes/GST/VAT, if applicable, are NOT INCLUDED in prices and must be borne by the registrant.
• Registration allows us to use the name of your organization in our future marketing activities as our customer and you also release us to publish any images taken of the student for marketing purposes.

Cancellation Policy:

• No cancellations are available. Once registration is confirmed, you have 90 days to complete the training.