ITIL® 4 Foundation Training

Course Outline

This ITIL 4 Foundation Training course is designed for professionals who want to adopt ITIL to improve service management. In this course, you will gain the knowledge needed to pass the ITIL 4 Foundation Certification exam, learn about the end-to-end IT/digital operating model, and use the ITIL 4 model to create, deliver, and continuously improve tech-enabled products and services.

You will also explore the service value chain and IT service management practices, identify opportunities to develop IT practices using ITIL guidelines, and recognize the importance of IT and business integration. The course includes instructor-guided or self-paced learning options, practice exams, prep questions, and additional resources.

ITIL® 4 Foundation Training Benefits

This ITIL 4 Foundation Training course includes:
- Instructor-guided or self-paced learning options
- Accredited course content and curriculum
- ITIL 4 Foundation exam
- Take2 exam re-sit
- Practice exams, prep questions, and additional resources
In this ITIL 4 Foundation course, you will learn the following:
- The ITIL 4 end-to-end IT/digital operating model.
- How to use the ITIL 4 model to create, deliver, and continuously improve tech-enabled products and services.
- The impact of technology and IT teams in a broader business strategy.
- Prepare for and pass the ITIL 4 Foundation certification exam.
- Identify opportunities to develop IT practices using ITIL guidelines.
- Interact with IT teams using ITIL 4 terminology and concepts.
- Explore the service value chain and IT service management practices.
- Recognize the importance of IT and business integration.
- Continue learning and face new challenges with after-course one-on-one instructor coaching.
ITIL 4 Foundation Training Prerequisites

No specific experience is required to join! But do bring your curiosity and willingness to try new, innovative things.
ITIL 4 Foundation Certification Information

To earn this certification, you must:
- Sit for the ITIL 4 Foundation exam via PeopleCert®’s online proctoring service.
- Score a 65% on the exam in 60 minutes.

ITIL 4 Foundation Training Outline

Module 1: Service Management

The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.

Service Value System (SVS) and Service Value Chain
Organizations
Service Provisioning and Consumption
Customers, Users, Sponsors, and Other Stakeholders
Services, Products, and Service Offerings
Service Relationships
Value, Outcomes, Costs, and Risks
Utility and Warranty

Module 2: The Four Dimensions

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Module 3: The Service Value System

Opportunity, Demand, and Value
Guiding Principles
Governance
ITIL Practices
Continual Improvement
Organizational Silos

Module 4: The Service Value Chain

Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
Inputs of the SVS: Opportunities & Demand
Outcome of the SVS: Value
Addressing the Challenges of Silos

Module 5: The Seven 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

Module 6: ITIL Practices: Practice Overview and General Management Practices

Practices and Processes
Continual Improvement
Information Security Management
Supplier Management
Relationship Management

Module 7: ITIL Practices: Service Management and Technical Management Practices

Service Level Management
Event Management
Service Desk
Service Request Management
Incident Management
Problem Management
Change Enablement
IT Asset Management
Service Configuration Management
Release Management
Deployment Management