ITIL® 4 Foundation - Accredited

What You Will Learn

At the end of this course, participants will be able to:
• Understand the key concepts of ITIL service management.
• Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
• Understand the four dimensions of ITIL service management.
• Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect. 
• Understand the key concepts of continual improvement.
• Learn the various ITIL practices and how they contribute to value chain activities.

Who Should Attend?

The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:
• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• Anyone working in a Devops team

 

Course Outline

Module 1: Course Introduction • Let’s Get to Know Each Other • Course Overview • Course Learning Objectives • Course Structure • Course Agenda • Introduction to IT Service Management in the Modern World • Introduction to ITIL 4 • Structure and Benefits of ITIL 4 • Case Study: Axle Car Hire • Case Study: Meet the Key People at Axle • Case Study: The CIOs Vision for Axle • Exam Details • ITIL 4 Certification Scheme Module 2: Service Management: Key Concepts • Intent and Context • Key Terms Covered in the Module • Module Learning Objectives • Value and Value Co-Creation • Value: Service, Products, and Resources • Service Relationships • Value: Outcomes, Costs, and Risks • Exercise: Multiple-Choice Questions Module 3: The Guiding Principles • Intent and Context • Identifying Guiding Principles • Key Terms Covered in the Module • Module Learning Objectives • The Seven Guiding Principles • Applying the Guiding Principles • Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of service Management • Intent and Context • The Four Dimensions • Key Terms Covered in the Module • The Four Dimensions and Service Value System • Module Learning Objectives • Organizations and People • Information and Technology • Partners and Suppliers • Value Streams and Processes • External Factors and Pestle Model • Exercise: Multiple-Choice Questions Module 5: Service Value System • Intent and Context • Service Value System and Service Value Chain • Module Learning Objectives • Overview of Service Value System • Overview of the Service Value Chain • Exercise: Multiple-Choice Questions Module 6: Continual Improvement • Intent and Context • Key Terms Covered in the Module • Introduction to Continual Improvement • Module Learning Objectives • The Continual Improvement Model • Relationship between Continual Improvement and Guiding Principles • Exercise: Multiple-Choice Questions Module 7: The ITIL Practices • Intent and Context • ITIL Management Practices • Key Terms Covered in the Module • Module Learning Objectives • The Continual Improvement Practice • The Change Control Practice • The Incident Management Practice • The Problem Management Practice • The Service Request Management Practice • The Service Desk Practice • The Service Level Management Practice • Purpose of ITIL Practices • Exercise: Crossword Puzzle

Price: $1,799

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

• Minimize the impact on your daily schedule by only training eight hours a day for three days.
• Learn only what you need to with targeted, topic-specific courses.
• Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

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Price: $1,799

Facilitated by a faculty member, this three-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

• Maintain adequate coverage in your support center by staggering training dates.
• Focus on learning by being out of the office.
• Structured discussions facilitate networking and learning from real-world experiences.
• To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

• Control class size and pick training dates that accommodate your business schedule.
• Focus on your organization’s key issues and pain points.
• Save money. With groups of eight or more, this option is often more cost effective.
• To learn more about this program, contact an account manager or call 1.800.248.5667.

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Certification Exam

Exam included with the public, virtual or onsite course.

Examination Format

Closed book, multiple choice (40 questions, 60 minutes duration, 65% or better is required to pass).

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