ITIL® Foundation V4

What you will learn

ITIL training provides individuals with a structured approach for
developing their competencies in the current and future workplace. The
accompanying guidance also helps organizations to take advantage of
the new and upcoming technologies, succeed in making their digital
transformations, and create value as needed for themselves and their
customers.
ITIL 4’s holistic approach raises the profile of service management in
organizations and industries, setting it
within a more strategic context. Its focus tends to be on end-to-end
product and service management, from
demand to value.
This course leads to the ITIL® Foundation level certification. Delegates
are prepared for the Foundation examination. The Foundation
qualification is a pre-requisite for the ITIL Intermediate examinations.
The ITIL Foundation examination is a closed- book 60 minute 40 multiple
choice question paper. The pass mark is 65% (26 marks required to pass
out of 40 available)

Prerequisites

There are no pre-requisitesfor this course.
Course Learning Objectives
• To provide a basic understanding of the ITIL framework
• To understand how ITIL can be used to enhance the quality of IT service management within an organization
• To enable comprehension and / or awareness of key areas of the ITIL framework:
• To prepare to sit the ITIL Foundation Exam

What is included

• Chapter Tests and Evaluation Tests: These tests assess the delegate’s degree of understanding of the respective
chapter content.
• AXELOS Sample Papers: To get a feel of the actual ITIL Foundation exam, take the AXELOS full length sample
papers as part of our online course and assess your responses with the provided answers to the same.

What is NOT included

• ITIL V4 Certification Exam: Please note that the certification exam is NOT part of this course. If you want to
order the certification exam, please contact your account manager.

Course Outline

Introduction to ITIL V4
Key Concepts of Service Management
• Key Concepts
• Products and Services
• Value: Outcomes, Costs, and Risks
Four Dimensions of Service Management
• Dimensions of Service Management
• Partners and Suppliers
• Value Streams for Service Management
ITIL Service Value System
• The ITIL Service Value System
• Organizational Agility and Organizational Resilience
• ITIL, Agile, and DevOps
• Current State Assessment
• Collaboration and Visibility
• Simplicity and Practicality
• Optimization and Automation
• Service Value Chain
• Value Chain Activities
• Continual Improvement
• Continual Improvement – Guiding Principles

ITIL Management Practices

• ITIL Management Practices
• General Management Practices
• Continual Improvement
• Knowledge Management
• Organizational Change Management
• Portfolio Management
• Project Management and Relationship
Management
• Risk Management and Service Financial
Management
• Strategy Management and Supplier
Management
• Workforce and Talent Management
• Availability Management and Business Analysis
• Capacity Management and Change Control
• Incident Management and IT Asset
Management
• Monitoring and Event Management, and
Problem Management
• Release Management and Service Catalogue
Management
• Service Configuration Management and Service
Continuity Management
• Service Design
• Service Desk and Service Level Agreement
• Service Request Management and Service
Validation and Testing
• Technical Management Practices