ITIL 4 is an evolution from ITIL v3, providing a practical and flexible transition that allows organizations to adopt the new ways of working required by the modern digital world. This update on ITIL reflects the fast-paced and complex environment we live in, and new ways of working and emerging practices.
In this class, you’ll learn about key ITIL structures, processes, and terminology, while discussing the practical implications of Service Management concepts. The course lays the groundwork upon which all further knowledge in specific areas of ITIL will be built.
This is a new two-day course that prepares you for the examination leading to the new Foundation Certificate In IT Service Management.
The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).
What’s the difference between ITIL v3 and ITIL 4? In a nutshell, ITIL v3 describes Service Management around 26 processes and functions that are part of a continuous process of 5 life cycles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. All of the v3 body of knowledge is still very worthwhile and relevant!
ITIL 4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.
ITIL® is a registered trademark of AXELOS Limited.
ITIL® is a registered Trademark of AXELOS Limited. All rights reserved.
At the end of this new two-day course, attendees will have an understanding of the following:
The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL 4 service management framework.
The ITIL® 4 Foundation certificate is awarded on successful completion of the exam. The exam is closed book with forty (40) multiple choice questions. The pass grade is 65% (26 out of 40 questions). The exam lasts 60 minutes.
Individuals at the start of their journey in Service Management; ITSM managers and aspiring ITSM managers; individuals working in other areas of IT (digital, product, development) with a strong interface with service delivery; existing ITIL qualification holders wishing to update their knowledge.
Module 1: Introduction
Module 2: Key Concepts in IT Service Management
Module 3: ITIL Guiding Principles
Module 4: The Service Value Chain
Module 5: ITIL General Management Practices
Module 6: ITIL Service Management Practices
Module 7: ITIL Technical Management Principles
Module 8: Exam Prepration