ITIL® 4 Foundation (English)


The fundamental course for IT professionals

Update yourself with the latest knowledge on the world’s most acknowledged service management guidance – now in the latest version.

Internal company course? Please contact us → 

General information about the course

Duration: 2 days
Time: 9.00 – 17.00
Course fee: Contact us
Exam fee: DKK 1.950,- excl. VAT

The course price includes breakfast/lunch/cake/beverages and course material.

The purpose of the ITIL 4 course

On this fundamental course you will get a detailed introduction to ITIL with special emphasis on structure, basic concepts and terminology.
The course introduces the participants to the management of modern IT-enabled services. You will learn the language of IT service management and the key concepts that will allow you to improve your work and the work of your organization using the ITIL 4 guidance. Participants will gain an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies. The course is completed with the new ITIL® 4 Foundation certification.

Course content and the new content compared to ITIL version 3

ITIL 4 is a comprehensive development of ITIL based on version 3, providing a much more practical and flexible basis for the digital transformation of any organization. ITIL 4 contributes with an operational and end-to-end digital model for the delivery and operation of products and IT services. ITIL 4 enables the IT department to play a bigger and more crucial role in the business strategy. In addition, ITIL 4 also provides an overall end-to-end perspective that integrates both DevOps, Lean IT and agile development.
As in the previous versions, the new ITIL 4 Foundation provides the participants with the fundamental understanding for working with IT service management. This includes the understanding of ITIL® 4’s IT service management framework, terminology and concepts.
If you choose to be certified, you will have access to My ITIL. Here you will have access to practical examples, guides and company cases that you can use for a whole year after your course.

Agenda

Day 1

  • The service management key concepts
  • How your organization creates value by managing results, costs and risks
  • The importance of service relations
  • ITIL 4 key concepts
  • The four dimensions of ITSM
  • The Service value system
  • The service value chain
  • The guiding principles – philosophy and application

Day 2

  • Introduction to ITIL 4 practices
  • Definition of key terms in 7 ITIL practices
  • The purpose of 15 of the 34 ITIL practices
  • Further details regarding:
    • The service desk
    • Incident management
    • Problem management
    • Service level management
    • Service request management
    • Change control
    • Continual Improvement

Target audience and prerequisites

This course is targeted everyone working with management of digital services.
The course is relevant for e.g.:

  • Any IT professional performing or managing the organization’s service processes
  • IT managers
  • Process owners and -managers
  • Project managers
  • Enterprise architects
  • Service- and customer responsibles
  • Service management consultants

There are no formal prerequisites to the course. However, we recommend a general understanding for everyday life in an IT organization. You must also be able to concentrate fully on the course and rehearse between the course days, as many participants perceive the course as very intensive.

Course information

The course is held in English with English course material and an English exam.

Course material

We use e-material that is designed for the ITIL 4 Foundation course. The material is interactive and can be used on PC, tablet and mobile phone.

Both online and offline versions are available.

Your notes in the material are synchronized across your devices.

Remember to bring your own PC in order to use the e-material and to sit the online exam.

The exam

The exam takes place on day 2 of the course (around 3 PM). The exam is online, so you must bring a laptop with online capability. The exam duration is 75 minutes and is a closed book exam. It consists of 40 multiple choice questions with a pass mark of 65% correct answers.

Accreditation

Peopleteam is an ATO Affiliate at Aim4Knowledge accredited by PeopleCert.

What about ITIL® v3 Foundation? Is it still available?

Peopleteam continues to offer ITIL v3 Foundation as a internal company course.

Contact us for a discussion of opportunities → 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.