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 → 

 

Practical information about the course

Duration: 2 days

Time: 9.00 – 17.00

Price: Please get in touch

Exam fee: 1.950,- excl. VAT (mandatory). After 1. January 2020 the exam fee is 2.050,- excl. VAT.

The price includes course material, sample papers and the unique Peopleteam pre-study 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.

You will be introduced to the management of modern IT-enabled services. You will learn the language of IT service management and the key concepts that will enable you to improve your own daily work and the work of your organization using the ITIL 4 guidance. You will gain an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and methods like Agile, Lean and DevOps. The course is completed with the new ITIL® 4 Foundation certification.

 

Course content

ITIL 4 provides a 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.

After certification you will have one year of free access to My ITIL® (worth €75). Here you will have access to ITIL Practice Guides and real life company cases.

 

Agenda

ITIL 4 concepts and principles

  • 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

Practices (evolution of processes)

  • 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 for everyone delivering or managing digital services.

The course is relevant for e.g.:

  • IT professionals
  • IT managers
  • Process owners and -managers
  • Project managers
  • Enterprise architects
  • Service- and customer responsibles
  • Service management consultants
  • Anyone involved in operation or management of the organization’s service processes

 

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 available for PC, tablet and mobile phone, also offline.

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. Exam duration: 60 minutes (plus an additional 15 minutes if English is not your main language).

The exam is a closed book exam consisting of 40 multiple choice questions. Pass mark is 65% correct answers (26 correct out of 40 questions).

Accreditation

Peopleteam is Accredited Training Organization (accredited by PeopleCert).

 

Prerequisites

There are no formal prerequisites to the course. However, we recommend a general understanding of everyday life in an IT organization. Also, participants experience significantly better exam results if they spend time on preparation for the course, concentrate fully during the two and rehearse the theory between the course days.

 

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

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

ITIL 4 compared to ITIL version 3

ITIL 4 has evolved extensively from ITIL version 3, providing a much more practical and flexible basis for the digital transformation of any organization. ITIL 4 focusses on two-way co-creation of value with all stakeholders including the service provider itself – where ITIL V3 focussed primarily on one-way delivery of IT services to customers and users.

You will still find the classic ITIL V3 processes in ITIL 4. These have evolved into “practices” and cover all the elements that are necessary to make the processes work in practice in daily work. There is no “process for the sake of the process”, but only processes where these contribute to value.

 

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