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Curriculum

1.1 The basic key definitions of:

  • Service
  • Utility
  • Warranty
  • Customer
  • User
  • Service management
  • Sponsor

1.2 Describing Key Concepts of Creating Value & Services:

  • Cost
  • Value
  • Organization
  • Outcome
  • Output
  • Risk
  • Utility
  • Warranty

1.3 Describes Key Concepts of Service Relationship:

  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption

2.1 Describe the nature, use, and interaction of the guiding principles

2.2 Explain the use of the guiding principles

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

3.1 Explain the four dimensions of service management:

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

3.1 Explain the four dimensions of service management:

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

4.1 Describe the concept of the service value system

5.1 Describe the interconnected nature of the service value chain and how this supports value streams

5.2 Describe the purpose and other important details about each of the value chain activities:

  • Plan
  • Improve
  • Engage
  • design and transition
  • build and obtain
  • deliver and support

  • 6.1 Recall the purpose of the following ITIL practices:
  • Information security management
  • Relationship management
  • Supplier management
  • IT asset management
  • Monitoring and event management
  • Release management
  • Service configuration management
  • Deployment management
  • Continual Improvement
  • Change enablement
  • Incident management
  • Problem management
  • Service request management
  • Service desk
  • Service level management
  • 6.2 Learn about the various ITIL terms:
  • IT asset
  • Event
  • configuration item
  • Change
  • Incident
  • problem
  • known error

  • 7.1 Learn about each of the 7 ITIL practices and how they will fit in the whole service level chain

    • Continual Improvement (including) - continual improvement model
    • Change Enablement
    • Incident Management
    • Problem Management
    • Service Request Management
    • Service Desk
    • Service Level Management

     

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About ITIL FOUNDATION Certification

When everything is taken into account, the ITIL Foundation course provides you a strong foundation in IT service management, which makes you a valuable resource to businesses that place a high value on effective and efficient IT service delivery. Remember that maintaining up to date with industry best practices and applying ITIL concepts in realistic situations require both continual professional development and practical experience.

When everything is taken into account, the ITIL Foundation course provides you a strong foundation in IT service management, which makes you a valuable resource to businesses that place a high value on effective and efficient IT service delivery. Remember that maintaining up to date with industry best practices and applying ITIL concepts in realistic situations require both continual professional development and practical experience.

The ITIL Foundation course is designed to provide a solid understanding of IT service management principles and practices. While the course doesn't focus on hands-on technical skills, it equips you with practical knowledge and skills that can be applied in various IT service management scenarios. Here are some practical skills you can expect to gain after completing the ITIL Foundation course: Incident Management: Learn how to effectively manage and resolve incidents to minimize downtime and impact on users. Understand the process of recording, categorizing, prioritizing, investigating, and resolving incidents. Problem Management: Acquire skills in identifying and addressing the root causes of recurring incidents to prevent them from happening again. Learn how to conduct thorough problem analysis and implement permanent solutions. Change Management: Understand the change management process, including how to assess, authorize, and implement changes in a controlled and efficient manner. Learn to minimize the risks associated with changes. Service Level Management: Gain practical knowledge in defining, negotiating, and managing service level agreements (SLAs) to meet customer expectations. Learn how to monitor and report on service levels. Service Desk Operations: Understand the role and functions of the service desk. Learn how to provide effective support to users, handle service requests, and escalate issues when necessary. IT Service Continuity Management: Acquire skills in planning for and ensuring the continuity of IT services in the event of a disruption or disaster. Learn how to develop and maintain IT service continuity plans. Capacity Management: Understand the principles of capacity management, including how to ensure that IT resources meet current and future business requirements. Learn how to optimize resource usage and avoid performance issues. Availability Management: Gain practical knowledge in ensuring that IT services are available when needed. Learn how to identify and address potential risks to availability. Financial Management for IT Services: Understand the basics of financial management related to IT services, including budgeting, accounting, and charging for services. Learn how to optimize costs and demonstrate the value of IT services. Service Portfolio Management: Acquire skills in managing the complete set of IT services, including those in development, production, and retirement. Learn how to align the service portfolio with business goals. Risk Management: Learn how to identify, assess, and manage risks related to IT service delivery. Acquire skills in developing risk mitigation strategies. Continual Service Improvement: Develop a mindset of continual improvement. Learn how to identify areas for improvement, implement changes, and measure the impact on IT services.

ITIL v4 is the latest update to the IT Infrastructure Library, a framework for IT service management. It reflects the evolving IT landscape, emphasizing flexibility, value creation, and continuous improvement.

ITIL 4 builds upon ITIL v3 but has a more holistic approach. It focuses on service value system, guiding principles, and practices rather than specific processes.

No, having ITIL v3 certification is not mandatory for ITIL 4. However, transition modules might be available to bridge the knowledge gap.

The ITIL 4 certification scheme offers two main qualifications: ITIL 4 Foundation: Provides a broad understanding of ITIL 4 concepts. ITIL 4 Specialist and Managing Professional modules: Focus on specific areas like creating, delivering, and supporting IT services.

The ITIL 4 Foundation exam is a closed-book, multiple-choice format with a set time limit.

ITIL 4 certification demonstrates your understanding of modern IT service management best practices, making you a valuable asset in organizations seeking to improve their IT service delivery.

ITIL 4 and ISO 20000 (an IT service management standard) are complementary. ITIL 4 provides best practices, while ISO 20000 helps implement them for certification.

ITIL 4 certification is beneficial for IT professionals involved in service design, delivery, and support, including IT service managers, analysts, and consultants.

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Your Path to Acing Your ITIL FOUNDATION
Exam
Understand the ITIL 4 Framework
Familiarize yourself with the key concepts, principles, and components of ITIL 4.
Study the Core Publications
Pay attention to the key concepts, definitions, and best practices outlined in these publications.
Practice with Sample Questions
Solve numerous sample questions to assess your understanding and identify areas for improvement.
Join a Study Group or Online Community
Collaborate with other ITIL 4 learners to discuss topics, share insights, and stay motivated
Create a Study Plan
Develop a structured study plan that outlines your study schedule, topics to cover, and practice sessions.
Practice Under Exam Conditions
Time yourself to get accustomed to the exam duration and pacing
Get Certified
Ace your Exam
1
2
3
4
5
6
7
Understand the ITIL 4 Framework
Familiarize yourself with the key concepts, principles, and components of ITIL 4.
Study the Core Publications
Pay attention to the key concepts, definitions, and best practices outlined in these publications.
Practice with Sample Questions
Solve numerous sample questions to assess your understanding and identify areas for improvement.
Join a Study Group or Online Community
Collaborate with other ITIL 4 learners to discuss topics, share insights, and stay motivated
Create a Study Plan
Develop a structured study plan that outlines your study schedule, topics to cover, and practice sessions.
Practice Under Exam Conditions
Time yourself to get accustomed to the exam duration and pacing
Get Certified
Ace your Exam
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Learning Objectives
1
Understand the ITIL V4 Framework
Grasp the core concepts, principles, and components of the ITIL V4 framework.
2
Familiarize Yourself with the ITIL V4 Lifecycle
Learn about the four stages of the ITIL V4 lifecycle: strategy, design, transition, and operate.
3
Understand the ITIL V4 Value Chain
Learn how the ITIL V4 value chain connects IT services to business outcomes.
4
Master the ITIL V4 Practices
Study the key practices within the ITIL V4 framework, such as incident management, problem management, change management, and service level management.
5
Apply ITIL V4 Concepts to Real-World Scenarios
Practice applying ITIL V4 concepts to various IT service management scenarios.
6
Prepare for the ITIL V4 Foundation Exam
Develop effective study strategies and practice with mock exams to assess your knowledge and identify areas for improvement.
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Who This Course Is For
IT Service Manager
IT Portfolio Manager
Service Transition Manager
Service Operations Manager
Service Asset and Configuration Manager
Service Transition Manager
Prerequisites and Eligibility
There are no formal prerequisites for the ITIL Foundation certification.
 This certification is suitable for individuals at all levels of experience.
 A basic understanding of IT terminology will be helpful.
Frequently Asked Questions
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