Overview

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Why ITIL

The ITIL 4 Foundation certification enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech enabled products and services.

Learning Outcomes

A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services.

  • The guiding principles of ITIL 4
  • The four dimensions of Service Management
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Course Modules

1. Understand the key concepts of service management

1.1 Recall the definition of:

a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor

1.2 Describe the key concepts of creating value with services:

a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty

1.3 Describe the key concepts of service relationships:

a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption

2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

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

2.2 Explain the use of the guiding principles

a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d) Collaborate and promote visibility
e) Think and work holistically
f) Keep it simple and practical
g) Optimize and automate

3. Understand the four dimensions of service management

3.1 Describe the four dimensions of service management

a) Organizations and people
b) Information and technology
c) Partners and suppliers
d) Value streams and processes

4. Understand the purpose and components of the ITIL service value system

4.1 Describe the ITIL service value system

5. Understand the activities of the service value chain, and how they interconnec

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

5.2 Describe the purpose of each value chain activity:

a) Plan
b) Improve
c) Engage
d) Design & transition
e) Obtain/build
f) Deliver & support

6. Know the purpose and key terms of 15 ITIL practices

6.1 Recall the purpose of the following ITIL practices:

a) Information security management
b) Relationship management
c) Supplier management
d) IT asset management
e) Monitoring and event management
f) Release management
g) Service configuration management
h) Deployment management
i) Continual improvement
j) Change control
k) Incident management
l) Problem management
m) Service request management
n) Service desk
o) Service level management

6.2 Recall definitions of the following ITIL terms:

a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Known error

7. Understand 7 ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

a) Continual improvement including:- The continual improvement model
b) Change control
c) Incident management
d) Problem management
e) Service request management
f) Service desk
g) Service level management

 

Exam Details

ITIL Foundation exam format

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) – 65%
  • 60 minutes’ duration
  • Closed book.

 

ITIL 4 Progression path

Below are the four certification levels within the ITIL 4 scheme:
Level 1: ITIL 4 Foundation
Level 2: ITIL 4 Managing Professional
Level 3: ITIL 4 Strategic Leader
Level 3: ITIL 4 Master.

Target Audience

Training is primarily intended to help IT architects, IT planners, IT consultants, IT audit or security managers, and anyone interested in enhancing the quality of IT service management. ITIL certification is an essential requirement for professionals who need to learn the fundamentals of ITIL frameworks and how they may be used to enhance the quality of IT service management.

This certification is best suited for:

  • IT Managers/Support Teams
  • IT Architects, Planners and Consultants
  • System Administrators/Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management Team/Development Team
  • Process Owners/Practitioners
DatesDurationLocation
01-11-2021 to 03-11-20213 DaysAFRALTI
07-02-2022 to 09-02-20223 DaysAFRALTI
02-05-2022 to 04-05-20223 DaysAFRALTI
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