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Ready-To-Use, Accredited Courseware For ITIL® 4 FOUNDATION

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  • value and value co-creation

ITIL® 4 Foundation Course Information

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).

ITIL® 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.
This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management.

Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam.
Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment.
You’ll learn:
• Understand the key concepts of service management
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Know the purpose and key terms of 18 ITIL practices
• Understand 7 ITIL practices


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.

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    The course is designed as per the complete official syllabus of Axelos for ITIL 4 Foundation.
    Learning
    Outcome    		Assessment CriteriaBLNo.
    marks
    1. Understand
    the key concepts
    of service
    management    		1.1 Recall the definition of:
    a) Service (2.3.1)
    b) Utility (2.5.4)
    c) Warranty (2.5.4)
    d) Customer (2.2.2)
    e) User (2.2.2)
    f) Service management (2.0)
    g) Sponsor (2.2.2)    		BL12
    1.2 Describe the key concepts of creating value with services (2.1, 2.1.1, 2.2 and
    all subsections of 2.5):
    a) Cost
    b) Value
    c) Organization
    d) Outcome
    e) Output
    f) Risk
    g) Utility
    h) Warranty    		BL22
    1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1):
    a) Service offering
    b) Service relationship management
    c) Service provision
    d) Service consumption    		BL21
    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 (4.3, 4.3.8)BL21
    2.2 Explain the use of the guiding principles (4.3):
    a) Focus on value (4.3.1 – 4.3.1.4)
    b) Start where you are (4.3.2 – 4.3.2.3)
    c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)
    d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)
    e) Think and work holistically (4.3.5 – 4.3.5.1)
    f) Keep it simple and practical (4.3.6 – 4.3.6.3)
    g) Optimize and automate (4.3.7 – 4.3.7.3)    		BL25
    3. Understand
    the four
    dimensions of
    service
    management    		3.1 Describe the four dimensions of service management (3):
    a) Organizations and people (3.1)
    b) Information and technology (3.2)
    c) Partners and suppliers (3.3)
    d) Value streams and processes (3.4-3.4.2)    		BL22
    4. Understand
    the purpose and
    components of
    the ITIL service
    value system    		4.1 Describe the ITIL service value system (4.1)BL21
    5. Understand
    the activities of
    the service value
    chain, and how
    they interconnect    		5.1 Describe the interconnected nature of the service value chain and how this
    supports value streams (4.5)    		BL21
    5.2 Describe the purpose of each value chain activity:
    a) Plan (4.5.1)
    b) Improve (4.5.2)
    c) Engage (4.5.3)
    d) Design & transition (4.5.4)
    e) Obtain/build (4.5.5)
    f) Deliver & support (4.5.6)    		BL21
    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 (5.1.3)
    b) Relationship management (5.1.9)
    c) Supplier management (5.1.13)
    d) IT asset management (5.2.6)
    e) Monitoring and event management (5.2.7)
    f) Release management (5.2.9)
    g) Service configuration management (5.2.11)
    h) Deployment management (5.3.1)
    i) Continual improvement (5.1.2)
    j) Change control (5.2.4)
    k) Incident management (5.2.5)
    l) Problem management (5.2.8)
    m) Service request management (5.2.16)
    n) Service desk (5.2.14)
    o) Service level management (5.2.15)    		BL15
    6.2 Recall definitions of the following ITIL terms:
    a) IT asset (5.2.6)
    b) Event (5.2.7)
    c) Configuration item (5.2.11)
    d) Change (5.2.4)
    e) Incident (5.2.5)
    f) Problem (5.2.8)
    g) Known error (5.2.8)    		BL12
    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 (5.1.2) including:
    - The continual improvement model (4.6, fig 4.3)
    b) Change control (5.2.4)
    c) Incident management (5.2.5)
    d) Problem management (5.2.8)
    e) Service request management (5.2.16)
    f) Service desk (5.2.14)
    g) Service level management (5.2.15 – 5.2.15.1)    		BL217
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