ITIL® 4 Foundation Certification Course Overview
ITIL® 4 Foundation Certification Course Outline
Module 1: Introduction
- What is ITIL®?
- ITIL® 4 Certification Journey
- Course Objectives
- About the Course
Module 2: Key Concepts of Service Management
- Concept of Value
- What Do We Mean by Value?
- Definition of Value
- What is an Organisation?
- How is Value Created Between Organisations?
- Service Relationships
- Providers and Consumers Co-Create Value
- Stakeholder and Service Consumer Roles
- Stakeholders
- Service Provider Organisations
- Service Consumer Organisations
- Other Stakeholders
- How is Value Created?
- Service Consumer Roles
- Activity
- Service Offerings
- What is a Product?
- What is a Service?
- What is a Service Offering?
- Creating Value with Services
- Value Co-Creation
- Service Provider
- What are Service Consumers?
- What are Products and Services?
- Definitions
- What are Service Relationships?
- What is the Meaning of Service Provision?
- What is Service Consumption?
- Service Relationship Management
- How Organisations Co-Create Value?
- Service Relationship Model
- Value, Outcomes, Costs, and Risk
- Definitions
- What Can Be Described as Utility and Warranty?
- Review and Reflect
- Quiz
Module 3: Key Concepts of ITIL® 4
- Four Dimensions of Service Management
- Holistic Approach to Service Management
- Four Dimensions of Service Management
- Organisations and People
- What the Dimension Includes?
- What is Culture, and Why is it Needed?
- What a Supportive Culture Requires?
- What to Pay Attention to?
- Organisational Complexities
- Information and Technology
- Things to Consider
- Partners and Suppliers
- Organisations and their Partners and Suppliers
- Forms of Cooperation
- What Goes into Supplier Strategy?
- What is a Value Stream?
- Value Streams and Processes
- Questions to create, deliver and improve
- Activity
- ITIL® Service Value System
- ITIL® SVS
- ITIL® SVS Inputs
- Governance
- Challenges of Silos
- Need for Continual Improvement
- Applying the SVS
- Service Value Chain
- Introduction to the ITIL® Service Value Chain
- Opportunity Vs Demand
- Converting Inputs into Outputs
- Service Value Chain, its Practices, and Value Streams
- Activities
- Review and Reflect Quiz
Module 4: Guiding Principles
- Introduction to the Guiding Principles
- What is a Guiding Principle?
- Focus on Value
- How is Value is Perceived?
- CX and UX
- How Would You Apply this Principle?
- Start Where You Are
- Assess Where You Are
- Role of Measurement
- Applying the Principle
- Progress Iteratively with Feedback
- Role of Feedback
- Use of Feedback Loops
- Iteration and Feedback Together
- Collaborate and Promote Visibility
- Communication and Visibility
- Key Collaboration Pairs
- Promote Visibility
- Think and Work Holistically
- Keep it Simple and Practical
- Judging What to Keep
- Conflicting Objectives
- Applying the Principle
- Optimise and Automate
- Road to Optimisation
- Using Automation
- Applying the Principle
- Activity: Case Studies
- Using the Guiding Principles
- Guiding Principles in Context
- Guiding Principles Your Examples
- Principle Interaction
- Applying the Guiding Principles
- Guiding Principles: Task
- Principle Interaction
- Review and Reflect Quiz
- Extension Activity 2
Module 5: ITIL® 4 Management Practices
- Purpose of the ITIL® Practices
- Management Practices
- 34 ITIL® Management Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
- Overview of Eight ITIL® Practices
- Eight Practices
- Information Security Management
- Contribution of Information Security Management to SVC
- Relationship Management
- Supplier Management
- Evaluating and Selecting Suppliers
- Contribution of Supplier Management to SVC
- IT Asset Management
- Contribution of IT Asset Management to SVC
- Service Configuration Management
- Contribution of Service Configuration Management to SVC
- Monitoring and Event Management
- Contribution of Monitoring and Event Management to SVC
- Deployment Management
- Approaches for Deployment
- Contribution of Deployment Management to SVC
- Release Management
- Contribution of Release Management to SVC
- Key Management Practices – Part 1
- What is an Incident?
- Incident Management Guidance
- Incident Management Tools
- Incident Updates
- Types of Incidents
- Collaboration
- Swarming
- Third-Party Products and Services
- Incident Management Contribution to SVC
- Service Request Management
- What is a Service Request?
- Steps for Request Fulfilment
- Request Processes and Procedures
- Service Request Management Contribution to the SVC
- Methods of Fulfilling Requests
- Service Desk
- Automation
- Task: Service Desk ‘Pitch’
- Service Desk Provisions
- Service Desk Support
- Service Desk Skills
- Service Desk Contribution to the SVC
- Key Management Practices – Part 2
- Problem Management
- Phases of Problem Management
- Identifying a Problem
- Problem Control
- Workaround
- Error Control
- Links to Other Practices
- Interfaces
- Problem Management Contribution to the SVC
- Continual Improvement
- Applying Continual Improvement
- Continual Improvement Model
- What is the Vision?
- Where are We Now?
- Where do We Want to Be?
- CSFs and KPIs
- How do We get There?
- Take Action
- Did we Get There?
- How do We Keep the Momentum?
- Methods to Continually Improve
- Continual Improvement Activity
- Tracking
- CI Responsibility
- Continual Improvement Contribution to the SVC
- Key Management Practices – Part 3
- Service Level Management
- Activity
- Service Level Agreements
- Key requirements for SLAs
- Watermelon SLA Effect
- Customer Engagement
- Customer Feedback
- Metrics
- Service Level Management Contribution to the SVC
- Change Enablement
- Define Change
- Scope of Change Enablement
- Change Authority
- Types of Change
- Scheduling
- Change Enablement Contribution to the SVC
- Review and Reflect
- Quiz
- Activities
- Course Review
- What’s Next?
Who should attend this ITIL® 4 Foundation Certification Training?
The ITIL® 4 Foundation Certification Course is crafted to provide a comprehensive understanding of the ITIL® framework, catering to a broad spectrum of individuals within and beyond the IT industry. This ITIL Certification is particularly valuable for:
- IT Managers
- Service Desk Managers
- System Administrators
- Network Engineers
- IT Consultants
- Project Managers
- Business Analysts
Prerequisites of the ITIL® 4 Foundation Certification
There are no formal prerequisites for attending this ITIL® 4 Foundation Certification Course.
ITIL® 4 Foundation Certification Training Overview
The ITIL® 4 Foundation Course introduces the latest iteration of IT Infrastructure Library (ITIL®) standards, a critical framework for managing and optimising IT services. Its relevance in today’s technology-driven world is paramount, as it aligns IT service operations with broader business strategies, enhancing efficiency and productivity.
Understanding the principles of the ITIL® 4 Foundation Course is vital for IT Professionals seeking to adapt to evolving business needs. It's particularly essential for Project Managers, IT Service Managers, and support staff. Mastering this subject ensures that IT operations contribute effectively to overall business success, enhancing customer satisfaction and business growth.
The Knowledge Academy's 2-day ITIL Certification Course offers a comprehensive overview of this framework, ensuring delegates quickly grasp its key concepts and practices. This efficient training approach is designed to expedite the certification process, providing participants with the skills needed to implement ITIL® standards effectively in their organisations.
Course Objectives
- To introduce the core concepts and principles of the ITIL® 4 framework
- To equip participants with the skills to effectively manage IT services aligning with business goals
- To prepare attendees for the ITIL® 4 Foundation Certification exam
- To demonstrate the integration of ITIL® 4 with modern digital technologies
- To enhance practical understanding through real-world examples and case studies
Upon completion of the ITIL Certification, participants will have a thorough understanding of ITIL® principles and their application in the real world. They will be well-prepared for the certification exam and possess the skills necessary to improve IT service management within their organisations, ensuring alignment with business objectives and enhancing overall efficiency.
What's included in this ITIL® 4 Foundation Certification Course?
- The ITIL® 4 Foundation Examination
- World-Class Training from Experienced ITIL® Instructors
- ITIL® 4 Foundation Certificate
- Digital Delegate Pack
ITIL® 4 Foundation Exam Information
The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices.
- Question Type: Multiple Choice
- Total Questions: 40
- Total Marks: 40 Marks
- Pass Mark: 65% or 26/40 Marks
- Duration: 60 minutes
- Open Book/ Closed Book: Closed Book
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.
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Foundation Certification Course. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's ITIL® 4 Foundation Certification Course, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's ITIL® 4 Foundation Certification Course. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® 4 Foundation Certification Course sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ITIL® 4 Foundation Certification Course at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our ITIL® 4 Foundation Certification Course offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
Trainer was knowledgeable and covered all the topics well.
Harish M
I would highly recommend Mr. Satheesh as a trainer. He has excellent subject knowledge, explains concepts clearly, and encourages interaction. He’s approachable, patient, and willing to help, making the learning experience effective.
Prabodh Vaidya
Extremely knowledgeable and a dynamic trainer with experience and expertise.
Neha Verma
ITIL® 4 Foundation Certification Course FAQs
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Trusted & Approved
Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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