ITIL(R) 4 Foundation – IT Service Management Certification

The ITIL® 4 Foundation Certificate course provides comprehensive first-level training for anyone involved in provision, support, or delivery of IT-enabled services in a modern digital organization.
ITIL 4 Foundation course teaches the fundamentals of the very latest version of the most widely adopted guidance on IT service management (ITSM) in the world.
ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organization work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.
The course is comprised of interactive learning sessions, exercises which reinforce the knowledge gained and practice exam questions. In preparation for taking the certificate exam on the final day, delegates will need to plan to spend 90-120 minutes each evening on revision and example examination questions.
The course culminates in a one-hour multiple-choice examination for the ITIL 4 Foundation Certificate and is a pre-requisite for the further training in ITIL 4. The exam is multi-choice. There are 40 questions to be completed in 60 minutes. The pass mark is 26 correct answers from 40 (65%).

Osallistumismuoto

Remote

Kesto

3 days

Hinta

2206 €

The ITIL® 4 Foundation course provides a comprehensive introduction to IT service management and the ITIL framework. It is designed for individuals involved in the delivery, support, or management of IT-enabled services in modern digital organisations.

This course introduces learners to key ITIL concepts such as the Service Value System (SVS), the service value chain, the four dimensions of service management, and ITIL’s guiding principles. Learners will also explore the most important ITIL practices and how these support value creation through service delivery. A blended learning format combines digital content and live instruction, enabling learners to apply knowledge in practical scenarios.

Goal

By the end of this course, learners will be able to:

Identify and understand the key concepts of IT service management
Describe the purpose and structure of the ITIL 4 Service Value System (SVS)
Recognise the components and activities of the service value chain
Explain the four dimensions of service management
Understand and apply the seven ITIL 4 guiding principles
Explore the 15 ITIL practices, with in-depth knowledge of seven key practices
Use ITIL terminology and concepts to support value co-creation in organisations

Prerequisites

There are no formal prerequisites.

Target audience

This course is suitable for:

IT professionals at all levels
Service managers and team leads
Customers and users involved in service provision or consumption
Anyone looking to understand and adopt ITIL-based service management practices

Course Content

Course introduction

What is ITIL 4 and how it supports service management
Introduction to value and service-based thinking

Key concepts of service management

Understanding value and value co-creation
Service providers, consumers, and stakeholders
Definitions of products, services, and service offerings
Outputs, outcomes, utility, and warranty

The ITIL 4 Service Value System

Components and benefits of the SVS
The service value chain and how it enables value creation
Challenges and practical applications of the SVS model

The ITIL 4 practices in detail

Service desk
Incident management
Problem management
Service request management
Service level management
Change enablement
Continual improvement

The ITIL 4 guiding principles

Overview of the seven principles
Applying guiding principles in practice

The four dimensions of service management

Organisations and people
Information and technology
Partners and suppliers
Value streams and processes

Other ITIL 4 practices

Overview of eight additional practices
Understanding terminology and foundational concepts
Example: relationship management

Exams and assessments

This course includes a formal certification exam:

40 multiple-choice questions
60 minutes duration
Closed book format
Pass mark: 26 out of 40 (65%)
The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course

From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.

Hands-on learning

Learners will:

Engage in guided revision activities and practice questions
Apply ITIL concepts to real-world examples during interactive sessions
Use case-based learning to reinforce ITIL frameworks
Receive instructor guidance and peer collaboration throughout