ITIL 4 Foundation – IT Service Management Certification

ITIL 4 Foundation Certification

ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services.

ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL 4 journey or people looking to update their existing ITIL knowledge.

Learning objectives

Upon successfully completing the training course, participants will be able to:

• How modern IT and digital service organizations operate?
• How value streams increase speed and efficiency?
• How cultural or behavioural principles guide work that benefits the wider organization?
• How to use commonly-used service management terms and concepts

Examination Format

• 40 questions
• Multiple choice Questions
• Closed Book
• 60 Minutes
• 26 out of 40 marks required to pass (65%)

Prerequisites

There are no formal prerequisites for the ITIL 4 Foundation course. Anyone interested in learning about IT service management (ITSM) can enroll, regardless of their background or prior experience.

ITIL 4 Foundation Syllabus

It covers the core concepts of ITIL 4, including the service value system, guiding principles, and key ITIL practices. The syllabus is structured around understanding the ITIL framework, its key concepts, and how it can be applied to improve service management practices.

Key areas covered in the syllabus include:
Introduction to ITIL 4:
Understanding the core concepts, framework, and benefits of ITIL 4.

ITIL Key Concepts:
Defining and understanding the relationships between service, service management, value, stakeholders, products, and services.

ITIL Guiding Principles:
Learning and applying the seven 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, and Optimize and automate).

Four Dimensions of Service Management:
Understanding the four dimensions (Organizations and people, Information and technology, Partners and suppliers, Value streams and processes).

ITIL Service Value System:
Understanding the components and activities of the service value system, including the service value chain and service value streams.

ITIL Practices:
Understanding the purpose and key terms of 15 ITIL practices, such as Information Security Management, Relationship Management, Supplier Management, Continual Improvement, Incident Management, and Problem Management.
Specific areas within the practices include:

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, and service level management.

Understand key terms:
IT asset, event, configuration item, change, incident, problem, and known error