ITIL® 4 Foundation Pro
Certification
ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
The ITIL® 4 Foundation “Pro” is a 3-day classroom course based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® 4 Foundation exam.
In addition, the “Pro” edition offers a rich learning experience that helps participants relate ITIL to their own work environment. The course includes a case study (based on a fictitious organization, “Axle Car Hire”) that helps participants understand and experience the ITIL guiding principles, service value, and practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.
Training
This PeopleCert®-accredited course outlines the ITIL best practices framework and prepares the participant for the ITIL 4 Foundation certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT service management.
- Maximum class size: 25 students per class
- Duration of public and on-site course: 3 days
- Prerequisites: There are no prerequisites for this course.
- Required study material: Student courseware materials are provided with the course.
- Required number of study hours: Course hours: 17 hours + 6 hours of self-study
- Exam: Exam included with the public, onsite or virtual classes.
Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.
What You Will Learn
At the end of this course, participants will be able to:
- Understand the key concepts of ITIL service management
- Understand how ITIL guiding principles can help an organization adopt and adapt ITIL service management
- Understand the four dimensions of ITIL service management
- Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
- Understand the key concepts of continual improvement
- Learn the various ITIL practices and how they contribute to value chain activities
Who Should Attend?
The ITIL® 4 Foundation course fundamentally targets participants in the IT and business domains who wish to take first steps in service management, or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:
- IT support staff
- IT consultants
- Business managers
- Business process owners
- IT developers
- Service providers
- System integrators
- Anyone working in a DevOps team
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Feb 9, 2022 | Feb 11, 2022 | Virtual |
| Mar 22, 2022 | Mar 24, 2022 | Virtual |
| Apr 20, 2022 | Apr 22, 2022 | Virtual |
| Jun 13, 2022 | Jun 15, 2022 | Virtual |
| Aug 3, 2022 | Aug 5, 2022 | Virtual |
| Oct 12, 2022 | Oct 14, 2022 | Virtual |
| Dec 12, 2022 | Dec 14, 2022 | Virtual |
Course Curriculum
Module 1: Course Introduction
- Let’s get to know each other
- Course overview
- Course learning objectives
- Course structure
- Course agenda
- Introduction to IT service management in the modern world
- Introduction to ITIL 4
- Structure and benefits of ITIL 4
- Case study: Axle Car Hire
- Case study: Meet the key people at Axle
- Case study: The CIO’s vision for Axle
- Exam details
- ITIL 4 certification scheme
Module 2: Service Management – Key Concepts
- Intent and context
- Key terms covered in the module
- Module learning objectives
- Value and value co-creation
- Value: service, products, and resources
- Service relationships
- Value: outcomes, costs, and risks
- Exercise: multiple-choice questions
Module 3: The Guiding Principles
- Intent and context
- Identifying guiding principles
- Key terms covered in the module
- Module learning objectives
- The seven guiding principles
- Applying the guiding principles
- Exercise: multiple-choice questions
Module 4: The Four Dimensions of Service Management
- Intent and context
- The four dimensions
- Key terms covered in the module
- The four dimensions and service value system
- Module learning objectives
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External factors and PESTLE model
- Exercise: multiple-choice questions
Module 5: Service Value System
- Intent and context
- Service value system and service value chain
- Module learning objectives
- Overview of service value system
- Overview of the service value chain
- Exercise: multiple-choice questions
Module 6: Continual Improvement
- Intent and context
- Key terms covered in the module
- Introduction to continual improvement
- Module learning objectives
- The continual improvement model
- Relationship between continual improvement and guiding principles
- Exercise: multiple-choice questions
Module 7: The ITIL Practices
- Intent and context
- ITIL management practices
- Key terms covered in the module
- Module learning objectives
- The continual improvement practice
- The change control practice
- The incident management practice
- The problem management practice
- The service request management practice
- The service desk practice
- The service level management practice
- Purpose of ITIL practices
- Exercise: crossword puzzle
Certification Exam Details
Certification Exam
The ITIL 4 Foundation exam is included with the public, onsite, or virtual classes.
Examination Format
- Type: Closed book, multiple choice
- Number of Questions: 40
- Time Limit: 60 minutes
- Passing Score: 65%
For full details on the exam administration and policies, please refer to the official PeopleCert and AXELOS guidance provided with the course materials.