Updated to January 2020 Syllabus Release.

This is an ITIL® 4 Foundation course and exam package. When you purchase this product directly from this website you will receive the following:

– 12 months access to the ITIL® 4 Foundation course
– 1 x Exam voucher from PeopleCert (Exam voucher is only included when you buy the course directly from this site)

ITIL® 4 is built on Best Practice which provides a practical and flexible approach to drive the world of digital transformation to 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 course is a 2-day classroom room based on the exam specifications supplied by AXELOS. The objectives of this course is to help the candidates understand the key concepts of service management and the ITIL® 4 service management framework and better prepare for the ITIL® 4 Foundation examination. In addition to the course we offer a rich learning experience that helps the participants understand ITIL® 4 and relate ITIL to their own work environment. This rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and assessment tools such as the award-winning Champions.
The course is made up of 7 modules, and is broken down as follows:

Course Outline:

Module 1: Concepts of service management

Recall the definition of:
Service (2.3.1)
Utility (2.5.4)
Warranty (2.5.4)
Customer (2.2.2)
User (2.2.2)
Service management (1.2)
Sponsor (2.2.2)
Describe the key concepts of creating value with services (2.1, 2.2, 2.5) including all subsections):
Cost
Value
Organization
Outcome
Output
Risk
Utility
Warranty
Service offering
Service relationship management
Service provision

Module 2: Adopt and adapt service management

Describe the nature, use and interaction of the guiding principles (4.3, 4.3.8)
Explain the use of the guiding principles (4.3):
a) Focus on value (4.3.1)
b) Start where you are (4.3.2)
c) Progress iteratively with feedback (4.3.3)
d) Collaborate and promote visibility (4.3.4)
e) Think and work holistically (4.3.5)
f) Keep it simple and practical (4.3.6)
g) Optimize and automate (4.3.7)

Module 3: The four dimensions of service management

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)

Module 4: Service Value System (SVS)

Describe the ITIL service value system (4.1)

Module 5: Service Value Chain (SVC)

1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
2 Describe the inputs, outputs and 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)

Module 6: The ITIL practices

In this module participants should be able to recall the purpose and definition of the marked areas below.
*Note that to avoid doubling of content the topics Change and Service desk are in module 7.
Recall the purpose of the following ITIL practices
Recall definitions of the following ITIL terms

Module 7: The ITIL practices in detail

As noted from module 6, the following modules candidates will be learning
Recall the purpose of Change control (5.2.4) & Service desk (5.2.14)
Recall definitions of Change Change (5.2.4)
In addition to the above dot points, we delve deeper to help candidates to understand:
Explain the following ITIL practices in detail, including how they fit within the service value chain:
a) Continual improvement (5.1.2,) inc: The continual improvement model
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)

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

This course is provided by our courseware provider ACGC.  Accreditation can be found here.

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