• Understand key IT service management concepts and terminology.
• Understand the ITIL guiding principles and how they support service management.
• Understand the four dimensions of service management.
• Understand the ITIL Service Value System.
• Understand the Service Value Chain and its activities.
• Understand the purpose of key ITIL practices.
• Prepare for the ITIL 4 Foundation certification examination.

1. IT Service Management Concepts

• IT Service Management definitions
• Service
• Utility
• Warranty
• Customer
• User
• Service management
• Sponsor
• Key concepts of value creation
• Key concepts of service relationships
• Service offering
• Service provision
• Service consumption
• Service relationship management

2. ITIL Guiding Principles

The nature, use and interaction of the 7 ITIL 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
• Optimize and automate

3. Four Dimensions of Service Management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

4. ITIL Service Value System

• The ITIL Service Value System
• Service value system components
• How the components interact to facilitate value creation

5. ITIL Service Value Chain

• Service Value Chain
• Inputs and outputs
• Role of the Service Value Chain in supporting value streams
• Plan
• Improve
• Engage
• Design & transition
• Obtain / Build
• Deliver & support

6. Key ITIL Practices

Detailed understanding of how the following practices support the Service Value Chain:

• Continual Improvement
• Continual Improvement Model
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management

7. Other ITIL Practices

Understand the purpose of:

• Information security management
• Relationship management
• Supplier management
• Availability management
• Capacity and performance management
• Service configuration management
• IT asset management
• Business analysis
• Service continuity management
• Deployment management
• Monitoring and event management
• Release management

2 Days

Certification: ITIL® 4 Foundation

Duration: 60 minutes

Format: Closed-book, computer-based examination

Questions: 40 multiple-choice questions

• IT leaders.
• IT practitioners.
• IT support staff.
• IT professionals working with digital and information systems.
• IT service managers.
• IT project managers.
• IT project or team members.
• Coordinators.
• Network operators.
• Business process analysts.
• IT architects.
• Consultants.
• Systems integrators.
• Help desk managers and staff.
• Managed service providers and outsourcers.
• Application developers.
• Professionals seeking ITIL Foundation certification.

No prerequisites