Course : ITIL® 4 Foundation with certification

ITIL® 4 Foundation with certification

Download in PDF format Share this course by email 2


Over the past decade or so, the ITIL® framework has become the standard for IT service management. Its new version, ITIL® V4, published in 2019, incorporates new digital-appropriate practices, Agile methods, and DevOps.


Inter
In-house
Custom

Practical course in person or remote class

Ref. IFS
Price : 1750 € E.T.
  3d - 21h00




Over the past decade or so, the ITIL® framework has become the standard for IT service management. Its new version, ITIL® V4, published in 2019, incorporates new digital-appropriate practices, Agile methods, and DevOps.

Teaching objectives
At the end of the training, the participant will be able to:
  • Understand ITIL® concepts and terminology
  • Learn the IT service management value chain
  • Understand the added value of ITIL®
  • Prepare for the ITIL® V4 Foundation certification exam

Intended audience
Anyone involved in providing and managing IT services.

Prerequisites
Basic knowledge of information systems management.

Course schedule

The ITIL® framework and the practice of service management

  • The history of ITIL®: Its origins, who’s behind it. The reasons for its success.
  • The notions of best practices and standards.
  • The main goals of ITIL®.

Key concepts in service management

  • Definitions: Service, utility, warranty, customer, user, sponsor, and service management.
  • Concepts related to creating value through services: Cost, value, outcome, deliverable, and risk.
  • Relationship concepts: Service offering, relationship management, service provision, and service consumption.

The 7 guiding principles for organizations

  • Description of the nature, use, and interactions of the 7 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.

The 4 dimensions of service management

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

The IT service management value chain

  • The notion of a value chain, its purpose and components, and its interconnected nature.
  • The goals, inputs, and outputs of each of the six activities of the value chain.
  • Plan, improve, engage, design and transition, obtain/build, delivery and support.

The 18 practices of IT service management

  • The notion of practice.
  • The goals and key terms of the 18 practices.

The 7 main practices of service management

  • Continual improvement.
  • Change management.
  • Incident management
  • Problem management.
  • Service request management.
  • Service centre.
  • Service level management.

Preparing for and taking the certification exam

  • Review of the ITIL® 4 Foundation program.
  • Mock exam and group correction. Tips for the exam.
Exam
The exam is made up of 40 MCQs to be answered in 1 hour, closed-note. Getting 65% correct is required for certification.


Certification
The certification exam is given in French.
Remote certifications
See the certifier’s official documentation for the list of prerequisites for completing the online certification exam.

Practical details
Teaching methods;
This course involves active, participatory learning. ITIL® concepts are explained, illustrated through feedback, and enhanced with group discussions.

Customer reviews
4,5 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.


Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class