ITIL® 4 Foundation – 3 day – ILT

You Will Learn How To:

• Prepare for and pass the ITIL® 4 Foundation certification exam
• Identify opportunities to develop IT practices using ITIL® guidelines
• Interact with IT teams using ITIL® 4 terminology and concepts
• Explore the service value chain and IT service management practices
• Recognize the importance of IT and business integration

Course Outline

• Key Concepts of Service Management

  • Service
  • Utility
  • Warranty
  • Customer
  • User
  • Service management
  • Sponsor

• Key Concepts of Value Creation

  • Cost
  • Value
  • Organization
  • Outcome
  • Output
  • Risk
  • Utility and Warranty

• Key Concepts of Service Relationships

  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption

• 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
  • Optimize and Automate

• Four Dimensions of Service Management

  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

• Components of the ITIL® Service Value System

  • Plan
  • Improve
  • Engage
  • Design & Transition
  • Obtain/Build
  • Deliver and Support

• ITIL® Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

• How Key ITIL® Practices Fit within the Service Value Chain

  • Continual Improvement
  • Change Control
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management

Those interested in controlling IT costs, improving IT service quality, and balancing IT resources. All IT professionals, IT project managers, IT managers, IT project or team members, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions or anyone who has an interest in IT service management.

No specific experience is required.

Before your event, you will be sent a Pre-Course Study Guide. The Pre-Course Study Guide also contains the official ITIL® Foundation Certificate syllabus, which you should read.

The cost of the ITIL® 4 exam for Foundation certification is $363 when purchased through a testing center, but the exam is included FREE as part of your course tuition at no extra charge.

To earn this certification, you must:

• Sit for the ITIL® 4 Foundation exam, administered on the last day of training or via PeopleCert’s online proctoring service (IBEX provides a voucher for this service).
• Score a 65% on the exam in 60 minutes