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ITIL® is the world's leading best practice framework for implementing IT Service Management in the digital transformation journey of the enterprise. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation. ITIL 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps Lean and Organizational Change Management. This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL® 4. ITGRC is committed to your success beyond the classroom. The Course is designed as an introduction to ITIL 4 and enable you to understand the new ways to look at ITSM through a Service Value System (SVS).
The course is comprised of interactive learning sessions, exercises which reinforce the knowledge gained and practice exam questions.
At the end of this three-day course, attendees will have deep understanding of the following -
This course is essentially designed for anyone who needs an understanding of IT Service Management to help Internal and external delivery of better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.
There are no pre-requisites for the Foundation level but a basic IT literacy and familiarity with IT service management and completion and pre-class reading assignment is desirable.
The Course Consists of 12 Modules
Delegates will be provided with pre-course work prior to attending the course by email. Success on the course will be enhanced by close attention to these pre-course materials. It is recommended that delegates spend 2 hour working through the pre-course reading assignments.
Training Material and Deliverables
ITIL4 Foundation Study Guide (4th edition), ITIL4 two sample exams, 5 practice tests, Online Mock Test (only for full course), and in class assignments, keyword Puzzle, sample document and templates, ITIL 4 reference card, Peoplecert Exam ticket, Instructor Led 3 full day training, Lunch and Refreshments, flexibility on sitting for the exam within 2 weeks.
About the Exam
The course culminates in a one-hour multiple-choice examination for the ITIL 4 Foundation Certificate and is a pre-requisite for the further training in ITIL 4. The exam is multiple-choice. There are 40 questions to be completed in 60 minutes. The pass mark is 26 correct answers from 40 (65%).
CPE Credits - Project Management Institute Professional Development Units (PDUs) = 18 and ISACA = 18
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