ITIL®4 Foundation

ITIL®4 Foundation is the first training available from fourth ITIL® edition. It covers basic topics that each person working in modern IT service management in the era of the digital transformations should be familiar with.

Course objectives

Introduction to the management of modern IT-enabled services
Understanding of the ITIL®4 common language and key concepts
Showing how organization and it’s work can be improved with the ITIL®4 guidance
Passing ITIL® 4 Foundation exam that tests understanding of the ITIL®4 service management framework
Prerequisite for the higher ITIL®4 qualifications, which assess ability to apply understanding of the framework in context

Training scope

Key concepts of service management
ITIL® guiding principles
Four dimensions of ITSM
ITIL® Service Value System
The activities of the Service Value Chain, and how they interconnect
Purpose and key terms of 18 ITIL® practices
7 ITIL® Practices in detail, including how they fit within the Service Value Chain:
- Continual improvement, including: The continual improvement model
- Change enablement
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
Exam preparation
Revision sessions
Mock exam
Accredited exam

Prerequisites

Experience in delivering and supporting IT services will be useful, but is not necessary.

Audience

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.

Course objectives

Introduction to the management of modern IT-enabled services
Understanding of the ITIL®4 common language and key concepts
Showing how organization and it’s work can be improved with the ITIL®4 guidance
Passing ITIL® 4 Foundation exam that tests understanding of the ITIL®4 service management framework
Prerequisite for the higher ITIL®4 qualifications, which assess ability to apply understanding of the framework in context

Training scope

Key concepts of service management
ITIL® guiding principles
Four dimensions of ITSM
ITIL® Service Value System
The activities of the Service Value Chain, and how they interconnect
Purpose and key terms of 18 ITIL® practices
7 ITIL® Practices in detail, including how they fit within the Service Value Chain:
- Continual improvement, including: The continual improvement model
- Change enablement
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
Exam preparation
Revision sessions
Mock exam
Accredited exam

Prerequisites

Experience in delivering and supporting IT services will be useful, but is not necessary.

Audience

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.

Exam

Exam is obligatory
Multiple choice test; 40 questions
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
Time allocation: 60/75 mins.

Accredited

The number of participants: 8-15 people

Duration: 2 days

Available language: PL / EN

Available course material: EN

Available exam: PL / EN

Course form

Presentation, lecture, discussion, case study and assignments.

Exam

Exam is obligatory
Multiple choice test; 40 questions
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
Time allocation: 60/75 mins.

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ITIL®4 Foundation

Course objectives

Training scope

Prerequisites

Audience

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