ITIL®4 Foundation - Online Classroom (exam included)

Learn how to effectively manage your IT resources. Course for those who need a basic understanding of ITIL 4®. This course covers the full ITIL 4® syllabus and prepares you for the ITIL 4® Foundation certification.

During the course, you will gain an understanding of the key elements of the ITIL 4® Service Lifecycle, including the relationships between lifecycle stages, the processes used and its contribution to IT service management practices.

The ITIL 4® Foundation course provides delegates with a comprehensive introduction to the fundamental concepts of ITIL 4. It helps you to understand the principles of ITIL 4 and shows how the work of the individual and the work of the organisation can be improved..

ITIL 4 is designed to offer a smooth transition from an organisation's current way of working to a more modern, flexible and efficient approach. ITIL 4 helps organisations adapt their way of working to the modern digital world. It places a strong emphasis on working Agile and the importance of working together.

ITIL 4® training programme

ITIL 4 enables IT teams to continue their vital role in modern business strategy. It expands on previous versions, supports existing investments in ITIL 4, and provides a full-service digital operating model for the delivery and operation of technology-enabled products and services. This means that ITIL 4 supports new technologies, such as robotics and AI, by offering more practical and flexible support as technology evolves.

Using the ITIL 4 concepts and terminology, case studies and practical examples included in the course, you will acquire the knowledge and skills to pass the ITIL 4 Foundation certification.

Learning Objectives

• Understand the key concepts in ITIL service management
• Understand how ITIL principles can help organizations adopt and adapt ITIL service management
• Understand the four dimensions of ITIL service management
• Understand the purpose and components of the ITIL service's value system, and the activities of the service value chain and how they connect
• Understand the key concepts for continuous improvement

ITIL 4 Course Overview

The ITIL 4 Foundation Level course provides participants with a comprehensive introduction to the fundamental concepts of ITIL 4. It helps you to understand the principles of ITIL 4 and shows how the work of the individual and the work of the organisation can be improved. Using the ITIL 4 concepts and terminology, group discussions, case study based activities and examples included in the course, you will acquire the knowledge and skills for you to successfully transfer the ITIL 4 Foundation certification;

What is included?

This is an intensive two-day course that includes:

• All course materials
• The cost of the ITIL 4 Foundation exam (exam is taken online)

Course Content

Course Introduction

• Introduction to IT Service Management in the Modern World
• Introduction to ITIL 4
• Exam Details

Service Management: Key Concepts

• Value and Value Co-Creation
• Value: Service, Products, and Resources
• Service Relationships
• Value: Outcomes, Costs, and Risks

The Guiding Principles

• The Seven Guiding Principles
• Applying the Guiding Principles

The Four Dimensions of Service Management

• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors and Pestle Model

Service Value System

• Overview of Service Value System
• Overview of the Service Value Chain

Continual Improvement

• Introduction to Continual Improvement
• The Continual Improvement Model
• Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

• Purpose of ITIL Practices
• The Continual Improvement of Practice
• The Change Control Practice
• The Incident Management Practice
• The Problem Management Practice
• The Service Request Management Practice
• The Service Desk Practice
• The Service Level Management Practice

Exam Information

Exam details:

• 1 hour
• 40 questions
• Multiple choice questions
• 65% correct is required to pass
• Books are not allowed at the time of the exam
• Upon successful completion of the exam, you will receive a ITIL 4 ® Foundation certificate from Peoplecert.

Please note that the courses can be in Swedish or English. There are no Swedish exams or materials available for this training and official certification.

Target audience

• IT service providers
• IT directors and managers
• CIOs
• Service Management Consultants
• You need a basic understanding of the ITIL® framework
• You need a basic understanding of the application of ITIL® to improve the quality of IT service management in an organisation

Prerequisites

It is desirable but not necessary that you have some experience of working with IT services. In good time before the start of the course, you will receive course preparation material, which we expect you to read before the start of the course.