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ITIL4: ITIL® 4 Foundation Certificate in IT Service Management (with exam voucher)

Guaranteed to Run Scheduled Fully Booked
Location
Christchurch
Wellington
Auckland
Jul 2022
7
11
18
Aug 2022
3 24
1 15
Sep 2022
28
7
Oct 2022
12
3
26
Nov 2022
16 30
14
Dec 2022
20
5
Jan 2023
25
Feb 2023
7
Code: ITIL4
Length: 3 Days
Certifications
ITIL Foundation Certification - IT Service Management
Overview

Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in three days!

Delivery format(s)
On-Site
On-Site
Classroom
Classroom
Anywhere
Anywhere
OBJECTIVES

Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in three days!

ITIL is the most widely adopted approach for IT Service Management in the world. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.

This course is supported by additional learning tools such as pre-course reading materials, post-course reading materials, quick reference cards, and practical material for reference back in the workplace.

Examination
This course pricing includes a voucher for the ITIL 4 Foundation Exam which can be taken via remote proctor. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Practice exam papers are provided in the course, and reviewed to assist in preparation.

PREREQUISITES

There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

WHAT YOU’LL LEARN

At the end of this course, attendees will have an understanding of the following:

  • High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes and functions map to the new ITIL 4 model
  • The seven Guiding Principles of ITIL 4
  • ITIL’s new Service Value Chain
  • The four dimensions of Service Management
  • The 34 ITIL practices, with a focus on 15 of these
  • Key concepts from Lean IT, Agile, DevOps, and Organisational Change Management, and why these are important to deliver business value



WHO SHOULD ATTEND

The ITIL 4 Foundation course is for those in the IT and business domains who wish to take first steps in service management. This course and the related certification can be beneficial for the following roles:

  • IT Managers
  • Support Team Leaders
  • Technical Support staff
  • Service Owners
  • Architects
  • Project Managers
  • Vendor Managers
  • Service Desk Supervisors
  • Process Owners
  • Change Managers
  • Service Level Managers
  • Problem Managers
  • Operations Managers
  • IT Consultants
  • IT Developers
  • Service Providers
  • System Integrators
  • Managers who interact between the business and IT


We can also deliver this training course for your team – saving you time, money and resources. For more information, please contact us on 0800 835 835.

If you would like to sit the exam only you may purchase here.

COURSE OUTLINE

Introduction to the core concepts of ITIL 4

Key definitions and terminology of the ITIL 4 model

Structure and benefits of ITIL 4

The ITIL Certification path

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

  • Organisations 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 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, Certification & Awards

This course prepares participants for the examination leading to the Foundation Certificate In IT Service Management. A 60-minute, 40 question, multiple-choice exam is administered by our independent examination body, PeopleCert. A passing mark of 65% is required to receive your certificate. The exam is included in the class.





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