Course Overview

This Training ByteSize ITIL Foundation course will enable you to:

• Understand the key concepts of service management
• Understand how the ITIL guiding principles can help an organisation adopt and adapt service management
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Know the purpose and key terms of 15 ITIL practices
• Understand 7 ITIL practices

This ITIL® 4 Foundation course is designed to give delegates a comprehensive understanding of the ITIL® framework and its role in modern ITSM.

Certification / Exam

This course provides the background knowledge for the related certification exam (which learners must pass in order to achieve the formal Certification). The cost of the exam is included in the course price.

Following enrolment, the learner details (name, email, organisation) are forwaded to the course publisher to add to their approved candidates list. The learner may subsequently book their exam (see below for details of the booking process).

Modules

The modules covered on this course and the topics they will include:

Introduction

• The role of IT Service Management as a key strategic capability within organisations hoping to stay relevant in the face of rapid advancements in technology
• The structure and purpose of the new framework, ITIL® 4, which provide guidance around two key components: Service Value System and the Four Dimensions Model
• An outline of the Service Value Chain, ITIL® Practices and Principles, and the elements of the Four Dimensions Model

Key Concepts of Service Management

• The nature and values of Service Management, including the new focus of ITIL® 4 on stakeholder value, detailing the relationship between Organisations, Service Providers, Service Consumers, and other stakeholders
• The management of Products and Services that organisations offer and how these are supplied with resources, in order to improve and focus Service Offerings to target consumer groups
• The areas to consider when evaluating the value of service relationships with consumers, based on how they are affected by the outcomes, costs, and risks involved

The Four Dimensions of Service Management

• An introduction to one of the central focuses of ITIL® 4, the Four Dimensions Model, and how its elements must collaborate to provide different perspectives to the Service Value Chain
• Detailed outlines of the four dimensions: Organisations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. This includes the role they play in IT Service Management, their main principles and examples in relation to the ITIL® framework, and factors to consider within organisations

The ITIL® Service Value System

• An introduction to the second central focus of ITIL® 4, Service Value System, including its purpose and relevant inputs and outputs
• The relationship between the five components of the SVS model and how they interact to provide a clear framework that ensures the effective functioning of Service Management
• A description of ‘silos’ and how the SVS is best used to discourage them and manage change more effectively

The ITIL® Guiding Principles

• The seven core principles that determine how ITIL® operates
• An explanation of how organisations must follow these principles when choosing to adopt a new ITSM framework, fully understanding the message and value, and communicating this with their stakeholders

The Service Value Chain

• An operating model for service creation, delivery, and continual improvement
• The six activities that form the Service Value Chain are intended to help the creation of products and services focused on value
• The model is designed to be flexible and adaptable to different approaches and business needs

General Management Practices

• Management practices are organisational resources designed to accomplish specific objectives
• An overview of the four categories of organisational resources
• Effective use of management practices will ensure businesses can put their service on the market quickly and efficiently

Service Management Principles

• An overview of the various Service Management Practices designed to improve the implementation of ITIL® 4
• Detailed outlines of Availability Management, Business Analysis, Change Control, and Release Management
• The stages of Service Level Management, including defining, recording, and managing service levels

Technical Management Principles

• Deployment Management is a key type of Technical Management and is designed to transfer new or changed software, hardware, processes, and documentation
• Infrastructure and Platform Management enables the further monitoring of technology solutions
• Software Development and Management ensures that applications meet internal and external stakeholder needs

Audience

ITIL®4 Foundation is suitable for:

• Those who require a basic understanding of the ITIL framework
• Those who want to understand how ITIL can be used to enhance IT service management
• IT professionals or others working within an organisation that has adopted ITIL.

Exam Booking and Format:

To book the online exam, please contact exams@trainingbytesize.combefore the end date of your course. Please provide your name, email, course name and course end date. You will then be contacted with the relevant information. Please note that there is a £25+ VAT fee for exam cancellation or rescheduling.

• Multiple choice
• 40 questions per paper
• 26 marks required to pass (out of 40 available) – 65%
• 60 minutes duration
• Closed book