Start your journey with the latest version of the world's most used Service Management framework.
This course provides a broad-based view of the ITIL®4 framework's approach to Service Management. It covers a broad range of material at a high-level, as would reasonably be expected from a 'Foundation' course, with specific depth in key areas of service management and its practice. Organisations that are actively engaging with new areas of practice such as Lean and DevOps will gain from understanding how ITIL®4 can help them embrace these areas with IT Service Management.Book Your Course
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Who is this course for
This course is for anyone that needs to know more about the latest version of the world's most used Service Management framework. Delegates that are involved with an organisation that practices IT Service Management (ITSM) or hope to be should start here. Delegates that already hold an ITIL v3 Foundation certificate but haven't taken their studies further should also start here as this course expands on their existing knowledge and takes it in new directions.
N.B. If a candidate has more than 6 points from the existing ITIL v3 qualification scheme and is anticipating completing ITIL v3 Expert or ITIL 4 Managing Professional qualifications, they may not need to attend this course; although it would still be beneficial.
Click here for more information on the ITIL 4 qualification scheme.
Purpose of the course
To start your journey with the very latest in ITSM best practice and gain a broad understanding of what ITIL 4 is all about, including a chance to gain the ITIL 4 Foundation Certificate.
You will learn how to
- Explain what ITIL4 is and why it is beneficial to a wide range of organisations
- Understand what is meant by Service and Service Management and how they contribute to the creation of value in an organisation
- Engage with the ITIL4 Guiding Principles and demonstrate how they support fundamental aspects of service management
- Describe and use the Four Dimensions of Service Management
- Recognise and use the Service Value System and Value Stream Mapping to enhance service delivery
- Understand the ITIL4 Value Chain
- Gain insight into the general ITIL4 Practices
- Understand key ITIL4 practices in more depth
Prerequisites
There are no specific pre-requisites but some appreciation of the ideas and principles of services may be useful. No specific knowledge of IT is required or assumed but again, some basic appreciation of how services are now often presented, especially digitally, may be useful.Benefits for you as an individual
Delegates attending this course will achieve a greater understanding of the service delivery practices being used and emerging in the digital age and be prepared for the changes in digital delivery. Passing the associated exam will provide them with a recognised industry qualification.
Benefits for your organisation
Organisations that are using, or looking to use, progressive management practices in ITSM will gain employees with a rounded view of how ITIL4 fits into this, how this applies to the organisation and what benefits this can bring. It will contribute to organisational change initiatives in introducing new thinking and practices in the organisation.
Introduction to Service Management
- Key Service Management and ITIL4 Concepts
- Defining Value and its relationship with stakeholders
- Service relationships and co-creation of value
- Understanding Service Offerings and Products
- Balancing Outcomes, Value, Costs and Risks
- The 4 Dimensions of Service Management
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
The ITIL4 Guiding Principles
- Introduction to the Guiding Principles
- Understand and apply each of the 7 Guiding Principles
ITIL4 Service Management Practices
- Introducing the 3 areas of Practice
- Key practices in ITIL4
- Incident Management
- Problem Management
- Change Control
- Service Request Management
- Service Level Management
- Service Desk
- Continual Improvement
- Overview of other practices in ITIL4
The ITIL4 Service Value System (SVS)
- Understanding the role of the Service Value System
- Elements of the ITIL4 SVS
- Guiding Principles
- Governance
- Service Value Chain
- Practices
- Continual Improvement
- Service Value Chain
- Understanding the Elements of the Service Value Chain
- Practices and their role in the Service Value Chain
- Using the Service Value Chain to identify and map Value Streams
Additional Exam Information
The AXELOS ITIL4 Foundation Certificate exam takes the following form:
- Multiple choice, closed book
- 60 minutes, 40 questions
- 26/40 or 65% required to PASS
If you are attending a Face to Face course your exam will be a paper-based exam during your course.
If you are attending a Virtual course you’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.
This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Please note - it is compulsory to purchase the exam, although discretionary whether you take it.
Pre-Coursework
There will be pre-course work in the form of reading and other media available on the Quanta Learn Portal. It is ESSENTIAL that this is done and referred to prior to the course. It is anticipated that at least 3 hours, and preferably more time, are set aside in order to do this.The ITIL 4 Foundation text book will be issued to you 4 - 6 Weeks before your course.
There will be homework in the evening of day 1, including a sample paper for practice prior to the exam.
I enjoyed the course. It was well presented and the trainer was engaging and supportive. It was great to receive a hard copy course book ahead of the course too.- Sophie Wales, Department for Education
Engaging delivery and the tutor brought the course to life by using real life examples.- Adam Bellew, Department for Education
Honestly one of the best training days I've ever attended. Meaningful, impactful and interesting training. I Really enjoyed it!- Jamie Wright, Ofgem
What a great, friendly and approachable company to receive training from! Good course delivery, content and very well paced.- Steve Pringle, National savings & Investments
The trainer, Nicola is an ambassador for Quanta. Her knowledge, credibility in the subject and ability to deliver are fantastic.- Louise Parker, Cabinet Office
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