ITIL4® Foundation

Home
Learning Solutions
ITIL4® Foundation

ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organisations use IT to realise business change, transformation and growth.

ITIL® 4 is designed to help organisations overcome the increasing challenges of today’s complex digital developments. It provides skills and strategic foundations that empower service professionals and IT professionals to successfully integrate their resources and capabilities into a seamless business service offering.

Download course outline

Entry Requirements

There are no specific pre-requisites. Some appreciation of the ideas and principles of services may be useful to provide context.

Audience

Individuals at the start of their journey in service management.
ITSM managers and aspiring ITSM managers.
Individuals working in other parts of “IT” (digital, product, development) with a strong interface with service delivery.
Existing ITIL qualification holders wishing to update their knowledge.

Delivery Strategy - eLearning only

90 days access to the eLearning modules.
8 lessons (3 hours of video recorded by accredited teachers).
Downloadable PDF documents with detailed content (slides, explanations) for each lesson, 2 official practice exams.
Exercises and solutions.
Access to learn 24/7 during your enrolment window.
To complete the course and have optimal exam preparation, we recommend you spend at least 14 hours of study.
You will be provided with a PDF version of the coursebook.

Delivery Strategy - instructor led

Face-to-face/virtual session

Instructor-led sessions can be provided in both face-to-face and virtual settings.

The course is typically a 2-day course depending on the learning needs of the cohort.

Learning Outcomes

An overview of the tools and methodologies, purpose, and components of ITIL 4, including the ITIL Service Lifecycle and the Service Value System.
The key concepts and value of IT service management to IT service providers and their customers.
How the ITIL guiding principles can help organisations adopt and adapt service management.
The activities of the service value chain, and how they interconnect.
The purpose and key terms of 18 ITIL practices and the 7 essential practices.
How the ITIL best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-related services, regardless of an organisation’s size, structure or industry.
How to become an ITIL 4 Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams.

Exam Format

12 month exam voucher from date of enrolment.
60 minute duration.
Multiple choice examination questions.
40 questions.
26 out of 40 marks required(65%).
Closed book.
An exam voucher is for a single attempt at the ITIL exam – 12 month exam voucher.
The candidate is responsible for booking their exam when they are ready to undertake the test directly through the PeopleCert portal.

Requirements to Receive the Certification

Successful completion of the exam will enable students to receive their certificate direct from PeopleCert.

Exam Terms and Conditions

By enrolling in this course you accept to adhere to the terms and conditions of the LMS.

By enrolling in this course you acknowledge that a 12 month exam voucher will be purchased and issued to you, it is your responsibility to book your own exam.

By enrolling in this course you acknowledge that the exam is a single attempt examination. Following successful completion of the exam a digital certificate will be issued from the certifying body.

The Swirl logo™ is a trademark of AXELOS Limited, used under the permission of AXELOS Limited. All rights reserved. Accredited ITIL4 Foundation e-learning training is provided by iCONS – Innovative Consulting Srl An Accredited Training Organisation of AXELOS under licence from Blue Visions Management Pty Ltd an Accredited Training Organisation.

Student Resources

Students will receive a digital version of the textbook.

Program Outline


Key Service Management and ITIL 4 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 ITIL 4 Guiding Principles	Introduction to the Guiding Principles. Understand and Apply each of the 7 Guiding Principles.
ITIL 4 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 ITIL 4 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.