Training plan
Module 1: ITIL 4 Overview
- Introduction to ITIL
- Key Concepts of ITIL
Module 2: The ITIL Framework
- The Four Dimensions of Service Management
- The ITIL Service Value System
Module 3: The ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
Module 4: The ITIL Service Value System
- Governance
- The Service Value Chain
- Continual Improvement
Module 5: Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
Module 6: Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
Recommended Prerequisite Knowledge
The ITIL 4 Foundation course has no formal prerequisites, making it accessible to anyone interested in learning about IT service management (ITSM). However, it is beneficial for participants to have:
- Basic Knowledge of IT: Familiarity with IT concepts and terminology is helpful, especially for those new to IT service management.
- Experience in IT or Business: While not mandatory, having some experience working in IT or business environments can provide context and make the course content more relatable.
- Interest in ITSM: A genuine interest in understanding IT service management practices and how they can improve service delivery and value to customers will enhance the learning experience.
These are suggested to maximize the benefit from the course, but they are not strictly required.
Credentials and certification
Exam features
- Title: ITIL 4 Foundation
- Duration: 60 minutes
- Number of Questions: 40
- Questions Format: Multiple-choice, multiple-answer
- Passing Score: 26 out of 40
- Cost: $0 (included in your training)
