ITIL 4 Foundation
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management. ITIL 4 Foundation is the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM.
✓ Provide readers with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working
✓ Understand the key concepts of service management
✓ Understand how the ITIL guiding principles can help an organization 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 Service Value Chain, and how they interconnect
✓ Know the purpose and key terms of 15 ITIL Processes
✓ Understand the 7 ITIL Practices
✓ Explain the concepts of the service management framework to support candidates
studying for the ITIL 4 Foundation exam
To ensure your success, you should be familiar with basic project management concepts. Basic computing skills and some experience using Microsoft Office are desirable but not required.
Course Content
1.1 Recall the definition of:
a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor1.2 Describe the key concepts of creating value with services:
a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty1.3 Describe the key concepts of service relationships:
a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption
- 2.1 Describe the nature, use, and interaction of the guiding principles
- 2.2 Explain the use of guiding principles:
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d) Collaborate and promote visibility
e) Think and work holistically
f) Keep it simple and practical
g) Optimize and automate
3.1 Describe the four dimensions of service management:
a) Organizations and people
b) Information and technology
c) Partners and suppliers
d) Value streams and processes
4.1 Describe the ITIL service value system
- 5.1 Describe the interconnected nature of the service value chain and how this supports value streams
- 5.2 Describe the purpose of each value chain activity:
a) Plan
b) Improve
c) Engage
d) Design & transition
e) Obtain/build
f) Deliver & support
6.1 Recall the purpose of the following ITIL practices:
a) Information security management
b) Relationship management
c) Supplier management
d) IT asset management
e) Monitoring and event management
f) Release management
g) Service configuration management
h) Deployment management
i) Continual improvement
j) Change control
k) Incident management
l) Problem management
m) Service request management
n) Service desk
o) Service level managementPage 3 of 4
6.2 Recall definitions of the following ITIL terms:
a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Known error
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
a) Continual improvement including:
- The continual improvement modelb) Change control
c) Incident management
d) Problem management
e) Service request management
f) Service desk
g) Service level management
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