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ITIL® V4Foundation

Certification Program

Learn the fundamentals and best practices of ITIL and learn the complete lifecycle of managing IT services.

Schedules Play Course Overview

Overview


The foundational course will introduce you to the framework that supports the IT Service Management. You will learn about the best practices used in ITIL (Information Technology Infrastructure Library), process improvement, and its lifecycle to deliver business demands and augment organizational growth. The course will guide you on the five core areas: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.

On completion, you will be equipped with skills and knowledge to clear the ITIL Foundation certification exam, learn how to optimize businesses and enhance customer experiences. The ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at IT Service Management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.

Course Curriculum


Module 1: Course Introduction

  • Student and Instructor Introductions
  • The Service Lifecycle
  • Course Learning Objectives
  • Course Agenda
  • ITIL Qualification Scheme
  • The Royal Chao Phraya Hotel
  • Case Study

Module 2: Service Management as a Practice

  • Module Learning Objectives
  • Topics Covered in this Module
  • Best Practices in the Public Domain
  • ITIL as a Good Practice
  • Concept of Service
  • Concept of Service Management
  • Processes and Functions
  • The RACI Model
  • Roles and Responsibilities
  • Module Summary

Module 3: Service Lifecycle

  • Module Learning Objectives
  • Topics Covered in this Module
  • The Service Lifecycle
  • Basic Concepts of Service Strategy
  • Basic Concepts of Service Design
  • Basic Concepts of Service Transition
  • Basic Concepts of Service Operation
  • Basic Concepts of Continual Service Improvement
  • Exercise — The New Swimming Pool
  • Module Summary

Module 4: Service Strategy

  • Module Learning Objectives
  • Service Strategy in the Lifecycle
  • Topics Covered in this Module
  • Basic Concepts of Service Strategy
  • Principles and Models of Service Strategy
  • Processes of Service Strategy
  • Module Summary
  • End of Module Quiz

Module 5: Service Design

  • Module Learning Objectives
  • Service Design in the Lifecycle
  • Topics Covered in this Module
  • Basic Concept of Service Design
  • Principles and Models of Service Design
  • Processes of Service Design
  • Exercise — Crossword
  • Module Summary
  • End of Module Quiz

Module 6: Service Transition

  • Module Learning Objectives
  • Service Transition in the Lifecycle
  • Topics Covered in this Module
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Transition Planning and Support
  • Knowledge Management
  • Exercise — Crossword
  • Module Summary
  • End of Module Quiz

Module 7: Service Operation

  • Module Learning Objectives
  • Service Operation in the Lifecycle
  • Topics Covered in this Module
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Operations Functions
  • Exercise — Complaint Handling and Service Recovery
  • Module Summary
  • End of Module Quiz

Module 8: Continual Service Improvement

  • Module Learning Objectives
  • CSI in the Lifecycle
  • Topics Covered in this Module
  • Basic Concepts of CSI
  • Principles and Models of CSI
  • CSI - The Seven Step Improvement Process
  • Module Summary
  • End of Module Quiz

Module 9: Technology and Architecture

  • Module Learning Objectives
  • Topics Covered in this Module
  • Service Automation
  • Competence and Skills for Service Management
  • Competence and Skills Framework
  • Training
  • Module Summary

Exam Preparation Guide

Mock Exam

Prerequisite


  • Anyone is eligible for the course.
  • A background in IT will be a plus.
  • ITIL Foundation certification can benefit anyone who has an interest in IT service management.

Certification


In order to become an ITIL® V4 Foundation certified professional, one has to appear for the online ITIL® Foundation certification examination that is held on the last day of the training

ITIL Foundation exam format:

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes’ duration
  • Closed book

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