ITIL4 Foundation Certification with Exam - November 16-18, 2020


November 16-18, 2020

Duration: 3 days

9:00AM-6:00PM ET

Live Virtual Class

Course Description

Our ITIL® 4 Foundation Certification training course is a great way for people in both the Business and IT to discover and understand best practices in IT service management lifecycle.

During the course we identify how these best practices can be used to help the IT organization better align its practices, processes, products and services to meet the needs of its customers. Foundation course attendees learn how IT can help support the business by enabling value co-creation through well-defined product and service offerings.

ITIL concepts provide a baseline in how to support business outcomes, enable business change, manage cost and risk in line with business needs, optimize customer experiences, show value, and continuously improve. The ITIL Foundation course helps students understand ITIL terminology, processes, and the service lifecycle stages.

ITIL covers five core disciplines:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

The ITIL 4 Foundation certification is the first step on your journey to learning about and applying the best practice framework.


None. This course is open to anyone of any experience level within IT. There are no minimum experience or educational requirements. Everyone in IT or anyone who is interested in getting into IT is encouraged to participate.

This course is a prerequisite for many of the other ITIL certifications.

Who Should Attend?

The course is open to anyone and is typically targeted to individuals at the start of their journey in service management: ITSM Managers and aspiring ITSM Managers; individuals working in other parts of IT with strong influence in service delivery; and existing ITIL qualification holders wishing to update their knowledge.

Course Outline

Section 1: Introduction
IT Service Management in a modern world

  • History of ITIL
  • Purpose of ITIL
  • Key Characteristics of ITIL 4
  • Benefits of ITIL

Section 2: Key Concepts of Service Management
Key concepts

  • Value and value co-creation
  • Organizations and stakeholders
  • Products and services
  • Service offerings
  • Service relationships
  • Service relationship management
  • Various aspects that contribute to value
  • Outputs and outcomes
  • Cost
  • Risk
  • Utility and Warranty of a service

Section 3: The Four Dimensions of Service Management
Discussion of the four dimensions

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors

Section 4: ITIL Service Value System
Service Value System overview

  • What is a system
  • Opportunity and demand
  • 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
  • Governance
  • Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain/Build
  • Deliver and Support
  • Continual Improvement
  • Steps of the continual improvement model
  • Practices
  • Value

Section 5: ITIL Management Practices
Overview of practice groups

  • General management practices
    • Architecture management
    • Continual improvement
    • Information security management
    • Relationship management
    • Supplier management
  • Service management practices
    • Availability management
    • Capacity and performance management
    • Change control
    • Incident management
    • IT asset management
    • Monitoring and event management
    • Problem management
    • Release management
    • Service configuration management
    • Service continuity management
    • Service design
    • Service desk
    • Service level management
    • Service request fulfillment
  • Technical management practices
    • Deployment management

About the Examination

Upon completing this course, students be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

• Exam is included as part of the course
• Closed book
• 40 multiple choice questions
• 60 minutes
• Pass score is 65% (26/40)