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ITIL 4 Foundation

3-Day Training Program (Includes In-Class Certification Exam)
Download a PDF of the Course Overview and Outline
Registration & Tuition Information
IT Business Analyst Training Courses

Course Overview



Organizations today create significant value for their customers (internal and external) through providing services. And, almost all services provided by an organization today are IT enabled. There are significant benefits for organizations in developing, expanding and improving IT service management (ITSM) capabilities

ITIL provides organizations with a comprehensive framework for ITSM. ITIL 4 enables organizations to confidently move forward with IT modernization and digital transformation to improve the customer experience and organizational value streams. ITIL 4 also integrates best practices from frameworks such as Lean IT, Agile, and DevOps.

Inteq’s ITIL 4 Foundation training program introduces participants to managing modern IT enabled services, provides participants with the key ITIL concepts to improve IT service delivery and prepares participants for the ITIL 4 Foundation certification exam.

Inteq’s ITIL 4 Foundation 3-day (two full-days + a half-day 3rd day)* training program is instructor-led and conducted live in a traditional classroom environment. The training program is designed and organized based on the AXELOS ITIL® 4 Foundation certification the exam specifications.

Who Should Attend?


The ITIL 4 Foundation 3-day training program is designed for business and IT professionals who want to understand the key concepts of service management and ITIL® 4, those that are familiar with earlier versions of ITIL® and those who also wish to take the related certification exam.

Program participants include IT Leadership and Management, Business and Systems Analysts, IT and Business Process Consultants, Business Managers, Business Process Owners, IT Developers and DevOps, Technical Team Leads and Members, IT Support Staff, Service Providers, System Integrators and anyone involved in the design and/or delivery of IT services.

Prerequisites


None. Inteq’s ITIL 4 Foundation 3-day training program provides a comprehensive and cohesive approach to ITIL and IT Service Management regardless of participant’s background and level of experience.
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Learning Objectives

Participants will learn and understand:

  • Key concepts of ITSM and service management;
  • How value creation is enabled through services;
  • The ITIL service value system and service value chain;
  • The four dimensions of service management;
  • ITIL practices and how they contribute to value chain activities;
  • ITIL guiding principles;
  • Key concepts of continual improvement.


Participants receive a comprehensive course workbook, supplemental materials, and a personalized Certificate of Completion indicating CEU
(continuing education unit) credits awarded.

ITIL 4 Foundation Training Course Outline

 

COURSE OUTLINE

Day 1

Section 1: Course Introduction
  • Course Overview and Learning Objectives
  • Overview of I.T. Service Management (ITSM)
  • Introduction to ITIL4
  • ITIL 4 Foundation Certification and Exam Framework
Section 2: Service Management Key Concepts
  • Key Terms and Concepts
  • Value and Value Co-Creation
  • Service, Products, and Resources
  • Outcomes, Costs, and Risks
  • Service Relationships
Section 3: The Guiding Principles
  • Key Terms and Concepts
  • ITIL’s Seven Guiding Principles
  • Applying the Guiding Principles
Section 4: The Four Dimensions of Service Management
  • Key Terms and Concepts
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

Day 2

Section 5: The Service Value System
  • Key Terms and Concepts
  • The Service Value System
  • The Service Value Chain
  • Value Chain Activities
Section 6: ITIL Practices – Part I
  • Key Terms and Concepts
  • Overview of 15 ITIL practices including Information Security Management, Relationship Management, Supplier Management, IT Asset Management, Monitoring and Event Management, Release Management, Service Configuration Management, Deployment Management, Continual Improvement, Change Control, Incident Management, Problem Management, Service Request Management, Service Desk, and Service Level Management
Section 7: ITIL Practices – Part II
  • Key Terms and Concepts
  • Deep dive of seven practices including Continual Improvement, Change Control, Incident Management, Problem Management, Service Request Management, Service Desk, and Service Level Management.

Day 3 (Half-Day)*

Section 8: Course Review
  • Comprehensive Review of Sections 1-7
  • Participant Self-Review + Instructor Q&A
Section 9: ITIL® 4 Foundation Certification Exam Preparation
  • Timed Sample Certification Exam
  • Sample Certification Exam Q&A
Section 10: ITIL® 4 Foundation Certification Exam
  • The Instructor will administer and proctor the ITIL® 4 Foundation certification exam.
  • The exam is 60 minutes, closed book, and includes 40 multiple choice questions.
  • A grade of 65% (26 correct responses) is required to pass the exam.


*The ITIL 4 Foundation curricula is presented on Day 1 and 2 of the class. Exam preparation is conducted and the certification exam is administered in-class on the morning of the third day of class. Participants that are not able to take the exam on the third day of class can take the exam online at a future date.

What is the Next Step?

Inteq’s ITIL 4 Foundation is available onsite at your location. Let’s start a conversation to discuss your ITSM/ITIL objectives in more detail.
Contact Chandra Galloway at 800.719.4627 or cgalloway@inteqgroup.com