ITIL is the world’s most popular framework for IT Service Management (ITSM). The latest iteration of the framework, ITIL 4, offers a modernized and community-driven approach and a renewed focus on the newest best-practices for ITSM and integration with other popular standards, including Agile and DevOps.

This ITIL 4 Foundation course provides an excellent introduction to the newest iteration of the ITIL framework. A number of new ITSM tools and methodologies have been introduced, including the ITIL Service Value System (SVS), which offers a holistic perspective of how IT can contribute towards business goals. ITIL 4 also incorporates concepts from other leading frameworks, such as Lean, DevOps and Agile.

With a more up-to-date view of modern ITSM practices, ITIL 4 is much more practical than ITIL V3. Its release was also highly anticipated, especially given how virtually all IT-driven organizations now utilize ITSM to some degree. As such, gaining your ITIL Foundation certification will make you a highly effective and desirable ITSM practitioner.

By the end of the course, students will be fully prepared to sit and pass the ITIL 4 Foundation examination. There are no prerequisites for taking this course but if you are already certified in ITIL v3, don’t panic! There are a number of ways to transfer over to the new certification path. Contact TechnoLava to discuss your best learning path.

• An overview of the tools and methodologies, purpose and components of ITIL 4, including the ITIL Service Lifecycle and the Service Value System
• The key concepts and value of IT service management to IT service providers and their customers
• How the ITIL guiding principles can help organizations adopt and adapt service management
• The activities of the service value chain, and how they interconnect
• The purpose and key terms of 18 ITIL practices and the 7 essential practices
• How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry
• How to become an ITIL 4 Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams
• Everything needed to pass the official ITIL 4 Foundation exam

Learning Objectives

This introductory module gives a complete overview of the ITIL 4 Framework, the evolution of ITIL 4 and best practices, and an introduction to the ITIL 4 certification structure.

The areas covered include:

• Introduction to ITIL 4
• ITIL 4 Evolution
• ITIL 4 Best Practices
• ITIL 4 Certification Scheme
• ITIL v3 and ITIL 4
• Purpose of the ITIL Foundation Qualification
• Who Benefits from the Course
• Case Study

Learning Objectives

This module will introduce you to the key concepts and terminology of ITIL. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:

• The nature of value and value co-creation
• Organizations, service providers, service consumers and other stakeholders
• Products and services
• Service relationships
• Value: outcomes, costs and risks

You will then learn how they can be used to address real-world IT service management challenges.

• Chapter 1: Key Definitions
• Chapter 2: Creating Value with Services
• Chapter 3: Key Concepts of Service Relationships
• Quiz & Assignment

Learning Objectives

‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to its goals, strategies, type of work or management structure.

ITIL’s guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions, and can even help users to adapt ITIL to suit their own circumstances.

Many of ITIL 4’s guiding principles reflect those found in other frameworks, standards and methodologies. These include Lean, Agile, COBIT and DevOps. This allows organizations to easily integrate ITIL 4 into their current service management approach.

These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, ITIL’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

The ITIL 4 Guiding Principles include:

• 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

This module will introduce you to ITIL’s Guiding Principles, as well as their purpose, flexibility and relationship with other standards and frameworks.

Learning Objectives

The four dimensions of service management offered by ITIL 4 provide a holistic view of the different constraints, resource types and other points of focus which must be considered when designing, managing or operating an organization.

They include:

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

By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the ITIL 4 syllabus, and how they enable a holistic approach to ITSM.

Learning Objectives

The ITIL 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.

The ITIL SVS includes:

• The guiding principles
• Governance
• Service value chain
• Practices
• Continual improvement

In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.

Learning Objectives

The ITIL Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.

This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by ITIL practices, creating a highly versatile tool for ITSM.

This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.

Learning Objectives

This module covers the 18 ITIL 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.

The 18 ITIL 4 practices include:

• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management
• 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 Desk
• Service Level Management
• Service Request Management
• Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

Learning Objectives

The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

• Chapter 1: Continual Improvement
• Chapter 2: Change Control
• Chapter 3: Incident Management
• Chapter 4: Problem Management
• Chapter 5: Service Request Management
• Chapter 6: The Service Desk
• Chapter 7: Service Level Management
• Quiz & Assignment

This module will provide you with a clear understanding of the 7 ITIL practices, their importance and their relationship to the ITIL Service Value Chain.

Learning Objectives

These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Foundation examination. It will be well worth testing your knowledge on ITIL 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the ITIL Foundation exam, simply contact TechnoLava to request your FREE exam voucher.

• This is a multiple choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
• There is a time limit of 60 minutes to complete the exam
• The exam is closed book, with only the provided materials being permitted for use
• The pass mark for the exam is 65%: you must get 26 out of 40 questions correct
• In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

• The key concepts of service management
• How the ITIL guiding principles can help an organization adopt and adapt service management
• The four dimensions of service management
• The purpose and components of the ITIL service value system
• The activities of the service value chain, and how they interconnect
• The purpose and key terms of 18 ITIL practices
• The 7 essential ITIL practices