Module 1: Understand Key Concepts of Service Management

Service Management
Service and relationship with Value, Outcome, Cost and Risks
Service Consumers, Service Providers, Users, Customer
Understanding Nature and Components of Value
Value Co-Creation
Understanding Service Relationships

Module 2: 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

Module 3: ITIL Service Value System

Four Dimensions of Service Management
Components of the Service Value System including Value Chain, Governance and Practices
Value Chain Activities within the Value System

Module 4: ITIL Practices

3 Categories of ITIL Practices
Purpose and detailed look at selected Practices (including):
Incident Management
Problem Management
Change Control
Service Level Management
Continual Improvement
Service Request Management
Service Desk
Information Security Management
Relationship Management
Service Configuration Management
Supplier Management
Availability Management

Certification
Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Foundation under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

Anyone who takes an ITIL certification is entitled to one year’s subscription to My ITIL which is included with their exam. A 'My ITIL' subscription is intended to support a candidate beyond their certification.

There are case studies, practical guidance and examples that can be used, as well as furtherdeep dives into the current and new guidance.
Today there is a very complicated and complex business context to IT enabled services, andthere is no single path to navigate it, but the further supplementary content and CPD (ContinuingProfessional Development) activity on the site will help with that navigation.
The supplementary content and supporting CPD activities are extremely useful to candidates asthey provide further clarity on specific areas of knowledge when using ITIL.

Examination
The examination duration is 60 minutes and is a closed-book paper containing 40 MCQ (multiple choice questions) with 4 answers to select from for each question. Only one answer is correct. Each of the 40 questions carries 1 mark for the correct answer.

A candidate is expected to answer all questions and must attain a score of 65% (26/40) and above to pass the examination and qualify for certification.

ITIL4F: ITIL4 Foundation Training