ITIL® 4 Foundation

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ITIL® 4 Foundation Curriculum

Overview

Nowadays, IT industry is constantly changing, making it difficult to stay current with the latest trends. It can also be difficult to know when something is just a fad versus something that will be around for a while. The Information Technology Infrastructure Library, or ITIL®, is one of the few programs that has been well established in the IT Service Management field for more than two decades. The standard framework, or the set of best practices, has become the need of the hour for IT professionals. With the latest update, ITIL® 4 Foundation Course prepares the IT Service
Manager in taking on modern IT Service Management challenges by equipping them with the understanding of a new service framework, guiding principles, dimensions of service management and service value system through a holistic and new approach.

The 3-day program is designed to introduce the management of modern IT-enabled services, common language and key concepts in ITSM, understanding of ITIL®4 Service Management framework, understand the evolution and adoption of ITSM in modern technologies and way of work and to provide them with proper knowledge how they can improve their work and the work of their organization.

Key Features

Instructor-led classroom coaching
Mocks exams for practice
Earn 2 credit points towards being ITIL Expert certified

Agenda

Understand the Key Concepts of Service Management
1. Definitions
2. Describe the key concepts of creating value with services
3. Describe the key concepts of service relationship
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
1. Describe the nature, use and interaction of the guiding principles
2. Explain the use of the guiding principles
3. Understand the four dimensions of service management
4. Understand the purpose and components of the ITIL service value system
5. Understand the activities of the service value chain, and how they interconnect
6. Know the purpose and key terms of 15 ITIL practices
7. Understand 7 ITIL practices

Benefits

Get introduced to a modern ITSM best practices, framework and terminologies
Hold an internationally-recognized certification
Improve customer satisfaction through a more professional approach to service delivery
Effectively manage newer IT service delivery models in organizations of all sizes and industries around the globe
Have an unbiased evidence of ITSM skills

Target Audience

IT Professionals/ Practitioners
IT Support Staff
Technical and Application Specialists
Projet and Service Managers

ITIL® 4 Foundation Certification

Who is eligible for a certificate?

Eligibility : There are no prerequisites for taking the course.

Process : To achieve ITIL Foundation certification, participants must comply with these requisites:

Minimum of 75% training attendance
Pass the multiple-choice paper exam (40 questions, 1-hour ‘closed book’) with a score of 26 (65%).

Participants may schedule their exam once they have completed the course.

Will I get a course completion certificate?

Yes, we offer course completion certificate after you successfully complete the training program.

Is there any provision for group discounts for this program?

APEX Global Learning offers standard promos such as the Early Bird rate or the Group Discount rate. Please contact: [email protected] for more information.

Where is the Classroom being held?

Training venue will be announced one week before the said training day, and will be informed through email

Are there any per-requisites to attend this course?

There are no per-requisites to attend this course.

What is the process on getting the certification?

This is a 1-hour 40-question examination, closed-book exam, and electronic devices are not allowed. Participants have to score 26 (65%) to attain the certification. Candidates will be awarded 2 credits towards being an ITIL Expert. To attain the highest level of ITIL®, which is the ITIL® Expert certification, a candidate should have 22 credits.

What is the importance of ITIL Certification?

Having ITIL Credentials will give the participants the edge within the IT Service Management field. It gives the organizations the means to support business outcomes, to enable business change, manage risk, optimize customer experience, show value for money and help the organization to continuously improve.

Can I take the training without the exam?

No. The training comes bundled with the examination and cannot be taken out.

If I failed, can I re-take the exam?

There is a higher successful passing rate. For some reason that you are not able to reach the passing rate, re-take incurs exam fee.