ITIL® 4 Foundation update v3 to v4

A one-day intensive training to highlight the essentials and main differences between the former version and ITIL 4

• The ITIL 4 Foundation online exam will be taken after the course and will need some self-preparation

Course Outline

• IT service management in the modern world
• The key components and benefits of the ITIL 4 framework
• The key concepts and terminology of service management
• Nature of value and co-creation
• The various stakeholders involved
• Products and services: definitions and purpose
• Service relationships
• Key components of customer value: outcomes, costs and risks
• The four dimensions of service management or how to facilitate effective and efficient value for your customers and other stakeholders
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• How external factors can affect service management in your organization
• The ITIL service value system: enable value creation
• An overview of the service value system
• Opportunity, demand and value
• The ITIL guiding principles
• Governing bodies and governance
• Service value chain: outline the key activities
• Continual improvement
• The ITIL management practices or how ITIL interacts with other frameworks and models
• General management practices
• Service management practices
• Technical management practices

About the Examination

• Participants will take their exam when they feel ready (we advise to take the exam within maximum a month after the training) at a date and time of their choice in B2B Learning’s offices (office hours) or anytime at home or in your office
• The objective of the ITIL 4 Foundation examination to assess whether the candidate can demonstrate sufficient understanding of the ITIL 4 service management framework, to be awarded the ITIL 4 Foundation qualification
• The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4 higher level qualifications, which assess the ability to apply concepts understanding of the relevant parts of the ITIL framework in context
• Exam duration: 60 minutes (+15 minutes for non-native English speakers)
• Closed book format
• Number of questions: 40
• Marks: each question is worth 1 mark, there is no negative marking
• Pass mark: 65% or higher (26 marks or above)