Train 10 delegates for just £10k. Contact our office on 01202 736 373 for information

AgilePM Practitioner Upgrade 2 Day

AgilePM® | Practitioner Upgrade (2 Day)

ITIL® v4 | Foundation (3 Day)

Only %1 left

The ITIL® Foundation course is designed for IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business used IT services, as well as individuals requiring an insight into Service Management best practice.

Download Course Outline

This ITIL®V4 Foundation Certificate in IT Service Management three day course provides comprehensive first level training for anyone involved in provision, support, and delivery of IT Services.

Course Outline

The ITIL v4 Foundation course will cover the following:

  • 1. Understand the key concepts of service management
    • 1.1 Recall the definition of:
      • a) Service
      • b) Utility
      • c) Warranty
      • d) Customer
      • e) User
      • f) Service management
      • g) Sponsor
    • 1.2 Describe the key concepts of creating value with:
      • a) Cost
      • b) Value
      • c) Organization
      • d) Outcome
      • e) Output
      • f) Risk
      • g) Utility
      • h) Warranty
    • 1.3 Describe the key concepts of service relationships:
      • a) Service offering
      • b) Service relationship management
      • c) Service provision
      • d) Service consumption
  • 2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management
    • 2.1 Describe the nature, use and interaction of the guiding principles
    • 2.2 Explain the use of the guiding principles
      • a) Focus on value
      • b) Start where you are
      • c) Progress iteratively with feedback
      • d) Collaborate and promote visibility
      • e) Think and work holistically
      • f) Keep it simple and practical
      • g) Optimize and automate
  • 3. Understand the four dimensions of service management
    • 3.1 Describe the four dimensions of service management:
      • a) Organizations and people
      • b) Information and technology
      • c) Partners and suppliers
      • d) Value streams and processes
  • 4. Understand the purpose and components of the ITIL service value system
    • 4.1 Describe the ITIL service value system
  • 5. Understand the activities of the service value chain, and how they interconnect
    • 5.1 Describe the interconnected nature of the service value chain and how this supports value streams
    • 5.2 Describe the inputs, outputs and purpose of each value chain activity:
      • a) Plan
      • b) Improve
      • c) Engage
      • d) Design & transition
      • e) Obtain/build
      • f) Deliver & support
  • 6. Know the purpose and key terms of 15 ITIL practices
    • 6.1 Recall the purpose of the following ITIL practices:
      • a) Information security management
      • b) Relationship management
      • c) Supplier management
      • d) IT asset management
      • e) Monitoring and event management
      • f) Release management
      • g) Service configuration management
      • h) Deployment management
      • i) Continual improvement
      • j) Change control
      • k) Incident management
      • l) Problem management
      • m) Service request management
      • n) Service desk
      • o) Service level management
    • 6.2 Recall definitions of the following ITIL terms:
      • a) Availability
      • b) IT asset
      • c) Event
      • d) Configuration item
      • e) Change
      • f) Incident
      • g) Problem
      • h) Known error
  • 7. Understand 7 ITIL practices
    • 7.1 Explain the following ITIL practices in detail, including how they fit within the service value chain:
      • a) Continual improvement, including: - The continual improvement model
      • b) Change control
      • c) Incident management
      • d) Problem management
      • e) Service request management
      • f) Service desk
      • g) Service level management

Learning Outcomes

The Foundation level course enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).

How is it different from ITIL v3? - Basically, ITIL v3 describes Service Management around 26 processes and functions that are part of a continuous process of 5 life cycles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Remember that all of the v3 body of knowledge is still very worthwhile and relevant!

ITIL v4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.

At the end of the ITIL v4 Foundation course, you will have an understanding of the following:

  • - The seven Guiding Principles of ITIL 4
  • - ITIL’s new Service Value Chain
  • - The Four dimensions of Service Management
  • - The 34 ITIL practices, with a focus on 15 of these
  • - Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value

What examinations are taken on the course?

ITIL® v4 Foundation Exam: 1 hour, closed book, 40 multiple choice questions

More Information Master ITIL/3D

SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

ONLIVE Virtual - ONLive Virtual Classroom, Instructor-led Training, accessible from anywhere in the world with internet connectivity.

Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

Bournemouth - West Cliff (A,L,R) - Hallmark Hotel - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

Bournemouth - East Cliff (A,L,R) - Hallmark Hotel Bournemouth East Cliff, East Overcliff Drive, Bournemouth BH1 3AN

Bournemouth - Best Western Royale (A,L,R) - The Best Western Hotel Royale, 16 Gervis Road, Bournemouth, BH1 3EQ

Bournemouth - The Cumberland(A,L,R) - The Cumberland, East Overcliff Drive, Bournemouth, BH1 3AF

Bournemouth - The Suncliff (A,L,R) - The Suncliff Hotel, East Overcliff Drive, Bournemouth, BH1 3AG

Bournemouth - The Trouville Hotel (A,L,R) - The Trouville Hotel, 5-7 Priory Road, Bournemouth, Dorset, BH2 5DH

Brighton (L,R) - Holiday Inn Brighton Seafront, 137 King’s Road, Brighton, B1 2JF

Bristol (L,R) - Arnos Manor Hotel, 470 Bath Road, Avon, Bristol, BS4 3HQ

Cardiff (L,R) - Jurys Inn Cardiff, Park Place, Cardiff, CF10 3DN

Cambridge (L,R) - Hallmark Hotel Cambridge, Bar Hill, Cambridge CB23 8EU

Canterbury (L,R) - Best Western Abbots Barton Hotel, 36 New Dover Road, Canterbury, Kent, CT1 3DU

Coventry (L,R) - The Welcome Centre, 47 Parkside, Coventry CV1 2HG

Exeter (L,R) - Gipsy Hill Hotel, Gipsy Hill Lane, Exeter EX1 3RN

Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

Leeds (L,R) - Mercure Leeds, Otley Road, Leeds LS16 8AG

Leicester (L,R) - Devonshire Place, 78 London Rd, Leicester LE2 0RA

Liverpool (L,R) - Jurys Inn, 31 Keel Wharf, Liverpool, L3 4FN

London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

London (R) - ITIL - SPOCE, 9 Devonshire Square, London EC2M 4YF

Manchester (L,R) - Trafford Hall Hotel, 23 Talbot Rd, Stretford, Manchester M16 0PE

Milton Keynes (L,R) - Hotel Novotel Milton Keynes, Saxon St, Heelands, Milton Keynes MK13 7RA

Newcastle (L,R) - Ramada Encore Newcastle-Gateshead, Hawks Road, Gateshead Quays, Newcastle Upon Tyne, NE8 3AD

Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

Norwich (L,R) - Mercure Norwich Hotel, 121-131 Boundary Road, Norwich, NR3 2BA

Oxford (L,R) - Oxford Milton Hill House, Steventon, Abingdon, Oxford, OX13 6AF

Portsmouth (L,R) - Best Western Royal Beach Hotel, St Helens Parade, Portsmouth, PO4 0RN

Plymouth (L,R) - Future Inn Plymouth, 1 William Prance Road, Plymouth International Business Park, PL6 5ZD

Reading (L,R) - Best Western Reading Calcot Hotel, Bath Rd, Calcot, Reading RG31 7QN

Sheffield (L,R) - Sheffield Metropolitan Hotel, Blonk Street, Sheffield, S1 2AU

Southampton (L,R) - Lancaster Court, Barnes Wallis Road, Fareham, Hampshire. PO15 5TU

Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

Stoke-on-Trent (L,R) - Quality Hotel Stoke, 66 Trinity Street, Hanley, Stoke-On-Trent, ST1 5NB

Swansea (L,R) - Mercure Swansea, Phoenix Way, Swansea, West Glamorgan, SA7 9EG

York (L,R) - Hotel 53, 53 Piccadilly, York YO1 9PL

We found other products you might like!