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Course: ITIL 4 Foundation (Accredited by PeopleCert/AXELOS)

ITIL 4 Foundation (Accredited by PeopleCert/AXELOS)

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About this Course

ITIL® 4

ITIL 4 was released by Axelos on 11th February 2019 and is the latest version of ITIL.

ITIL 4 Foundation Course

This ITIL 4 Foundation course takes you through the service value system which provides a holistic picture of what it really means to contribute to business value.

This Foundation level course is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.

On completion of the course you will have an understanding of the following:

  • A holistic approach to the co-creation of value with customers and other stakeholders
  • in the form of products and services
  • The Guiding principles of ITIL 4
  • The four dimensions of service management
  • Key concepts from Lean IT, Agile, DevOps, and why these are important to deliver
  • business value
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided
  • by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

This course is accredited by PeopleCert on behalf of AXELOS

The course consists of:

  • Lectures
  • Quizzes
  • Two official sample examinations (1 Hour) with answers

The course covers the entire ITIL 4 Foundation exam syllabus.

ITIL

ITIL, a professionally recognized certification scheme, supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs. ITIL provides comprehensive, practical and proven guidance for establishing a service management system, while also providing a common glossary of terms for businesses using IT enabled services.

ITIL 4 Value Proposition

  • We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. This is characterized by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It creates an increasingly fast-paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do, and ready to adopt new ways of working to succeed. ITIL 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also to a wider range of professionals working in the digital world.
  • ITIL 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.
  • ITIL 4 supports the existing investment that people and organizations have made in ITIL, as it is an expansion on the existing framework. That investment is protected because ITIL 4 provides a practical and flexible transition that helps organizations adopt the new ways of working brought by the modern digital world.

ITIL 4

ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technologies including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.

ITIL 4 will provide a practical and flexible basis to support organizations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources to compete within the modern complex landscape.

The context of ITIL, with the release of ITIL 4 is now much bigger, with an emphasis on the business and technology world, how it works today, and how it will work in the future with Agile, DevOps and digital transformation.

ITIL 4 will be much more relevant to software developers, service management practitioners and businesses through promoting a holistic view of delivering products and services.

Right from the Foundation level, ITIL 4 will emphasise the importance of collaboration, transparency, automating where possible, and working holistically.

ITIL 4 retains many of the core elements that makes ITIL so valuable to individuals and organizations today. Change is a constant state and organizations are struggling to navigate it. ITIL 4 is best practice that supports organizations in navigating this ongoing change.

ITIL 4 is the next iteration that incorporates all of the best things from ITIL as it is known today and expands IT and service operations to a new level. Moving from traditional process led delivery, ITIL 4 supports faster quality and value driven delivery for people and organizations.

Service value system

ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationship.

The updated framework will focus on facilitating value co-creation via a service value system (SVS). The SVS represents how different components and activities can work together, in any type of organization, to facilitate value creation through IT enabled services.

In ITIL 4, customers are an essential element in the process of creating value.

Service value chain

Incorporated within the SVS is the service value chain (SVC). The service value chain is the set of interconnected activities that, when sequenced in the right way, provides an operating model for the creation, delivery, and continual improvement of services. The service value chain allows an organization to define a number of variants of these sequences known as value streams, of which the v3 service lifecycle is one such example.

The service value chain is flexible and can be adapted to multiple approaches, including product-focused delivery teams, DevOps, and centralized IT.

The adaptability of the value chain enables organizations to react to changing demands from their stakeholders in the most effective and efficient ways.

Guiding principles

The ITIL guiding principles, first introduced in ITIL Practitioner, are at the core of ITIL 4. The guiding principles help IT professionals to adopt and adapt ITIL guidance to their own specific needs and circumstances. These guiding principles can (and should) be followed at every stage of service delivery. They allow professionals to define approaches and navigate difficult decisions.

The ITIL guiding principles are:

  • 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

The guiding principles provide a comprehensive and holistic vision of how a service (as well as a service management) organization should manage and execute its work. The focus on collaboration, automation, and keeping things simple, reflects principles found in Agile, DevOps and Lean methodologies.

ITIL Practices

What is currently known in ITIL v3 as “processes” are being expanded to consider other elements such as culture, technology, information and data management, and more. This holistic vision of a way of working is known as a “practice” in ITIL 4, and forms a fundamental part of the ITIL 4 framework.

The ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value. The ITIL 4 framework will reinforce a flexible and non-siloed approach for the application of ITIL practices.

Four Dimensions

To support a holistic approach to service management, ITIL also defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

The four dimensions represent perspectives which are relevant to the whole service value system.

All apply to both service management and to the services being managed across the whole organization.

Integration with other practices and new ways of working

ITIL 4 will reflect other frameworks and integrate new ways of working including Agile, DevOps, Lean, IT governance and leadership. The guiding principles draw from proven ways of working and foster a customer centric culture of collaboration, working holistically and gaining continual feedback. ITIL 4 will provide the flexibility needed to adopt and adapt what is relevant to each business and organizations while reinforcing the fundamentals for delivering quality IT service.

All of this sets ITIL and service management in a strategic context, bringing together ITSM, Development, Operations, business relationships and governance in a holistic approach. This is a truly integrated model for digital service management.

And much more!

The ITIL 4 framework also includes governance activities that enable organizations to continually align their operations with the strategic direction set by the governing body. ITIL 4 provides organizations with a simple and practical improvement model to maintain their resilience and agility in a constantly changing environment.

MyITIL

Anyone who takes an ITIL certification exam is entitled to one year’s free subscription to MyITIL.

A ‘My ITIL’ subscription is intended to support a candidate beyond their certification. It comes with the following benefits:

  • They can use our exclusive white papers, practical guidance and examples, as well as further deep dives into the current and new guidance
  • The supplementary content and CPD activity on the site will help with navigating the very complicated and complex business context to IT enabled services
  • The supplementary content and supporting CPD activities are extremely useful to candidates as they provide further clarity on specific areas of knowledge when using ITIL.

ITIL® is a registered trade mark and The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. Copyright © Zindiak Limited and AXELOS Limited 2018. All rights reserved.

Material in this document has been sourced from ITIL® Foundation ITIL 4 Edition. No part of this document may be reproduced in any form without the written permission of both the Zindiak Limited and AXELOS Limited.

Permission can be requested at enquiries@zindiak.co.ukand licensing@AXELOS.com.

Basic knowledge
  • There are no restrictions or prerequisites for this training course and the ITIL 4 Foundation Certification
  • While many participants will come from an IT background this IS NOT a requirement and the course is applicable to anyone interested in Service Management
What you will learn

On this course you will learn how to:

  • Pass the ITIL 4 Foundation Exam
  • Save £80 off the list price of the ITIL 4 Foundation Exam
  • Book the ITIL 4 Foundation Exam
  • Utilise ITIL 4 to improve your IT Service Management
Curriculum
Number of Lectures: 43
Total Duration: 02:28:53
Introduction
  • Introduction to the course  

    On completion of this lecture you will understand the structure of the course.

  • Introduction to ITIL 4  

    On completion of this lecture you will understand the structure of ITIL 4.

  • Save £80 0ff the list price of your ITIL® 4 Foundation Exam  

    How to buy your ITIL 4 Foundation Exam

    From 1st January 2018, PeopleCert are the only authorised Exam Institute for Axelos exams.

    Go to Zindiak to see our discounted price of £219 and purchase an exam voucher (saving £80). This is a PeopleCert Exam voucher, which covers the full cost of the exam.

    Within 24-hours you will receive an email from PeopleCert (passport@peoplecert.org) with a Voucher Code in it.


    How to use your Exam Voucher

    To use your voucher:

    Visit PeopleCert

    Create your PEOPLECERT profile. If you already have one, please log in and select Register for an exam.

    You will then see a screen like the one below.


    Just copy the voucher code into the box and hit confirm.

    Select the date and time you wish to sit the exam.

    You will then receive an exam booking confirmation email from PeopleCert.

    15-30 minutes before the specified exam time (this will give you time to complete the admin) logon to the PeopleCert website and take your exam.

    Good Luck.

Key Concepts of Service Management
  • Understanding Value, Providers and Consumers  

    On completion of this lecture you will be able to recall the definition of:

    • Customer
    • User
    • Service management
    • Sponsor

    Describes the key concepts of creating value with services:

    • Organization
  • Services, and Service Offerings and Relationships  

    On completion of this lecture you will be able to describe the key concepts of service relationships:

    • Service offering
    • Service relationship management
    • Service provision
    • Service consumption
  • Outcomes, Costs and Risk  

    On completion of this lecture you will be able to describe the key concepts of creating value with services:

    • Cost
    • Outcome
    • Output
    • Risk
  • Utility and Warranty  

    On completion of this lecture you will be able to recall the definition of:

    • Utility
    • Warranty

    Describe the key concepts of creating value with services:

    • Utility
    • Warranty
  • Key Concepts of Service Management  

    This quiz tests your understanding of the key concepts of service management.

    There are 5 marks in the exam on this part of the syllabus.

Key Concepts of ITIL
  • The Four Dimensions of Service Management  

    This lecture introduces the four dimensions of service management:

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


  • 1. Organizations and People  

    On completion of this lecture you will be able to describe the first dimension of service management:

    • Organizations and people


  • 2. Information and Technology  

    On completion of this lecture you will be able to describe the second dimension of service management:

    • Information and Technology


  • 3. Partners and Suppliers  

    On completion of this lecture you will be able to describe the third dimension of service management:

    • Partners and suppliers


  • 4. Value Streams and Processes  

    On completion of this lecture you will be able to describe the fourth dimension of service management:

    • Value Streams and Processes


  • External Factors  

    On completion of this lecture you will be able to describe the external factors affecting the four dimensions of service management.

    NOTE - This is not part of the syllabus and not required for the exam.

The ITIL Service Value System
  • The ITIL Service Value System  

    On completion of this lesson you will understand the purpose and components of the ITIL service value system and be able to describe the ITIL service value system.

The Service Value Chain
  • The Service Value Chain  

    On completion of this lesson you will understand the activities of the service value chain, and how they interconnect.

    You will be able to describe:

    • the interconnected nature of the service value chain and how this supports value streams.
    • the purpose of each value chain activity:
    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain/build
    • Deliver & support


The Guiding Principles
  • Introduction to the Guiding Principles  

    On completion of this lecture you will be able to describe the nature and use of the guiding principles.

  • Focus on Value  

    Explain the use of the Focus on Valueguiding principle.

  • Start where you are  

    Explain the use of the Start where you are guiding principle.

  • Progress iteratively with feedback  

    Explain the use of the Progress iteratively with feedback guiding principle.

  • Collaborate and promote visibility  

    Explain the use of the Collaborate and promote visibility guiding principle.

  • Think and work holistically  

    Explain the use of the Think and work holistically guiding principle.

  • Keep it simple and practical  

    Explain the use of the Keep it simple and practical guiding principle.

  • Optimize and automate  

    Explain the use of the Optimize and automate guiding principle.

  • Interaction of the guiding principles  

    On completion of this lecture you will be able to describe the interaction of the guiding principles.

The ITIL Management Practices
  • Introduction to the ITIL Management Practices  

    On completion of this lecture you will understand how the ITIL Management Practices support the Service Value System and understand the origins of the three types of practice.

General Management Practices
  • Continual Improvement Practice  

    On completion of this lecture you will be able to:

    • recall the purpose of the Continual Improvement Practice
    • explain the Continual Improvement Management Practice in detail


  • Continual Improvement Model  

    On completion of this lecture you will be able to:

    • Explain the following the continual improvement model


  • Information Security Management  

    On completion of this lecture you will be able to recall the purpose of the Information Security Practice.

  • Relationship Management  

    On completion of this lecture you will be able to recall the purpose of the Relationship Management Practice.

  • Supplier Management  

    On completion of this lecture you will be able to recall the purpose of the Supplier Management Practice.

Service Management Practices
  • Change Control  

    On completion of this lecture you will be able to:

    • recall the purpose of the Change Control Practice
    • explain the Change Control Practice in detail


  • Incident Management  

    On completion of this lecture you will be able to:

    • recall the purpose of the Incident Management Practice
    • explain the Service Request Management Practice in detail


  • IT Asset Management  

    On completion of this lecture you will be able to recall the purpose of the IT Asset Management Practice.

  • Monitoring and Event Management  

    On completion of this lecture you will be able to recall the purpose of the Monitoring and Event Management Practice.

  • Problem Management  

    On completion of this lecture you will be able to:

    • recall the purpose of the Problem Management Practice
    • explain the Problem Management Practice in detail


  • Release Management  

    On completion of this lecture you will be able to recall the purpose of the Release Management Practice.

  • Service Configuration Management  

    On completion of this lecture you will be able to recall the purpose of the Service Configuration Management Practice. 

  • Service Desk  

    On completion of this lecture you will be able to:

    • recall the purpose of the Service Desk Practice
    • explain the Service Desk Practice in detail


  • Service Level Management  

    On completion of this lecture you will be able to:

    • recall the purpose of the Service Level Management
    • explain the Service Level Management Practice in detail


  • Service Request Management  

    On completion of this lecture you will be able to:

    • recall the purpose of the Service Request Management
    • explain the Service Request Management Practice in detail


Technical Management Practices
  • Deployment Management  

    On completion of this lecture you will be able to recall the purpose of the Deployment Management Practice. 

Official ITIL® 4 Foundation Sample Exams
  • Official ITIL® 4 Foundation Sample Exam 1  

    Please download the resources for this lecture:

    • The Official Axelos Sample Exam Paper 1
    • Answers and rationale for Sample Exam Paper 1


  • Official ITIL® 4 Foundation Sample Exam 2  

    Please download the resources for this lecture:

    • The Official Axelos Sample Exam Paper 2
    • Answers and rationale for Sample Exam Paper 2


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