ITIL® 4 Foundation

Length 3 days
Price NZD 1900 exc GST
Inclusions Exam voucher

Course overview

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Why study this course

Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and be prepared to sit the ITIL 4 Foundation Certificate exam, in three days!

ITIL is the most widely adopted approach for IT Service Management in the world. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.

Inclusions

This course includes a digital copy of the ITIL 4 Foundation Official Guidance handbook, and is supported by additional learning tools such as post-course reading materials, a quick reference guide, and practical material for reference back in the workplace.

A voucher for the ITIL 4 Foundation Exam is also included.

Examination

The ITIL 4 Foundation Exam is an online proctored exam through PeopleCert. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Practice exam papers are provided as part of the course materials, and reviewed to assist in preparation.

After passing the exam, each student’s certificate will be made available to them via PeopleCert.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Aligns to certification

ITIL 4 Foundation Certification

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What you’ll learn

After completing this ITIL 4 Foundation training course, students will:

Understand the key concepts of ITIL service management
Understand how ITIL guiding principles can help an organisation to adopt and adapt ITIL service management
Understand the four dimensions of ITIL service management
Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
Understand the key concepts of continual improvement
Learn the various ITIL practices and how they contribute to value chain activities

ITIL at Lumify Work

Lumify Work is an Accredited Training Organization with Gold status for PeopleCert courses and certifications including ITIL. We are also a member of the IT Service Management Forum (itSMF) and most of our ITIL instructors have an expert level of ITIL certification in addition to practical real-world implementation and consulting experience in ITIL.

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Who is the course for?

The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management. This course and the related certification can be beneficial for the following roles:

IT Managers
Support Team Leaders
Technical Support staff
Service Owners
Architects
Project Managers
Vendor Managers
Service Desk Supervisors
Process Owners
Change Managers
Service Level Managers
Problem Managers
Operations Managers
IT Consultants
IT Developers
Service Providers
System Integrators
Managers who interact between the business and IT

Course subjects

Introduction to the Core Concepts of ITIL 4

Key Definitions and Terminology of the ITIL 4 Model
Structure and Benefits of ITIL 4
The ITIL Certification Path

Service Management: Key Concepts

Value and Value Co-Creation
Value: Service, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks

The Four Dimensions of Service Management

Organisations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model

Service Value System

Overview of Service Value System
Overview of the Service Value Chain

The Guiding Principles

The Seven Guiding Principles
Applying the Guiding Principles

Continual Improvement

Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

Purpose of ITIL Practices
The Continual Improvement Practice
The Change Enablement Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Practice
The Service Level Management Practice

Prerequisites

There are no pre-requisites for the ITIL 4 Foundation course, however it is assumed that course participants are currently working or have worked in an IT environment or equivalent.

Industry Association Recognition

Project Management Institute (PMI®)

Contact hours: 21 hours
Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM®)

Continual Professional Development (CPD) points: 10 points

Downloads

ITIL 4 Certification Scheme

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

To comply with PeopleCert requirements, Lumify Work cannot provide PeopleCert training courses (AgileSHIFT®, ITIL®, Lean Six Sigma, MoP™, M_o_R™, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.