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ITIL 4 - the Ultimate in IT Service Management

ITIL 4 is widely seen as a game changer that has breathed new life into IT Service Management. It is an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers. The result of a great amount of global research and development work across IT and service management industries, the latest ITIL 4 has been designed to help organisations meet the increasing challenges of today’s complex digital environment by integrating concepts from Agile, DevOps and Design Thinking.

ITIL 4 Foundation

The ITIL Foundation certificate course is the essential starting point for anyone wanting to get started in ITIL. No longer a “nice to have” but a “must have” for any organisation or department or individual serious about improving IT Service Management.

ITIL 4 Certification Scheme

You can get a good idea of the new ITIL 4 Certification Scheme in the diagram below.  The Scheme comprises a number of modules:

  • ITIL 4 Foundation Certificate - the entry level to ITIL 4 Certification
  • Three ITIL Specialist modules (Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT)
  • ITIL Strategist
  • ITIL Leader

There are three high-level designations that can be attained:

  • ITIL Managing Professional (MP)
  • ITIL Strategic Leader (SL)
  • ITIL Master, the highest level certification.

To obtain the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) designations you must complete all modules in each stream, with ITIL Strategist being common to both.

NOTE: There is no transition module (bridging course) from ITIL v3 Foundation to ITIL 4 Foundation.  If you already have ITIL v3 Foundation and wish to take an ITIL 4 Specialist/Strategist/Leader course, then the recommended approach is to first take ITIL 4 Foundation in order to be able to transition to the new scheme.

 

Live Virtual Training

Due to COVID-19 government restrictions, face-to-face classroom training may not be available in your location.  We are watching the situation closely and will resume with face-to-face training at the earliest opportunity.

However, the good news is that ITIL Foundation is available as Live Virtual Training (LVT). You get the same world-class trainer and the same excellent training that you would normally get from ALC. It is fully live and interactive. The only difference is that the ITIL 4 Foundation course is conducted online.

Live Virtual Training has been around for quite a while and is a well-proven delivery method. Get ITIL® Training Live, Instructor Led, virtually run online from your home, office or wherever you have a computer and a good internet connection!

Learning outcomes

The aim of the ITIL 4 Foundation course is for each participant to be able to:
  • Understand and use the ITIL terminology and key concepts
  • Understand the four dimensions of service management that collectively provides a holistic approach to the delivery of service value to the customers
  • Understand the ITIL Management Practices
  • Understand the ITIL Service Value System
  • Understand the ITIL Guiding Principles, the need for Governance and Continual Improvement

Who should attend

The ITIL 4 Foundation course is appropriate for:
  • Any individual working in an IT environment who requires a basic understanding of the ITIL Best Practice framework
  • Any individual who needs a greater understanding of how an organisation can make use of ITIL to enhance the quality of IT services and the managing thereof
  • Anyone who may have an interest in the subject such as Business Owners, IT Managers, Project Managers, Service Desk staff, Operations staff, Developers

Course contents

1.  Introduction
  • History of ITIL
  • IT Service Management in the modern world
  • About ITIL 4
  • The structure and benefits of the ITIL 4 Framework
2.  Key Concepts
  • Value and value co-creation
  • Organisations, service providers, service consumers, and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcomes, costs and risks
3.  The Four Dimensions of Service Management
  • Organisations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors
4.  The ITIL Service Value System
  • Opportunity, demand and value
  • ITIL Guiding Principles
  • Governance
  • Service Value Chain
  • Continual Improvement
5.  ITIL Management Practices

5.1 General Management Practices

  • Architecture Management
  • Continual Improvement
  • Information Security Management
  • Knowledge Management
  • Measurement and Reporting
  • Organisational Change Management
  • Portfolio Management
  • Project Management
  • Relationship Management
  • Risk Management
  • Service Financial Management
  • Strategy Management
  • Supplier Management
  • Workforce and Talent Management

5.2 Service Management Practices

  • Availability Management
  • Business Analysis
  • Capacity Performance Management
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Catalogue Management
  • Service Configuration Management
  • Service Continuity Management
  • Service Design
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Service Validation and Testing

5.3 Technical Management Practices

  • Deployment Management
  • Infrastructure and Platform Management
  • Software Development and Management
6 .  Exam Preparation
  • Exam techniques
  • Sample Exams

Course fees

ITIL 4 Foundation Course (2 days) + Certificate Exam

Fees per person

$1390 + gst

Fees include:

  • Comprehensive ALC course workbook, quality colour printed - Hard Copy, delivered directly to you
  • Official Axelos "ITIL® 4 Foundation" Textbook - E-copy (Hard Copy available for purchase for an additional fee of $70 + GST)
  • ITIL 4 Foundation Certificate Online Exam Voucher (3 Month Validity)

ITIL 4 Certificate Examination

Participants will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 3 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT.

*As of 01 February, 2022 paper-based exams will no longer be offered by PeopleCert the examination institute for ITIL®. All exams will be conducted online. During the course you will receive an exam voucher and instructions how to book the exam for a date and time of your choice within 3 months of the course. The exams are web-proctored by PeopleCert and are available 24/7.

The exam comprises:

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration
  • Closed book.

Pre-requisites

There are no pre-requisites for this course.

Transition from ITIL v3 to ITIL 4

Scenario 1:

I am currently ITIL v3 Foundation certified only. I am looking at a career development in IT Service Management.

Recommendation: Take the ITIL 4 Foundation in order to transition to the new scheme as there is no bridging course at the Foundation level.

Scenario 2:

I am currently ITIL v3 Foundation certified only. My organisation has been practicing ITIL for many years.

Recommendation: Take the direction from your organisation on any decision to embark on ITIL 4 now or later. ITIL v3 remains relevant. However, ITIL 4 is the result of a great amount of global research and development work across the IT and service management industries. It also integrates concepts from Agile, DevOps and Design Thinking. ITIL 4 is an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers. We would recommend organisations to embark on the latest ITIL 4 sooner rather than later.

Scenario 3:

I am ITIL v3 Foundation certified and have obtained one ITIL v3 Intermediate level certification. And I prefer to find out more about ITIL 4 first.

Recommendation:

Take the 2-day ITIL 4 Foundation course now to have a foundational understanding of ITIL 4. And continue to take the other Specialist, Strategist or Leader modules , leading to the either the designation of ITIL Managing Professional or ITIL Strategic Leader.

Scenario 4:

I am v3 ITIL Expert. What if anything should I do?

Recommendation:

Option 1: Take the ITIL4 Foundation for an understanding of the new ITIL 4 Service Value System.  ITIL 4 Foundation is not a pre-requisite for a v3 ITIL Expert to transition to the ITIL Managing Professional.  Thereafter, take the ITIL Managing Professional transition module to achieve the ITIL Managing Professional designation. After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader designation, you would only need to complete the ITIL Leader Digital & Strategy module. Once you have completed both streams, you are eligible to move towards ITIL Master.

Option 2: Take the ITIL Managing Professional transition module to achieve the ITIL Managing Professional designation. After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader designation, you would only need to complete the ITIL Leader Digital & Strategy module. Once you have completed both streams, you are eligible to move towards ITIL Master.