ITIL® 4 Foundation

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ITIL 4 is the result of a great amount of global research and development work across the IT and service management industries. It 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 represents an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers.

Compatability with ITIL v3

The new scheme has been designed to be backwards compatible with ITIL v3 (the term that most people use to refer to the previous ITIL) and has been streamlined to encourage conversion beyond ITIL Foundation level. Though ITIL v3 remains relevant, the general recommendation is for organisations to embark on the new ITIL 4 sooner rather than later.

ITIL 4 Certification Scheme

You can get a good and quick 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
• Two high-level “stream” qualifications - ITIL Managing Professional (MP) stream and ITIL Strategic Leader (SL) stream
• 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 a common module for both streams.

NOTE: For participants currently ITIL V3 Foundation certified, due to the structure of ITIL 4 Foundation, there is no transition module (bridging course) at the Foundation level. Should a participant wish to attend an ITIL 4 Specialist/Strategist/Leader course – then the recommended approach is to take ITIL 4 Foundation in order to be able to transition to the new scheme.

 

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

$1300 + gst

Fees include:

• Comprehensive ALC course workbook, quality colour printed
• Official Axelos ITIL 4 Foundation Textbook
• ITIL 4 Foundation Certificate Exam (paper based, held in class)
• Full catering including proper sit-down lunch, morning and afternoon refreshments

ITIL 4 Certificate Examination

The ITIL 4 Foundation Certificate is an internationally-recognised qualification and is a prerequisite for further qualifications in ITIL.

For courses conducted as Live Virtual a voucher is issued for the exam to be taken online. For traditional classroom courses the exam is paper-based and is held in class at the end of the last day of the course.

The exam comprises:

• 40 multiple choice 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 new 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:

Option 1: Take the 2-day ITIL 4 Foundation course now to have a foundational understanding of the new ITIL 4. And continue to take the other Specialist, Strategist or Leader modules when they are progressively available, leading to the either the designation of ITIL? Managing Professional or ITIL Strategic Leader.

Option 2: Continue with more ITIL v3 Intermediate modules to obtain at least 17 credits (including v3 Foundation), to be eligible to attend the transition module “Managing Professional Transition” when it is released end of 2019. You will be awarded the designation of ITIL Managing Professional when you pass the Managing Professional Transition module.
ITIL v3 Intermediate modules will be available till June 2020.

Scenario 4:

I am ITIL v3 Foundation certified and have obtained two or more ITIL v3 Intermediate level certifications.

Recommendation:  Continue with more ITIL v3 Intermediate modules to obtain at least 17 credits (including v3 Foundation), to be eligible to attend the transition module “Managing Professional Transition” when it is released end of 2019. You will be awarded the designation of ITIL? Managing Professional when you pass the Managing Professional Transition module. ITIL v3 Intermediate modules will be available till June 2020.

Scenario 5:

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 as soon as it is released 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 as soon as it is released 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.