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ITIL® V4 Foundation Certification Training

  • Training
  • KnowledgeHut Solutions
  • ID: 4761491

What is ITIL®?

The Information Technology Infrastructure Library (ITIL®) is a core set of best practices for IT service management which serve to align IT services with business needs. The latest release of ITIL®V4 is designed to bridge the gap brought on by digital transformation and help professionals and organizations adopt best practices in IT service management for better productivity. ITIL®4 has been designed to provide holistic solutions to embrace lean IT, Agile and DevOps in a cohesive manner.

This 16 hours ITIL® 4 Foundation certification training is aimed at IT professionals who are aspiring to gain the certification and also for those who wish to progress from the Foundation to the higher levels of certification within the ITIL® 4 certification scheme.

Why ITIL® V4?

The latest version of ITIL®, ITIL®4 is well-suited to the present era of digital transformation. This 16-hour ITIL® 4 certification training is meant for IT professionals who are keen on adding this credential to their profile while simultaneously progressing from the Foundation to the higher levels of certification within the ITIL®4 certification scheme. ITIL® 4 has a new and improved scheme that will be compatible with ITIL® V3 and at the same time will help you progress beyond the Foundation level.

Transitioning from V3 to V4

ITIL®V4 has been developed to be compatible with the existing certification scheme while also helping you progress beyond the Foundation level.

ITIL® V4 Certification journey:

The ITIL4 Certification Scheme is comprised of the following modules:

  • ITIL® Foundation
  • ITIL® Specialist modules/ ITIL® Strategist modules
  • ITIL® Managing Professional (MP)/ ITIL® Strategic Leader(SL)
  • ITIL® Master

ITIL® V4 Exam:

The ITIL® Foundation Exam is an hour long online examination comprising of 40 questions. An extra time of 15 minutes will be given to those candidates who are attending the exam in a language that isn’t their native or working language.

The exam is in objective test format. There is no negative marking. Participants have to score 26 marks (65%) to attain the certification. This is a closed book exam, and electronic devices are not allowed.

These are some of the benefits of ITIL®V4 certification:

  • ITIL®V4 will aid organizations in transforming digitally and make it easier for them to align emerging technologies in their IT operations, using them to streamline business processes.
  • It will empower professionals with the right awareness to work with Lean, Agile and DevOps and aid in the digital transformation of the organizations they work for.
  • ITIL®V4 will enhance the understanding of developers, practitioners and businesses to practice product and service delivery in a more holistic manner.
  • ITIL® helps organizations in achieving the following objectives:
  • Reduction in IT costs
  • Improvement in quality
  • Reduction in risk
  • Improvement in decision making
  • Increment in productivity
  • Organisation-wide transparency and effective communication.
  • Implementing a culture of adopting a practical approach to service management
  • Adoption of a common framework of practices

In these volatile markets, industries need to adopt best practices for process management, in order to ensure that they stay ahead of the competition and generate profits.  Organizations with foresight are already adopting these IT service management practices for better productivity.

What you will learn

  • The concepts, terms and terminology of ITIL®
  • ITIL® 4 best practices and how to implement them to streamline processes for continuous improvement
  • Fundamentals of Service Management, Service Lifecycle and other IT-enabled services.
  • Applying practices learnt to improve business decisions and optimize customer expectations
  • An in-depth preparation for ITIL® 4 Foundation certification

Course Content

Chapter 1 Understand the key concepts of service management
1.1 Recall the definition of:
  • Service (2.3.1)
  • Utility (2.5.4)
  • Warranty (2.5.4)
  • Customer (2.2.2)
  • User (2.2.2)
  • Service management (2.0)
  • Sponsor (2.2.2)


1.2 Describe the key concepts of creating value with services (2.1,2.1.1, 2.2 and all subsections of 2.5):
  • Cost
  • Value
  • Organization
  • Outcome
  • Output
  • Risk
  • Utility
  • Warranty


1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1 ):
  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption


Chapter 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 (4.3, 4.3.8)
2.2 Explain the use of the guiding principles (4.3):
  • Focus on value(4.3.1–4.3.1.4)
  • Start where you are (4.3.2–4.3.2.3)
  • Progress iteratively with feedback(4.3.3–4.3.3.3)
  • Collaborate and promote visibility (4.3.4–4.3.4.4)
  • Think and work holistically(4.3.5–4.3.5.1)
  • Keep it simple and practical(4.3.6–4.3.6.3)
  • Optimize and automate(4.3.7–4.3.7.3)


Chapter 3 Understand the four dimensions of service management
3.1 Describe the four dimensions of service management (3):
  • Organizations and people (3.1)
  • Information and technology (3.2)
  • Partners and suppliers (3.3)
  • Value streams and processes (3.4-3.4.2)


Chapter 4 Understand the purpose and components of The ITIL service value system
4.1 Describe the ITIL service value system (4.1)
Chapter 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 (4.5)
5.2 Describe the purpose of each value chain activity:
  • Plan (4.5.1)
  • Improve (4.5.2)
  • Engage (4.5.3)
  • Design & transition (4.5.4)
  • Obtain/build (4.5.5)
  • Deliver & support (4.5.6)


Chapter 6 Know the purpose and key terms of 15 ITIL practices
6.1 Recall the purpose of the following ITIL practices:
  • In formation security management (5.1.3)
  • Relationship management (5.1.9)
  • Supplier management (5.1.13)
  • IT asset management (5.2.6)
  • Monitoring and event management (5.2.7)
  • Release management (5.2.9)
  • Service configuration management (5.2.11)
  • Deployment management (5.3.1)
  • Continual improvement (5.1.2)
  • Change control (5.24)
  • Incident management (5.2.5)
  • Problem management (5.2.8)
  • Service request management (5.2.16)
  • Service desk (5.2.14)
  • Service level management (5.2.15)


6.2 Recall definitions of the following ITIL terms:
  • IT asset (5.2.6)
  • Event (5.2.7)
  • Configuration item (5.2.11)
  • Change (5.2.4)
  • Incident (5.2.5)
  • Problem (5.2.8)
  • Known error (5.2.8)


Chapter 7 Understand 7 ITIL practices
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
  • Continual improvement (5.1.2) including:
  • The continual improvement model (4.6, fig 4.3)
  • Change control (5.2.4)
  • Incident management (5.2.5)
  • Problem management (5.2.8)
  • Service request management (5.2.16)
  • Service desk (5.2.14)
  • Service level management (5.2.15–5.2.15.1)

Who Should Attend

  • IT professionals
  • Business managers
  • Business process owners
  • Project managers
  • Students and individuals with interest in IT Services Management
  • ITSM Managers and aspiring ITSM Managers
  • Professionals working in other areas of IT like digital, product, development and service.
  • ITIL certified professionals who want to transition to the new version V4