Course Overview
The ITIL V4 Foundation qualification is intended to introduce candidates to the management of
modern IT-enabled services, to provide them with an understanding of the common language
and key concepts, and to show them how they can improve their work and the work of their
organization with ITIL V4 guidance. Furthermore, the qualification will provide the candidate with
an understanding of the ITIL V4 service management framework and how it has evolved to
adopt modern technologies and ways of working.
The ITIL V4 Foundation examination is intended to assess whether the candidate can
demonstrate sufficient recall and understanding of the ITIL V4 service management framework,
as described in the syllabus below, to be awarded the ITIL V4 Foundation qualification. The ITIL
V4 Foundation qualification is a prerequisite for the ITIL V4 higher level qualifications, which
assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL
framework in context.
Requirements
- There are no mandatory prerequisites
Curriculum
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Recall the definition of
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Understand how the ITIL guiding principles can help an organization adopt and adapt service management
- Describe the nature, use and interaction of the guiding principles
- Explain the use of the guiding principles: Focus on value
- Explain the use of the guiding principles: Start where you are
- Explain the use of the guiding principles: Progress iteratively with feedback
- Explain the use of the guiding principles: Collaborate and promote visibility
- Explain the use of the guiding principles: Think and work holistically
- Explain the use of the guiding principles: Keep it simple and practical
- Explain the use of the guiding principles: Optimize and automate
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Understand 7ITIL practices
Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
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Describe the key concepts of creating value with services
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Describe the key concepts of service relationships
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Understand the four dimensions of service management
- Describe the four dimensions of service management: Organizations and people
- Describe the four dimensions of service management: Information and technology
- Describe the four dimensions of service management: Partners and suppliers
- Describe the four dimensions of service management: Value streams and processes
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Understand the purpose and components of the ITIL service value system
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Understand the activities of the service value chain, and how they interconnect
- Describe the interconnected nature of the service value chain and how this supports value streams
- Describe the purpose of each value chain activity: Plan
- Describe the purpose of each value chain activity: Improve
- Describe the purpose of each value chain activity: Engage
- Describe the purpose of each value chain activity: Design & transition
- Describe the purpose of each value chain activity: Obtain/build
- Describe the purpose of each value chain activity: Deliver & support
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Know the purpose and key terms of 15 ITIL practices
- Recall the purpose of the following ITIL practices: Information security management
- Recall the purpose of the following ITIL practices: Release management
- Recall the purpose of the following ITIL practices: Service configuration management
- Recall the purpose of the following ITIL practices: Relationship management
- Recall the purpose of the following ITIL practices: Supplier management
- Recall the purpose of the following ITIL practices: IT asset management
- Recall the purpose of the following ITIL practices: Monitoring and event management
- Recall the purpose of the following ITIL practices: Deployment management
- Recall the purpose of the following ITIL practices: Continual improvement
- Recall the purpose of the following ITIL practices: Change control
- Recall the purpose of the following ITIL practices: Incident management
- Recall the purpose of the following ITIL practices: Problem managementChange control
- Recall the purpose of the following ITIL practices: Service request management
- Recall the purpose of the following ITIL practices: Service level management
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Recall definitions ofthe followingITIL terms: