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Information Technology Infrastructure Library (ITIL V4) Foundation

December 7 - December 8


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.

Course Contents
1. Understand the key concepts of service management
1.1 Recall the definition of:
a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor

1.2 Describe the key concepts of creating value with services: a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty

1.3 Describe the key concepts of service relationships:
a) Serviceoffering
b) Servicerelationshipmanagement
c) Service provision
d) Serviceconsumption

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 2.2 Explain the use of the guiding principles:
a) Focusonvalue
b) Startwhereyouare
c) Progress iteratively with feedback
d) Collaborateandpromotevisibility
e) Thinkandworkholistically
f) Keep it simple and practical
g) Optimizeandautomate

3. Understand the four dimensions of service management 3.1 Describe the four dimensions of service management :
a) Organizationsandpeople
b) Informationandtechnology
c) Partners and suppliers
d) Valuestreamsandprocesses

4. Understand the purpose and components of the ITIL service value system 4.1 Describe the ITIL service value system

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
5.2 Describe the purpose of each value chain activity:
a) Plan
b) Improve
c) Engage
d) Design&transition
e) Obtain/build
f) Deliver & support

6. Know the purpose and key terms of 15 ITIL practices 6.1 Recall the purpose of the followingITIL practices:
a) Informationsecuritymanagement
b) Relationshipmanagement
c) Supplier management
d) ITassetmanagement
e) Monitoringandeventmanagement
f) Release management
g) Serviceconfigurationmanagement
h) Deploymentmanagement
i) Continual improvement
j) Change control
k) Incident management
l) Problem management
m) Service request management
n) Servicedesk
o) Servicelevelmanagement

6.2 Recall definitions ofthe followingITIL terms:
a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Knownerror

7. Understand 7ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
a) Continualimprovementincluding:-continualimprovementmodel
b) Changecontrol
c) Incident management
d) Problemmanagement
e) Servicerequestmanagement
f) Service desk
g) Servicelevelmanagement


December 7
December 8


Stalwart Learning
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