ITIL® 4 Foundation

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Course overview





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Wasn't sure if I should do in-class or self paced. The ITIL training from Good e-Learning was well organized and the quizzes were a great recap. I passed the exam!

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Get started with your ITIL Foundation training with this online course from Good e-Learning!

ITIL 4 is a leading IT service management framework. Formerly known as the ‘Information Technology Infrastructure Library’, it has a proven track record for helping IT teams optimize the value and strategic alignment of IT services, helping businesses to thrive even in the highly competitive Digital Age.

This ITIL 4 Foundation course offers an introduction to the essential elements of the framework. These include the Service Value System (SVS), Service Value Chain (SVC), Guiding Principles, 7 ITIL Practices, and more.

By the end of this course, you will have a clear understanding of how ITSM helps organizations create value by optimizing the efficiency, speed, and evolution of services. You will also be ready to utilize proven ITIL practices and tools, pass the ITIL Foundation exam, and begin supporting permanent improvements in your organization.

Ready to pass the ITIL 4 Foundation exam? Kickstart your training and get started on the ITIL career path with Good e-Learning today!

Who is this course aimed at?

  • Anyone looking to start their ITIL training with an award-winning course provider
  • Organizations intending to start adopting ITIL 4 best practices
  • Individuals or groups looking to pursue ITIL training online
  • ITSM team members or managers who require an understanding of the ITIL framework
  • Candidates hoping to pursue careers in IT management with one of the most valuable professional certifications on the market
  • Practitioner companies seeking to train new or non-certified staff

What will you learn by taking this course?

  • How the ITIL best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-powered products and services
  • An overview of the tools, methodologies, purpose, and components of the framework, including the ITIL Service Lifecycle and the Service Value System
  • The key concepts and value of ITSM both to IT product and service providers and their customers
  • How ITIL’s guiding principles can help organizations adopt and adapt service management best practices
  • The activities of the Service Value Chain and how they interconnect
  • The purpose and key terms of 18 ITIL practices, along with the seven essential practices
  • The details of the ITIL certification path, including the streams for Managing Professional (MP) and Strategic Leader (SL)
  • How to incorporate the framework with other leading approaches, such as Lean, DevOps, and Agile
  • Everything needed to pass the official ITIL 4 Foundation exam

Why should you take this course?

  • Good e-Learning is an award-winning online training provider and was independently certified as a ‘Market Leader’ for ITIL training by Course Conductor.
  • The ITIL 4 syllabus offers a wholly modernized look at IT service management.
  • ITIL 4 qualifications are highly valuable and desirable for employers in IT.
  • ITIL 4 Foundation is highly relevant to IT service management teams and project managers. Training also helps practitioners establish cultures of continuous strategic, operational, and cultural improvements.
  • Worried about what ITIL 4 costs to study? We offer FREE training resources to help you along. This includes material on topics like ITIL 4 risk management and Lean ITIL.
  • This online course fully-prepares candidates to sit and pass the ITIL 4 Foundation exam on the first attempt.
  • Getting certified can lead to impressive salary gains. According to Payscale, professionals with the ITIL Foundation qualification earn an average base salary of approximately $100,000 (or £41,000).
  • Passing the Foundation certification exam will enable you to move on to the ITIL 4 practitioner modules in the Managing Professional (MP) and Strategic Leader (SL) streams.
  • The course was created with input from leading experts, including the authors of several of the ITIL 4 books.
  • The course offers a practice exam simulator as well as regular knowledge checks to help students prepare for the exam.
  • Good e-Learning students avoid ITIL Foundation exam costs thanks to FREE exam vouchers (T&Cs apply).
  • This ITIL 4 e-learning course offers a clear overview of the framework’s building blocks, including the essential ITIL Principles. This makes it perfect for beginners!
  • This ITIL 4 online course is fully accredited by PeopleCert on behalf of AXELOS.

An Introduction to the ITIL 4 Framework

Learning Objectives

This introductory module gives a complete overview of the ITIL 4 framework, including its evolution, best practices, and certification structure.

Students gain an understanding of how useful ITIL certification can be and what was introduced with the latest version of the framework. The module also helps answer the question, “Is ITIL 4 worth it?”

The areas covered include:

Introduction to ITIL 4
ITIL 4 Evolution
ITIL 4 Best Practices
ITIL 4 Certification Scheme
ITIL v3 and ITIL 4
Purpose of the ITIL Foundation Qualification
Who Benefits from the Course
Case Study

Module 1: The Key Concepts of Service Management

Learning Objectives

This module will introduce you to the key concepts and terminology of the framework. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:

The nature of value and value co-creation
Organizations, service providers, service consumers, and other stakeholders
Products and services
Service relationships
Value: outcomes, costs, and risks

You will then learn how they can be used to address real-world IT service management challenges.

Chapter 1: Key Definitions
Chapter 2: Creating Value with Services
Chapter 3: Key Concepts of Service Relationships
Quiz & Assignment

Module 2: The Guiding Principles

Learning Objectives

‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to their goals, strategies, type of work or management structure.

The ITIL guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions and can even help users to adapt the framework to suit their own circumstances.

Many of the guiding principles reflect those found in other frameworks, standards, and methodologies. These include Lean, Agile, COBIT, and DevOps. This allows organizations to easily integrate the framework into their current service management approach.

These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, ITIL’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

The ITIL 4 Guiding Principles include:

Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate

This module will introduce you to the framework’s guiding principles, as well as their purpose, flexibility, and relationship with other standards and frameworks.

Module 3: The Four Dimensions of Service Management

Learning Objectives

The 4 dimensions of service management provide a holistic view of the different constraints, resource types, and other points of focus that must be considered when designing, managing, or operating an organization.

They include:

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the syllabus and how they enable a holistic approach to ITSM.

Module 4: Service Value System (SVS)

Learning Objectives

The ITIL 4 SVS describes several key elements of effective service management. These include the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement, and a business’s capabilities and resources), and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders).

The Service Value System includes:

The guiding principles
Service value chain
Continual improvement

In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.

Module 5: The Service Value Chain (SVC)

Learning Objectives

The ITIL Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.

This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by the framework’s practices, creating a highly versatile tool for ITSM.

This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.

Module 6: Practice: Purpose and Key Terms

Learning Objectives

This module covers the 18 ITIL 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.

The 18 ITIL 4 practices include:

Continual Improvement
Information Security Management
Relationship Management
Supplier Management
Availability Management
Capacity and Performance Management
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Configuration Management
Service Continuity Management
Service Desk
Service Level Management
Service Request Management
Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

Module 7: Understanding the 7 ITIL Practices

Learning Objectives

The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

Chapter 1: Continual Improvement
Chapter 2: Change Control
Chapter 3: Incident Management
Chapter 4: Problem Management
Chapter 5: Service Request Management
Chapter 6: The Service Desk
Chapter 7: Service Level Management
Quiz & Assignment

This module will provide you with a clear understanding of the 7 ITIL practices, their importance, and their relationship with the Service Value Chain.

2x Practice Exam Simulators

Learning Objectives

These ITIL 4 practice exams are designed to simulate the conditions that students will face when taking the official ITIL Foundation examination. It will be well worth testing your knowledge of the framework before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with. You are also advised to spend a minimum of 14 hours going through your ITIL 4 online training materials before arranging an exam.

When you feel you are ready to sit the Foundation exam, simply contact Good e-Learning to request your FREE ITIL 4 exam voucher..

In order to achieve your ITIL Foundation qualification, you must pass the ITIL® 4 Foundation exam. You can take the ITIL exams online (virtually) using a service provided by PeopleCert.

When you have completed this course, you will be ready to start getting ready for the Foundation exam. To support you with your preparations, this ITIL 4 eLearning course also contains two practice exams that simulate the conditions of the real thing.

This course comes with a FREE exam voucher to let you avoid ITIL Foundation exam costs.

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact [email protected]. Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL 4 Foundation exam:

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
  • There is a time limit of 60 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%: you must answer at least 26/ 40 questions correctly
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
  • Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications

You will be tested on:

  • The key concepts of service management
  • How the ITIL service management principles can help an organization implement and adapt IT service management practices
  • The four dimensions of service management
  • The purpose and components of the ITIL service value system
  • The activities of the service value chain and how they interconnect
  • The purpose and key terms of 18 ITIL practices
  • The 7 essential ITIL 4 practices

What is ITSM?

ITSM stands for ‘IT Service Management’: using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

‘ITIL 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does ITIL stand for?

Previously, ‘ITIL’ stood for the ‘Information Technology Infrastructure Library’. Since then, the framework has evolved to the point where it cannot be considered a static ‘library’. Because of this, ITIL no longer stands for anything.

What does the ITIL certification path look like?

Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

After passing all ITIL 4 practitioner exams (that is, the exams for intermediate-level courses), students can then move on to the rank of ‘ITIL Master’.

ITIL 4 Certification Path

How much is ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting an ITIL Foundation course online can have significant benefits for ITSM professionals.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

The framework is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What is ITIL v4?

‘ITIL v4’ is ITIL 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘ITIL v3’. However, ITIL 4 does not follow the same format, as it will be updated on a regular basis.

What’s new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

While there was nothing wrong with existing ITIL v3 training courses, even the ITIL 4 foundation training syllabus showed significant departures from the previous syllabus.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

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Good e-Learning achieves what many thought was not possible – an online course that is straight forward and gets some very complex material across in a fun and engaging manner. The materials are illustrated with easy-to-follow graphics, voice-overs and videos that make the subject matter memorable – especially important for preparing for the exam!

This ITIL 4 course has a 97% 1st time pass rate and can increase your earning potential by up to 25%!

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