ITIL® 4 Foundation training, preparation for certification

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  • Understand the holistic approach to co-creating value with customers and other stakeholders in the form of products and services
  • Identify the guiding principles of ITIL4
  • Acquire the four dimensions of service management
  • Understand the Key Concepts of Lean IT, Agile, DevOps, and why they are important to enable the creation of operational value
  • Understand how the practices described in ITIL 4 help maintain value
  • Identify the importance provided by current processes while broadening their integration into different areas of service management
  • Prepare, Revise and Acquire the tips and tricks to pass the official ITIL 4 Foundation exam.
  • Anyone who would like to obtain their ITIL 4 Foundation certification
  • Anyone who would like to know one of the best practices for managing an IT park
  • Operations managers, directors or project managers, quality experts, anyone wishing to master the concepts of ITIL® 4.

There are no pre-requisites necessary to follow and succeed in the objectives of this training. It is only preferable that the participant is familiar with the technical terms related to the IT profession in general.

5 Days.

Practical exercises and demonstrations will allow you to put into practice the theoretical concepts presented.

For “Distance” training, they are carried out with a Teams or Zoom type videoconferencing tool depending on the case, allowing the trainer to adapt his teaching methods.
Find on our website all the details about distance sessions or virtual classes.

  • INTRODUCTION AND GENERAL CONCEPTS
  • Co-creation of value
  • Products and services
  • Deliverables and results
  • The value, costs and risks
  • Service management
  • The consumer
  • The customer
  • The user
  • The sponsor
  • Organizations
  • The service offer
  • Service relations
  • Provision of services
  • Service consumption
  • Utility and warranty
  • THE 4 DIMENSIONS OF SERVICE MANAGEMENT
  • Have a holistic approach
  • Organizations and people
  • Information and technologies
  • Partners and suppliers
  • Processes and value streams
  • THE SERVICE VALUE SYSTEM (SVS)
  • The components of SVS
  • The guiding principles
  • The service value chain
  • To hire
  • Design & transition
  • Get / build
  • Provide & support
  • Improve
  • ITIL 4 PRACTICES
  • General practices
  • The amelioration keeps going
  • Supplier management
  • Relationship management
  • Service management practices
  • IT asset management
  • Configuration management
  • Management of service requests
  • Incident management
  • The management of releases
  • Management of service levels
  • Problem management
  • The service center
  • Technical practices
  • Managing deployments
  • PREPARATION FOR CERTIFICATION
  • It is recommended that participants devote 6 hours of personal work during the 3 days to revising, re-reading the materials and their notes.
  • Mock exams then joint corrections and restitution of results, throughout the training and the last morning.
  • Tips and tricks for passing the exam
  • TAKING THE ITIL 4 FOUNDATION CERTIFICATION EXAM
  • Passing the official “ITIL® 4 Foundation” exam
  • Documents: No documents are allowed during the exam
  • Language: English or French as desired
  • Type: The exam has 40 multiple-choice questions (MCQ with only one correct answer)
  • Duration: The exam lasts 60 minutes or 75 minutes if it is not taken in the candidate’s mother tongue

Success:Candidates must achieve 26 out of 40 points to pass the exam (65%)