ITIL 4 Foundation Bridge (Course & Certification)

The course will help students to understand:

• Key IT service management concepts
• How ITIL guiding principles can help and organization to adopt and adapt service management 
• The 4 dimensions of service management
• The purpose and components of the service value system
• The activities of the service value chain and how the interconnect
• Know the purpose of key ITIL practices
• Preparation to sit the ITIL4 foundation examination

• IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
• Key concepts of value creation
• Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
• The nature, use and interaction of 7 ITIL guiding principles; 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
• The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes   
• The ITIL service value system
• The service value chain, its inputs and outputs, and its role in supporting value streams
• Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
• Detail of how the following ITIL practices support the service value chain: -  Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management;  Service desk; Service level management
• The purpose of the following ITIL practices: - Information security management; Relationship management; Supplier management; Service configuration management;    IT asset management; Business analysis; Deployment management; Monitoring and event management; Release management  

Students must have the ITIL v3/2011 Foundation qualification. Also, we expect some prework before commencement of the course.

The “ITIL4 Foundation Certificate in IT Service Management” is a pre-requisite for other ITIL4 qualifications.  The examination is a 1 hour, closed book, multiple choice paper of 40 questions taken at the end of the course.  The pass mark is 65% (26 out of 40) 

Cost of the exam is included in the course fee.

These courses are scheduled to be available from Summer 2019

• Create, deliver and support
• Drive stakeholder value
• High velocity IT
• Direct, plan and improve
• Digital and IT strategy