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ITIL v4 Foundation

The ITIL v4 Foundation course aims to introduce participants 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 4 guidance. The training covers the full syllabus of the Foundation module and prepares all the participants to take the ITIL Foundation exam. Furthermore, the certification provides the candidate with an understanding of the ITIL 4 service management framework and will explain to them how it has evolved to adopt modern technologies and ways of working.

General Info

Location: Zurich, Geneva, Morges
Duration: 3 days, 21 hours
Price: CHF 2.290
ITIL v4 Foundation Exam

Target Audience

Individuals at the start of their journey in Service Management
ITSM Managers and aspiring ITSM Managers
Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
Existing ITIL qualification holders wishing to update their knowledge.

Prerequisites

IT Service Management experience
2-3 hours to complete Pre-Course Reading
Good knowledge of English

ITIL v4 Foundation is a three day course, delivered as a classroom event, and is designed for people who require a basic level of ITIL understanding. The course includes the exam to obtain the ITIL Foundation and it is upgraded to version 4 of the ITIL service management framework. The course handout and the exam are developed in English, the course is taught in English, French, German.

From ITIL v3 Foundation to the new ITIL Certification

The ITIL® framework is widely recognized to be the most enabled IT Best Practice which provides a common language and tools that power collaboration within IT teams, to deliver value across the business. The update from ITIL v3 to ITIL 4 has been launched by Axelos to adapt the ITIL framework to the new IT business challenges. It is necessary to help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

ITIL 4 delivers an easy and practical model of business development that supports organizations to keep pace with an ever faster and complex business environment which requires them to be agile and ready to changes.

ITIL 4 supports organizations to tackle modern challenges relevant not only for the IT Service Management professionals but also for the great number of professionals who works in the digital industry.

ITIL Foundation Training

From March 2019 all the QRP International calendar courses will be updated to the ITIL 4 version. In-house courses will be available in both ITIL v3 and ITIL 4. You can find all the information and the training classroom calendar of all ITIL Foundation courses in this page, whereas, if you want to organize an in-house ITIL v3 Foundation course, you can get in touch with us by filling in the form.

OBJECTIVES

ITIL 4 Objectives

Understand the key concepts of Service Management
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Understand the four dimensions of service management
Understand the purpose and components of the ITIL Service Value System
Understand the activities of the Service Value Chain, and how they interconnect
Know the purpose and terms of the 15 ITIL practices
Understand 7 ITIL practices

TARGET AUDIENCE

ITIL 4 Target Audience

Individuals at the start of their journey in Service Management
ITSM Managers and aspiring ITSM Managers
Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
Existing ITIL qualification holders wishing to update their knowledge.

EXAM

ITIL 4 Foundation Examination Design

Number of questions: 40
Type of questions: multiple choice
Marks: 40 marks available.
Provisional pass mark: 65% or higher
Duration: 60 minutes (75 for non-native speakers)
This is a ‘closed book’ examination

The Certification Exam takes place the last day of the course, the third day, in the afternoon. Open-course participants may need to bring their laptop in order to take the on-line exam.

PREREQUISITES

ITIL 4 Prerequisites

Experience in IT Service management is desirable but not mandatory. The pre-reading material will be available before the beginning of the course, participants are encouraged to study it before the beginning of the course. Good knowledge of English is mandatory (the course and courseware are also available in French but the on-line exam is developed in English).

DOCUMENTATION

ITIL 4 Documentation

The following ITIL 4 Foundation course material is included for this event:

Pre-Event Study Materials

The event preparation materials include a structured Pre-Event Study Guide- available online.

ITIL 4 Foundation Event Handout

This handout contains case study, exercises and solutions, ITIL Glossary, Foundation test-exams and hints & tips for the Foundation Examination.

ITIL Foundation Examination Design

The ITIL Foundation exam aims to verify that the candidate has sufficient understanding of the ITIL service management framework so that he can obtain the ITIL Foundation certification.

Number of questions: 40
Type of questions: multiple choice
Marks: 40 marks available.
Provisional pass mark: 65% or higher
Duration: 60 minutes (75 for non-native speakers)
This is a ‘closed book’ examination
Language: English

The ITIL certification exam takes place the last day of the course, the third day, in the afternoon. Open-course participants may need to bring their laptop in order to take the online exam.

ITIL Foundation is mandatory to access to the further ITIL v4 modules which require candidates’ ability to apply the ITIL 4 framework key concepts in a working environment.