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ITIL 4 Foundation Bridge

This course provides those IT leaders, practitioners and support staff who already hold the ITIL v3 foundation certificate with a quick and easy way to upgrade to the ITIL4 foundation.  Students will get an understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services.  It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL4 best practice service value system featured in the latest 2019 guidelines.  The course is a blended solution with a series of videos updating your ITIL v3 knowledge in key areas such as incident and problem management supplemented by a one-day classroom or virtual exam workshop session.

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Learning Objectives

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

Pre-Requisites

Attendees should meet the following prerequisite:

  • ITIL v3 Foundation, or
  • ITIL v3 Expert achieved via the v2/v3 Manager's Bridge

Course Content

  • 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

- Availability management

- Capacity and performance management

- Service configuration management

- IT asset management

- Business analysis

- Service continuity management

- Deployment management

- Monitoring and event management

- Release management

Exams & Certification

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 on completion of the course or shortly afterwards.  The pass mark is 65% (26 out of 40) 

The cost of the exam is included in the course fee.

Follow on Courses

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

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Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

We have the following eLearning options available:

Virtual Classroom

Virtual classrooms provide all the benefits of attending a classroom course without the need to arrange travel and accomodation. Please note that virtual courses are attended in real-time, commencing on a specified date.

Virtual Course Dates

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