Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability. ITIL provides organizations with a comprehensive framework for ITSM. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
This 3-day/6-night course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL 4 guidance.
The learning objectives of ITIL 4 Foundation include an understanding of:
How value creation is enabled through services.
The ITIL service value system.
The ITIL service value chain.
The four dimensions of service management.
The ITIL guiding principles.
Class also includes experiential assignments, GAME ON! An Interactive Learning Experience® and access to ITSM Academy’s Learner Portal.
Learners will be equipped to earn their ITIL 4 Foundation Certificate by achieving a passing score (65%) on the 60 minute exam, consisting of 40 multiple choice.
Project Management Institute (PMI®) Professional Development Units (PDUS):
ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Project Management Professionals earn 16 PDUs (if applicable) upon completion of this course.
- If students are planning on testing the last day of class students should complete pre-class reading assignment.
- Some familiarity with IT and IT services is recommended.
3 Days or 6 Evenings
For day classes, the exam is offered during the afternoon of the 3rd day of class.
For evening classes, students can purchase an exam voucher to schedule the exam at their convenience.
*Academic Unit eligibility to be determined by college/university in which you are enrolled in a degree seeking program.