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ITIL® 4: Foundation and Examination

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The ITIL® 4 Foundation is a 3-day classroom room based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® 4 Foundation exam. In addition, this course offers a rich learning experience that helps the participants relate ITIL to their own work environment. The course includes a case study (based on a fictitious organization, ‘Axle Car Hire’) that will help the participants understand and experience the ITIL guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards.

Major release:

ITIL 4.x

Good for:

Administrators, Users

Course Delivery:

Instructor Led | 24 hours

Course Modules

  • Module 1: Course Introduction
    • Let’s Get to Know Each Other
    • Course Overview
    • Course Learning Objectives
    • Course Structure
    • Course Agenda
    • Introduction to IT Service Management in the Modern World
    • Introduction to ITIL 4
    • Structure and Benefits of ITIL 4
    • Case Study: Axle Car Hire
    • Case Study: Meet the Key People at Axle
    • Case Study: The CIOs Vision for Axle
    • Exam Details
    • ITIL 4 Certification Scheme
  • Module 2: Service Management: Key Concepts
    • Intent and Context
    • Key Terms Covered in the Module
    • Module Learning Objectives
    • Value and Value Co-Creation
    • Value: Service, Products, and Resources
    • Service Relationships
    • Value: Outcomes, Costs, and Risks
    • Exercise: Multiple-Choice Questions
  • Module 3: The Guiding Principles
    • Intent and Context
    • Identifying Guiding Principles
    • Key Terms Covered in the Module
    • Module Learning Objectives
    • The Seven Guiding Principles
    • Applying the Guiding Principles
    • Exercise: Multiple-Choice Questions
  • Module 4: The Four Dimensions of Service Management
    • Intent and Context
    • The Four Dimensions
    • Key Terms Covered in the Module
    • The Four Dimensions and Service Value System
    • Module Learning Objectives
    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes
    • External Factors and Pestle Model
    • Exercise: Multiple-Choice Questions
  • Module 5: Service Value System
    • Intent and Context
    • Service Value System and Service Value Chain
    • Module Learning Objectives
    • Overview of Service Value System
    • Overview of the Service Value Chain
    • Exercise: Multiple-Choice Questions
  • Module 6: Continual Improvement
    • Intent and Context
    • Key Terms Covered in the Module
    • Introduction to Continual Improvement
    • Module Learning Objectives
    • The Continual Improvement Model
    • Relationship between Continual Improvement and Guiding Principles
    • Exercise: Multiple-Choice Questions
  • Module 7: The ITIL Practices
    • Intent and Context
    • ITIL Management Practices
    • Key Terms Covered in the Module
    • Module Learning Objectives
    • The Continual Improvement Practice
    • The Change Control Practice
    • The Incident Management Practice
    • The Problem Management Practice
    • The Service Request Management Practice
    • The Service Desk Practice
    • The Service Level Management Practice
    • Purpose of ITIL Practices
    • Exercise: Crossword Puzzle