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Schulung - ITIL® 4 Foundation (English version)

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  • Zertifizierung
  • 4REAL
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ITIL® 4 brings ITIL® up to date by positioning much of the established ITSM practices in a broader context of customer perception value streams and digital transformation, and incorporating new ways of working such as Lean, Agile and DevOps. In this course you will gain a clear understanding of the ITIL 4 Service Management framework and how it evolves to introduce modern technologies and working methods Candidates taking the ITIL® 4 Foundation exam will be introduced to the concepts of the Service Management Framework. For more information on ITIL® 4 and our ITIL® 4 offering, please see ITIL 4 Certification. Our learning platform LearningHub @Cegos is part of this seminar. In addition to the digital seminar documents the training is enriched with further learning formats and media. In order to achieve a sustainable transfer of knowledge into the daily work routine, the seminar is implemented according to our 4REAL approach model.

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ITIL®, PRINCE2® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Zertifizierung

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Zielgruppe

Wer sollte teilnehmen:

Zielgruppe

Our ITIL® 4 Foundation seminar aims at business and IT executives, IT managers, IT directors, IT managers, service managers, process owners, project managers, consultants, trainers, interested and involved persons in IT service management who need ITIL 4 Foundation knowledge.

Voraussetzungen

No previous knowledge is required for the course "ITIL® 4 Foundation" and the certification exam! Knowledge of IT services and business processes is an advantage.
Trainingsprogramm

Trainingsprogramm

ITIL® Introduction and History:

  • ITIL® History
  • ITIL® Library
  • The ITIL® Service Value System (SVS)
  • Four dimensions of service management
  • Success factors of ITIL®
  • Typical errors in the implementation of ITIL®

 

ITIL® 4 Certification Scheme:

  • ITIL® 4 Certification Scheme
  • Audit information
  • Learning success

 

Key concepts of service management:

  • Service and Service Management
  • Benefit and guarantee
  • Customer, user and sponsor value, risks and costs
  • Organization
  • Result vs. output
  • Service offer service relationship management
  • Performance of services
  • Service consumption

 

ITIL® Guidelines:

  • Focus on the Value
  • Start where you are
  • Continue with the feedback iteratively
  • Promoting cooperation and visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

 

The four dimensions of service management:

  • Organisations and people
  • information and technology
  • Partners and suppliers
  • Value flows and processes

 

The ITIL® Service Value System:

  • Opportunity / Demand (Input)
  • Value (Output)
  • Guiding principles
    guided tour
  • Service Value Chain
  • Practices
  • Constant improvement

 

The service value chain:

  • Planning (Plan)
    Improve (Improve)
  • Commit (Engage)
  • Design and Transition
    Deploy / Develop (Obtain / Build)
    Delivery and Support

 

ITIL® management practices:

  • General Management Practices
  • Service management practices
  • Technical management practices
  • Follow-up / preparation for the exam
  • Training method
  • Presentation, lecture, discussion, exercises.
Schulungsmethode

Schulungsmethode

Lecture, discussion, exercises.

Hinweis

Hinweis

Exam Process:
  • Face-to-face and online seminars: You can take the certification exam after the seminar. A few days before the seminar starts, you will receive further information on booking an individual online exam appointment (OLP online proctoring) from the responsible examination organization Peoplecert. Detailed instructions on the exam process can be found here: Link to website. For a comprehensive guide to your Online Proctored Exam, please refer to the following: Link for Windows or Link for Mac.
Exam Voucher/Fees:
  • The fee for the exam voucher* is EUR 395, plus applicable VAT. The exam fee is not included in the seminar price and will be invoiced separately. Please note that prices are subject to change by Peoplecert. Peoplecert trainings can only be booked in conjunction with an exam. With your exam voucher, you can register for the online exam and gain access to your e-book and official training material. Register before the start of the seminar, but at the latest on the 1st day of the seminar at https://peoplecert.org
Exam Type:
  • The exam is a multiple-choice exam with 40 questions that must be answered within 60 minutes. Non-native speakers have an additional 15 minutes and can use a dictionary. No other aids are allowed. To obtain the ITIL® Foundation certificate, 26 out of 40 exam questions, which is 65%, must be answered correctly. Exam Language: English. The seminar is conducted by accredited ITIL® 4 Foundation trainers.
PDUs:
  • You can earn PDUs (Professional Development Units) through this seminar. For more information, please refer here.
ITIL® - "ITIL® is a registered Trade Mark of AXELOS Limited. All rights reserved."

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Schulung - ITIL® 4 Foundation (English version)