ITIL 4 Foundation: Complete Course & 2 Practice Exams

This is a subtitle. Get more detailed about your course here!

Do you need to earn your ITIL 4 Foundation certification? If so, you've come to the right place!

I have personally trained over 20,000 people in how to pass their ITIL Foundation exam on the first attempt!

The Information Technology Infrastructure Library (ITIL) framework has become the standard in IT Service Management across the globe. ITIL helps all organizations, regardless of their industry or business sector, provide their IT services using the most efficient and economical methods. The framework focuses on IT Service Management best practices and efficient operations, and is used in government, commercial, and non-profit organizations, alike.

This course covers the ITIL 4 Foundation exam (brand new in February 2019) which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.

This course is a complete textbook replacement and covers the entire ITIL 4 Foundation exam objectives in-depth. Additionally, this course comes with 2 complete practice exams that simulate the type of questions you will receive on the ITIL 4 Foundation exam.

** Includes a downloadable PDF study guide with all the notes for the course **

Who this course is for:

Students who want to take and pass the ITIL 4 Foundation certification exam on the first try
Students who require a basic understanding of the ITIL framework
Students who want to understand how the ITIL framework can be used to enhance IT service management within their organizations
IT professionals or others working within an organization that utilized ITIL and who need understand the framework to contribute to an ongoing service improvement
Anyone who has an interest in the ITIL framework

Course Curriculum

1

Introduction
- Welcome
- Objectives (ITIL 4 Foundation)
- Exam Fundamentals
- 4th Industrial Revolution
- Service Organizations
- Quiz: Introduction
2

Service Management
- Service Management
- Value
- Organizations and People
- Services and Products
- Service Offerings
- Service Relationships
- Outcomes
- Costs
- Risks
- Utility and Warranty
- Quiz: Service Management
3

Four Dimensions of Service Management
- Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- PESTLE
- Applying the Four Dimensions
- Quiz: Four Dimensions of Service Management
4

Service Value System
- Service Value System
- Opportunity, Demand, and Value
- Governance
- Quiz: Service Value System
5

Guiding Principles
- 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
- Quiz: Guidling Principles
6

Service Value Chain
- Service Value Chain
- Plan
- Improve
- Engage
- Design and Transition
- Obtain-Build
- Deliver and Support
- Value Streams
- Quiz: Service Value Chain
7

Continual Improvement
- Continual Improvement
- Continual Improvement Model
- What is the Vision?
- Where are We Now?
- Where Do We Want to Be?
- How Do We Get There?
- Take Action
- Did We Get There?
- How Do We Keep the Momentum Going?
- Continual Improvement and the Guiding Principles
- Quiz: Continual Improvement
8

General Management Practices
- Categories of Practices
- Management Practices
- Continual Improvement
- Information Security Management
- Relationship Management
- Supplier Management
- Architecture Management
- Knowledge Management
- Measurement and Reporting
- Organizational Change Management
- Portfolio Management
- Project Management
- Risk Management
- Service Financial Management
- Strategy Management
- Workforce and Talent Management
- Quiz: General Management Practices
9

Service Management Practices
- Service Management Practices
- Change Control
- Incident Management
- Problem Management
- Service Desk
- Service Level Management
- Service Request Management
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
- Availability Management
- Business Analysis
- Capacity and Performance Management
- Service Catalog Management
- Service Continuity Management
- Service Design
- Service Validation and Testing
- Quiz: Service Management Practices
10

Technical Management Practices
- Technical Management Practices
- Deployment Management
- Infrastructure and Platform Management
- Software Development and Management
- Quiz: Technical Management Practices
11

Conclusion
- Putting It All Together
- Conclusion
- Study Guide (ITIL 4 Foundation)
- ITIL Certification Path
12

Full-length Practice Exams (2)
- ITIL® 4 Foundation (Practice Exam #1)
- ITIL® 4 Foundation (Practice Exam #2)

About the instructor

IT Manager

Eric Chu

A proven and experienced IT Manager, customer-focused and equipped with a technical background. I have over 8 years’ experience in IT Service Delivery Management and leading small to medium crossfunctional teams, and over 15 years of experience in IT Training and Sales.Through my passion for technology, science, and innovation, I have fostered extensive practical knowledge of emerging technologies, complex networks, and data centre eco-systems.I have had the opportunity to work across the Asia Pacific region as an experienced Business Development Manager and IT Project Manager delivering end to end solutions.