Class Details

Price: $2,050

This course prepares students for the ITIL® 4 Foundation certification exam. The instructor covers the formal introduction to managing the IT service lifecycle and how to use the ITIL® Foundation and ITIL verbiage, concepts for service management processes.

These disciplines embody the service framework lifecycle for further enhancement in business and IT alignment to evaluate ROI, business value, and resolve operational necessities with IT. Throughout the course the students come to understand the ITIL® best practices. 

Price Match Guarantee Phoenix TS

ITIL Foundation® Certification Course Includes:

  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • eBooks will be emailed to students registered for Live Online training the week prior to the start of class
  • Course retake option
  • Exam Voucher
  • A second voucher included with full purchase
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice*
  • Tea, coffee, and soda available throughout the day*
  • Save up to 30% off AVIS car rentals
  • Freshly baked cookies every afternoon* - *only at participating locations

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Course Outline

Module 1: Introduction and overview

  • Introduction to ITIL 4
  • IT service management and ITIL
  • What is ITIL and how has it evolved? 
  • The ITIL service value system (SVS) 
  • The four dimensions model 
  • Case study discussion 
  • Module 1 Review Questions

Module 2: Key concepts of service management

  • Value and value creation
  • Organizations, service providers, service consumers, and other stakeholders 
  • Products, services, and service relationships 
  • More about value—outcome, cost, and risk 
  • Case study discussion 
  • Module 2 Review Questions

Module 3: Four dimensions of service management

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes 
  • Case study discussion 
  • Module 3 Review Questions

Module 4: The ITIL service value system

  • Overview of the service value system 
  • Opportunity, demand, and value 
  • ITIL guiding principles 
  • Governance Service value chain 
  • Continual improvement 
  • Case study discussion
  • Module 4 Review Questions

Module 5: The service value chain

  • Introduction to the service value chain
  • The purposes, inputs, and outputs of value chain activities
  • Continual improvement 
  • Case study discussion 
  • Module 5 Review Questions

Module 6: ITIL management practices

  • Introduction to the practices 
  • General management practices
  • Service management practices 
  • Technical management practices 
  • Case study discussion 
  • Module 6 Review Questions

Objectives

After completing this course, you will know:

  • What ITIL is; how it fits into the service management framework; how it has evolved over the years; and about the ITIL service value system 
  • The key concepts of ITIL service management, and how ITIL guiding principles can help an organization to adopt and adapt ITIL service management
  • The four dimensions of ITIL service management
  • The purpose and components of the ITIL service value system, the ITIL guiding principles, and governance
  • The activities of the service value chain, and how they interconnect, and the key concepts of continual improvement 
  • The various ITIL practices and how they connect to value chain activities

Class Exam

Exam Details:

  • Number of Questions: 40
  • Passing Score: 65%
  • Duration: 60 minutes
  • Format: multiple choice
  • Exam Administers: EXIN, ISEB, APMG, (LCS) Loyalist Certification Services and CSME

Exam Objectives:

ITIL 4 Foundation exam candidates should have an understanding of:

  • A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services 
  • Guiding principles of ITIL 4 
  • Gour dimensions of Service Management 
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value 
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, while at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Phoenix TS is an authorized testing center for Pearson VUE and Prometric exams. Register for exams by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757. 

Register for Class

Date Location
12/09/19 - 12/11/19, 3 days, 8:00AM – 5:00PM Tysons Corner, VA Register
12/09/19 - 12/11/19, 3 days, 8:30AM – 4:30PM Raleigh, NC Register
12/16/19 - 12/18/19, 3 days, 8:30AM – 4:30PM Columbia, MD Register
12/16/19 - 12/18/19, 3 days, 8:30AM – 4:30PM Online Register
01/13/20 - 01/15/20, 3 days, 8:30AM – 4:00PM Montgomery, AL Sold Out!
01/21/20 - 01/23/20, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
01/27/20 - 01/29/20, 3 days, 8:30AM – 4:30PM Washington, DC Sold Out!
01/28/20 - 01/30/20, 3 days, 8:30AM – 4:30PM Columbia, MD Register
01/28/20 - 01/30/20, 3 days, 8:30AM – 4:30PM Online Register
02/03/20 - 02/05/20, 3 days, 8:30AM – 4:00PM Ogden, UT Sold Out!
03/03/20 - 03/05/20, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
03/10/20 - 03/12/20, 3 days, 8:00AM – 5:00PM Columbia, MD Register
03/10/20 - 03/12/20, 3 days, 8:00AM – 5:00PM Online Register
03/31/20 - 04/02/20, 3 days, 8:30AM – 4:00PM Montgomery, AL Sold Out!
04/07/20 - 04/09/20, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
04/21/20 - 04/23/20, 3 days, 8:00AM – 5:00PM Columbia, MD Register
04/21/20 - 04/23/20, 3 days, 8:30AM – 4:30PM Online Register
05/19/20 - 05/21/20, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
06/02/20 - 06/04/20, 3 days, 8:30AM – 4:30PM Columbia, MD Register
06/02/20 - 06/04/20, 3 days, 8:30AM – 4:30PM Online Register
06/30/20 - 07/02/20, 3 days, 8:00AM – 5:00PM Tysons Corner, VA Register