ITIL 4 Foundation

Name: ITIL 4 Foundation Certification

ITIL 4 Foundation is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products.

The ITIL® certification scheme provides a modular approach to the ITIL framework and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. ITIL is currently evolving from ITIL v3 to ITIL 4 with a clear transition journey from one scheme structure to the other. ITIL v3 Foundation candidates are encouraged to move straight to ITIL 4 Foundation to keep their skills up-to-date. Intermediate candidates should continue their ITIL v3 journey to build the skills they need.

ITIL 4 Foundation

The first ITIL 4 certifications to become available are ITIL 4 Foundation and ITIL 4 Managing Professional, with the following levels due for release during 2020. The ITIL 4 certification scheme is aligned with ITIL v3 and has been streamlined to provide clear paths for practitioners to continue their ITIL journey.

ITIL 4 Foundation candidates will have an understanding of the following:

◉ A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services

◉ The guiding principles of ITIL 4

◉ The four 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, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

ITIL 4 Foundation Exam Summary:

Exam Name	ITIL 4 Foundation
Exam Code	ITIL 4 Foundation
Exam Fee	USD $150
Exam Duration	60 Minutes
Number of Questions	40
Passing Score	65%
Format	Multiple Choice
Sample Questions	ITIL 4 Foundation Exam Sample Questions and Answers
Practice Exam	ITIL 4 Foundation Practice Test

ITIL 4 Foundation Syllabus Topics:

Unit	Content
Understand the key concepts of service management	- Recall the definition of: 1. Service 2. Utility 3. Warranty 4. Customer 5. User 6. Service management 7. Sponsor - Describe the key concepts of creating value with services: 1. Cost 2. Value 3. Organization 4. Outcome 5. Output 6. Risk 7. Utility 8. Warranty - Describe the key concepts of service relationships: 1. Service offering 2. Service relationship management 3. Service provision 4. Service consumption
Understand how the ITIL guiding principles can help an organization adopt and adapt service management	- Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles: 1. Focus on value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7. Optimize and automate
Understand the four dimensions of service management	- Describe the four dimensions of service management: 1. Organizations and people 2. Information and technology 3. Partners and suppliers 4. Value streams and processes
Understand the purpose and components of the ITIL service value system	- Describe the ITIL service value system
Understand the activities of the service value chain, and how they interconnect	- Describe the interconnected nature of the service value chain and how this supports value streams - Describe the purpose of each value chain activity: 1. Plan 2. Improve 3. Engage 4. Design & transition 5. Obtain/build 6. Deliver & support
Know the purpose and key terms of 15 ITIL practices	- Recall the purpose of the following ITIL practices: 1. Information security management 2. Relationship management 3. Supplier management 4. IT asset management 5. Monitoring and event management 6. Release management 7. Service configuration management 8. Deployment management 9. Continual improvement 10. Change control 11. Incident management 12. Problem management 13. Service request management 14. Service desk 15. Service level management - Recall definitions of the following ITIL terms: 1. IT asset 2. Event 3. Configuration item 4. Change 5. Incident 6. Problem 7. Known error
Understand 7 ITIL practices	- Explain the following ITIL practices in detail, excluding how they fit within the service value chain: Continual improvement including:      The continual improvement model 1. Change control 2. Incident management 3. Problem management 4. Service request management 5. Service desk 6. Service level management