ITIL® 4 Foundation

Fundamentals and key concepts of IT service management 

• Terminologies
• Key concepts of value creation with the help of services
• Key concepts of service relationships

ITIL principles for the introduction and adaptation of service management

• The seven guiding principles
• Application of the guiding principles

Four dimensions of service management

• Organization and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• External factors and the Pestle Model

ITIL Service Value System

• Function and components of the ITIL Service Value System
• Value chain activities and their interaction and contribution to value streams
• Function of the value chain activities Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

ITIL terminology and practices 

• Change Enablement
• Incident Management
• Problem management
• Service Request Management
• Service Desk
• Service Level Management

Continuous Improvement

• Introduction of continuous improvement
• Continual Improvement Model
• Connection between continuous improvement and guiding principles

Exam preparation

• You know how modern IT and service organizations work and how they contribute to the added value of the entire company.
• You understand how speed and efficiency can be increased with value streams.
• You are familiar with cultural practices that align work processes with the interests of the entire organization.
• You know how to apply common service management terms and concepts.
• You have an in-depth understanding of the ITIL value chain and can apply the ITIL framework specifically in your company.

• CIO
• IT managers
• Project managers
• IT consultants
• IT consultants
• IT coordinators
• IT employees with promotion potential
• People who want to learn more about IT service management or expand their ITIL V3/2011 knowledge

• Immediately after the training, you will have the opportunity to prove your acquired knowledge in a 60-minute online exam in German or English at the PEOPLECERT examination institute.
• The exam consists of 40 multiple-choice questions. No aids are permitted.
• To pass the exam and receive the official ITIL 4 Foundation certificate, 26 points (65%) must be achieved.
• The ITIL 4 Foundation certificate confirms your knowledge and lays the foundation for your further ITIL 4 training.

ITIL® is a registered trademark of the PeopleCert group.
Used under license from PeopleCert. All rights reserved.

ITIL 4 is the consistent further development of ITIL V3, with the following focal points:

• Compared to ITIL V3, ITIL 4 no longer focuses on the service lifecycle, but on the service value system. Service delivery is now an important part of an organization's overall value creation.
• While ITIL V3 refers to processes, ITIL 4 refers to practices. This is because a process only describes the procedure, whereas a practice also includes the necessary skills, competencies and tools.
• ITIL 4 places a stronger focus on continuous improvement. ITIL 4 encourages companies to constantly rethink and adapt their practices and processes in order to achieve better results.
• ITIL 4 is more flexible and adaptable than ITIL V3. ITIL practices can now be modified to better suit individual requirements rather than following strictly defined steps.
• ITIL 4 now integrates agile principles and practices. This enables IT service organizations to react more flexibly and quickly to changing requirements.

The Axelos video concisely summarizes the benefits of ITIL 4 Foundation.

Interested in completing further ITIL training courses? Take a look at our ITIL training page!