Get CERTIFIED in
ITIL® 4 Foundation!
Upcoming Schedule:
Q1: Jan 15-17 I Feb 26-28 I Mar 25-27
Q2: Apr 22-24 I May 13-15 I June 5-7
Duration:
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3 days (24 Hours)
Exam:
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Included
Course Features:
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Instructor-led discussion
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Workshop
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Available via Virtual Instructor-led Training or e-Learning
Credits
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10 professional development units (PDUs)
The ITIL® courses on this website are offered in conjunction with MindMagine Asia Sdn. Bhd. ATO of AXELOS Limited. ITIL® is [registered] trade mark of AXELOS Limited. All rights reserved.
The ITIL® 4 Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (4 released 2019) of ITIL®. ITIL has led the IT Service Management (ITSM) industry with guidance, training and certification program for over 30 years. ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
This course prepares students for the ITIL® 4 Foundation exam. The ITIL® 4 Foundation certificate is a requirement for attending any of the ITIL® Managing Professional and ITIL® Strategic leader modules that lead up to the ITIL® master qualification.
Purpose of the exam is to test if participants are able to demonstrate sufficient recall and understanding of the ITIL® 4 service management framework, as described in the AXELOS syllabus, to take the test and be awarded the ITIL® 4 Foundation qualification. The ITIL® 4 Foundation certificate is awarded on successful completion of the exam. The exam is closed book with forty (40) multiple choice questions. The pass grade is 65% (26 out of 40 questions). The exam lasts 60 minutes.
Who Should Attend
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Individuals at the start of their journey in Service Management.
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ITSM Managers and aspiring ITSM Managers; Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
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Existing ITIL qualification holders wishing to update their knowledge
Earn your ITIL® 4 Certification TODAY!
WHAT CAN ITIL® DO TO YOUR BUSINESS
Operational Benefits
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Reduce overall IT support costs: 16% to 32%
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Reduce Service Desk calls: 8% to 14%
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Reduce the average Incident resolution time: 28% to 48%
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User downtime as a result of better Incident Management: 10% to 28%
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Reduce the number of recurring Incidents: 7% to 13%
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Reduce the number of failed Changes from improved testing: 15% to 27%
Strategic Improvement Benefits
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Service Portfolio rationalization and standardization can reduce overall IT spend by 6% to 14%
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More effective and proactive Demand Management can reduce overall IT spend by 5% to 25%
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More efficient and effective Request Fulfillment can reduce IT service delivery costs by 30%
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Including service-based costing and pricing in a request-able Service Catalog results in:
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26% reduction in unit costs
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18% reduction in baseline business demand
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20% reduction in overall IT spend*
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*Source: The ROI of ITIL® By Reginald Lo, ITIL® 2011 Expert and Vice President for Third Sky, Inc.
1. Introduction
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IT Service Management, Agile and DevOps
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Influence of Lean, Agile, DevOps on IT Service Management
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Impact of Lean, Agile and DevOps on The Organization
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How ITIL Supports Agile
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DevOps
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ITIL 4 Design Rationale
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Key Components
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The Service Value System (SVS)
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ITIL guiding principles
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Governance
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The Service Value Chain (SVC)
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Key Concepts
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IT service management
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Value and value co-creation
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Stakeholders
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Services
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Value
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Service relationships
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2. Four Dimensions & Guiding Principles
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The Four Dimensions of Service Management
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Organizations and People
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Information and Technology
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Partners and Suppliers
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Value Streams and Processes
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The Guiding Principles
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The Service Value System (SVS) – Guiding Principles
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Focus on Value
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Start where you are
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Progress iteratively
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Collaborate & Promote Visibility
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Work holistically
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Keep it simple
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Optimize and automate
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3. Service Value Chain and Continual Improvement
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The Service Value Chain
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The Service Value Chain and The Value Streams
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Continual Improvement
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Continual Improvement Model
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4. Management Practices Overview
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What is a Practice?
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General Management Practices
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Continual Improvement (as General Management Practice)
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Information security management
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Relationship Management
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Supplier Management
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Service Management Practices
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Availability management & Availability
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Capacity and performance management
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IT asset management & IT asset
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Monitoring & event management
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Release management
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Service configuration management & Configuration item
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Service continuity management
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Technical Management
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Deployment Management
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5. Service Management Practices (Detailed)
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Change control
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Incident management
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Problem management
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Service desk
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Service level management
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Service request management
WHAT TOPICS WILL BE COVERED?
ITIL® 4 CERTIFICATION ROADMAP
WHAT PEOPLE SAY
"In a difficult environment, this class was still effective and very informative. Instructor was excellent, well informed, engaging, patient, and even funny.
— Valerie Frias, Application Developer
"Overall performance was good. Practical examples and business scenarios were used to illustrate the usage of ITIL concepts."
— Louie Manay, Business Analyst /
Senior Consultant
