ITIL® 4 Foundation

• Explore how the ITIL best practice framework enhances the efficiency, effectiveness, and quality of IT-driven products and services.
• Gain an overview of the tools, methodologies, purposes, and key components that make up the ITIL framework.
• Learn how ITIL’s guiding principles aid organisations in planning, creating, implementing, and continuously improving top-tier IT services.
• Understand the ITIL certification pathway, including the specifics of the Managing Professional (MP) and Strategic Leader (SL) streams.
• Discover how to integrate ITIL with other leading frameworks such as Lean, DevOps, and Agile, to optimise service management practices.
• Acquire all the necessary knowledge to succeed in the official ITIL foundation certification exam.

• Good e-Learning stands out as an award-winning provider and has been recognized as a 'Market Leader' in ITIL online training by Course Conductor. This ITIL 4 course includes:
• An updated and comprehensive approach to IT service management as outlined in the ITIL 4 syllabus.
• Recognition of ITIL certifications as highly desirable by IT employers.
• Development input from ITIL 4 book authors and leading industry experts.
• A complimentary eBook from PeopleCert included with the course materials.
• Preparation that ensures candidates are ready to pass the ITIL 4 Foundation exam on their first attempt.
• Potential for significant salary increases; professionals with ITIL Foundation certification have an average base salary of about $100,000 (or £41,000) according to Payscale.
• Free exam vouchers provided to Good e-Learning students, covering the costs of the ITIL Foundation exam (terms and conditions apply).
• This ITIL® 4 Foundation course is accredited by PeopleCert.

Introduction to the ITIL 4 Framework

This module offers a foundational understanding of ITIL 4, detailing the evolution of the framework and providing a comprehensive overview.

Content Covered:

• Introduction and evolution of ITIL 4

• Overview of ITIL 4 best practices and the certification scheme

• Comparison between ITIL v3 and ITIL 4

• Objectives of the ITIL Foundation qualification

• Target audience benefits and a practical case study

Module 1: The Key Concepts of Service Management

Explores fundamental definitions and concepts related to service management, including the creation of value through services.

Key Topics:

• Understanding value and co-creation

• The roles of organisations, service providers, service consumers, and other stakeholders

• Definitions of products and services

• Nature of service relationships

• Balancing outcomes, costs, and risks

Module 2: The Guiding Principles

Discusses the seven ITIL Guiding Principles which are pivotal to ITSM best practices.

Principles Covered:

• Focus on value

• Start where you are

• Progress iteratively with feedback

• Collaborate and promote visibility

• Think and work holistically

• Keep it simple and practical

• Optimise and automate

Module 3: The Four Dimensions of Service Management

This module addresses the holistic approach to service management through four dimensions.

Dimensions Explored:

• Organisations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

Module 4: Service Value System (SVS)

Focuses on integrating various components and activities within ITIL to facilitate value creation.

Module 5: The Service Value Chain (SVC)

Detailed look at the ITIL Service Value Chain and its six activities essential for delivering services.

Module 6: Practice: Purpose and Key Terms

Reviews the purposes and definitions of the 18 ITIL practices, emphasising their implementation.

Key Practices Include:

• Continual Improvement

• Information Security Management

• Relationship Management, among others

Module 7: Understanding the 7 ITIL Practices

Provides in-depth insights into the seven critical ITIL practices.

Focus Areas:

• Continual Improvement

• Change Control

• Incident Management, and more

2x Practice Exam Simulators

Prepares candidates for the ITIL Foundation exam with two comprehensive practice tests, simulating the real exam environment.

Wrap-Up

Summaries the course content, ensuring readiness for the ITIL Foundation exam. When ready, candidates can request a free exam voucher from Good e-Learning.

To achieve the ITIL® 4 Foundation qualification, you must successfully pass the ITIL® 4 Foundation exam. The ITIL exams are available online through a service provided by PeopleCert.

Upon completing this course, you will be equipped to begin preparing for the Foundation exam. To aid in your preparations, this ITIL 4 eLearning course includes two practice exams designed to mirror the actual exam environment.

Before scheduling your exam, ensure that your device meets the necessary technical standards. For detailed instructions and further assistance, please refer to the PeopleCert website.

Requests for exam vouchers are usually processed within two working days, though it may take up to five. Remember to request your voucher within the access period of the course, which begins on the date of your purchase. For additional details, check the GEL Support & FAQs page.

ITIL® 4 foundation exam

• This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions

• There is a time limit of 60 minutes to complete the exam

• The exam is closed book, with only the provided materials being permitted for use

• The pass mark for the exam is 65%: you must answer at least 26/ 40 questions correctly

• In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

• Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for 'Information Technology Infrastructure Library.' However, as the framework has evolved with frequent updates, it is no longer considered a static 'library.' Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the 'ITIL Foundation'. After achieving this, individuals can advance through 'Practice Manager,' 'Managing Professional,' or 'Strategic Leader' streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional's earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.