There are no entry requirements for this course however some experience in IT Service Management would be benficial.

The Foundation Course will enable students to:

• Gain a holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
• Understand the guiding principles of ITIL 4
• Understand te four dimensions of Service Management
• Learn about key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
• Discover how ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expanding to be integrated into different areas of service management and IT, from demand to value.

• Key Concepts of Service Management
• Key Concepts of ITIL
• The Guiding Principles of ITIL 4
• The four dimensions of service management
• How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes from demand to value.
• Service value system
• Service value chain
• ITIL Practices
• General Management Practices
• Service Management Practices
• Technical Management Practices

ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

• Multiple choice
• 26 marks required to pass (out of 40 available) – 65%
• 60 minutes duration
• Closed-book

Students that successfully complete this course are eligible to go on and complete further ITIL4 specialisations.

The Practitioner course will assist in developing a detailed knowledge of the framework and understanding how it can be used in the workplace.

Students will be provided with:

• Access to an electronic version of the manual;
• Access to electronic versions of sample exam papers (including answers);
• Printed copy of a student workbook; and
• Access to electronic version of presentation slides.

A hardcopy version of the manual can be purchased at an additional cost.

This course is delivered in Affiliation with FreshTracks Pty Ltd