ITIL® (4) FOUNDATION

WITH ITSM SIMULATION

COURSE INFORMATION • System Integrators
• Anyone working in a Devops team
Certification: ITIL® Foundation
Duration: 4 Days LEARNING OBJECTIVES:
At the end of this course, participants will be able to:
Domain: IT Service Management
• Understand the key concepts of ITIL® service management.
Delivery Method: Classroom
• Understand how ITIL® guiding principles can help aN
Accreditor: PeopleCert on behalf of AXELOS organization to adopt and adapt ITIL® service management.
Available Languages: English • Understand the four dimensions of ITIL® service management.
• Understand the purpose and components of the ITIL® service
COURSE DESCRIPTION value system, and activities of the service value chain, and
ITIL® 4 is built on the established core of best practice in the ITIL® how they interconnect.
guidance. ITIL® 4 provides a practical and flexible approach to move • Understand the key concepts of continual improvement.
to the new world of digital transformation and embrace an end-to- • Learn the various ITIL® practices and how they contribute to
end operating model for the delivery and operation of products value chain activities.
and services. ITIL® 4 also provides a holistic end-to-end picture PREREQUISITES:
that integrates frameworks such as Lean IT, Agile, and DevOps.
This special course includes an additional, extremely valuable full • None, although a familiarity with IT service delivery will be
day of the highly interactive teambuilding, experiential learning beneficial.
and exciting way of learning. This simulation will be leveraging the COURSE MATERIALS:
student’s new knowledge of ITIL®. Students will actually exercise
the ITIL® practices in this extremely educational simulation. • The ITIL® 4 Foundation course includes the following course
components:
The ITIL® 4 Foundation is a 4-day classroom room based on
the exam specifications specified by AXELOS for the ITIL® 4 For Participants
Foundation certification. The fundamental objective of this course • Course Book (eBook or printed)
is to help the participants understand the key concepts of service • Sample Questions
management and the ITIL® 4 service management framework and • Proctored Exam
prepare for the ITIL® 4 Foundation exam. In addition, this course
offers a rich learning experience that helps the participants relate COURSE AGENDA
ITIL® to their own work environment. The course includes a case
study (based on a fictitious organization, ‘Axle Car Hire’) that will
help the participants understand and experience the ITIL® guiding Day 1 Day 2 Day 3 Day 4
principles, service value, practices through realworld challenges
and opportunities. The rich learning experience is supported by
additional learning tools such as pre-course reading materials, Module 1 Course
post- course reading material, and a set of quick reference cards. Introduction and Review Previous
ITSM Simulation
Review Previous
Review of Case Days Content Days Content
AUDIENCE Study Axle Car Hire

The ITIL® 4 Foundation course fundamentally targets the

participants in the IT and business domains who wish to take Module 2 Service Module 5 The
Module 7 The ITIL®
Management: Key Service Value
first steps in service management or who are familiar with earlier Concepts System Practices – Part 2
versions of ITIL® and/or other sources of industry best practice and
wish to learn about ITIL® 4. This course and the related certification
can be beneficial for the following roles: Module 6 Continual
Module 3 The Course Review
Guiding Principles Improvement
• IT Support Staff
• IT Consultants
• Business Managers
Module 4 The Four
• Business Process Owners Dimensions of Module 7 The ITIL®
Exam Preparation
Guide/Mock
• IT Developers Service Practices – Part 1
Exam/Final Exam
Management
• Service Providers

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A U S L Y N G R O U P I T I L® ( 4 ) F O U N D A T I O N W I T H I T S M S I M U L A T I O N © 2 0 2 0 F L Y C A S T P A R T N E R S , I N C . A L L R I G H T S R E S E R V E D .
 ITIL® (4) FOUNDATION
WITH ITSM SIMULATION
COURSE OUTLINE: • Module Learning Objectives
• Overview of Service Value System
Module 1: Course Introduction • Overview of the Service Value Chain
• Let’s Get to Know Each Other • Exercise: Multiple-Choice Questions
• Course Overview Module 6: Continual Improvement
• Course Learning Objectives
• Course Structure • Intent and Context
• Course Agenda • Key Terms Covered in the Module
• Introduction to IT Service Management in the Modern World • Introduction to Continual Improvement
• Introduction to ITIL® 4 • Module Learning Objectives
• Structure and Benefits of ITIL® 4 • The Continual Improvement Model
• Case Study: Axle Car Hire • Relationship between Continual Improvement and Guiding
• Case Study: Meet the Key People at Axle Principles
• Case Study: The CIOs Vision for Axle • Exercise: Multiple-Choice Questions
• Exam Details Module 7: The ITIL® Practices
• ITIL® 4 Certification Scheme
• Intent and Context
Module 2: Service Management: Key Concepts • ITIL® Management Practices
• Intent and Context • Key Terms Covered in the Module
• Key Terms Covered in the Module • Module Learning Objectives
• Module Learning Objectives • The Continual Improvement Practice
• Value and Value Co-Creation • The Change Control Practice
• Value: Service, Products, and Resources • The Incident Management Practice
• Service Relationships • The Problem Management Practice
• Value: Outcomes, Costs, and Risks • The Service Request Management Practice
• Exercise: Multiple-Choice Questions • The Service Desk Practice
• The Service Level Management Practice
Module 3: The Guiding Principles • Purpose of ITIL® Practices
• Intent and Context • Exercise: Crossword Puzzle
• Identifying Guiding Principles
• Key Terms Covered in the Module EXAM FACTS
• Module Learning Objectives Delivery: Online (Web-based) or paper-based
• The Seven Guiding Principles Format: Closed book
• Applying the Guiding Principles
• Exercise: Multiple-Choice Questions Proctoring: Live or Web-proctored
Module 4: The Four Dimensions of Service Management Duration: 60 minutes (candidates taking exam in a language that is
not their native may be awarded 25% extra time)
• Intent and Context
• The Four Dimensions # of Questions: 40, simple multiple choice (1 mark per question)
• Key Terms Covered in the Module Pass Grade: 65%
• The Four Dimensions and Service Value System
• Module Learning Objectives EXAM PREREQUISITES
• Organizations and People There are no formal prerequisites. It is recommended that the
• Information and Technology participant has obtained training through an accredited course.
• Partners and Suppliers
• Value Streams and Processes EXAM LOCATION
• External Factors and Pestle Model Exam can be conducted on the morning of the third day of the
• Exercise: Multiple-Choice Questions course in the classroom, or the participants can take the online
Module 5: Service Value System exam later.
• Intent and Context itil® are registered trademarks of axelos limited. the swirl logo™ is a trademark of axelos limited. used under
• Service Value System and Service Value Chain permission of axelos limited. all rights reserved.

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3637 4TH Street North, Suite 490, St Petersburg, FL 33704
A U S L Y N G R O U P I T I L® ( 4 ) F O U N D A T I O N W I T H I T S M S I M U L A T I O N © 2 0 2 0 F L Y C A S T P A R T N E R S , I N C . A L L R I G H T S R E S E R V E D .