ITIL® 4 Foundation

Virtual Attendance is now available on this course. Click for more details

ITIL 4 – the Ultimate in IT Service Management

ITIL 4 is the result of a great amount of global research and development work across the IT and service management industries. It has been designed to help organisations meet the increasing challenges of today’s complex digital environment by integrating concepts from Agile, DevOps and Design Thinking. ITIL 4 represents an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers.

Compatability with ITIL v3

The new scheme has been designed to be backwards compatible with ITIL v3 (the term that most people use to refer to the previous ITIL) and has been streamlined to encourage conversion beyond ITIL Foundation level. Though ITIL v3 remains completely relevant, the general recommendation is for organisations to embark on the new ITIL 4 sooner rather than later.  ALC offers training in both versions.

ITIL 4 Certification Scheme

You can get a good idea of the new ITIL 4 Certification Scheme in the diagram below.  The Scheme comprises a number of modules:

• ITIL 4 Foundation Certificate – the entry level to ITIL 4 Certification
• Three ITIL Specialist modules (Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT)
• ITIL Strategist
• ITIL Leader

There are three high-level designations that can be attained:

• ITIL Managing Professional (MP)
• ITIL Strategic Leader (SL)
• ITIL Master, the highest level certification.

To obtain the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) designations you must complete all modules in each stream, with ITIL Strategist being common to both.

ITIL 4 Foundation is available immediately.  The other modules will progressively become available starting late 2019.

NOTE: There is no transition module (bridging course) from ITIL v3 Foundation to ITIL 4 Foundation.  If you already have ITIL v3 Foundation and wish to take an ITIL 4 Specialist/Strategist/Leader course, then the recommended approach is to first take ITIL 4 Foundation in order to be able to transition to the new scheme.

Ongoing ITIL v3 Training

If you have a large base of staff already trained in ITIL v3, it is perfectly valid to continue to train new staff in ITIL v3 at Foundation level and to do a phased transition to ITIL 4. 

We will continue to offer ITIL v3 Foundation training according to demand. We will also continue to offer the ITIL v3 Capability courses for a limited time. Please contact us for dates and to discuss the options that will best suit your needs. 

Live Virtual Training

Due to COVID-19 government restrictions, all face-to-face classroom training has been suspended until further notice.  We are watching the situation closely and will resume with normal training at the earliest opportunity.

However, the good news is that ITIL Foundation is now available as Live Virtual Training (LVT). You get the same world-class trainer and the same excellent training that you would normally get from ALC. It is fully live and interactive. The only difference is that the ITIL 4 Foundation course is conducted online.

Live Virtual Training has been around for quite a while and is a well-proven delivery method. Get ITIL® Training Live, Instructor Led, virtually run online from your home, office or wherever you have a computer and a good internet connection!

Learning outcomes

The aim of the ITIL 4 Foundation course is for each participant to be able to:

• Understand and use the ITIL terminology and key concepts
• Understand the four dimensions of service management that collectively provides a holistic approach to the delivery of service value to the customers
• Understand the ITIL Management Practices
• Understand the ITIL Service Value System
• Understand the ITIL Guiding Principles, the need for Governance and Continual Improvement

Who should attend

The ITIL 4 Foundation course is appropriate for:

• Any individual working in an IT environment who requires a basic understanding of the ITIL Best Practice framework
• Any individual who needs a greater understanding of how an organisation can make use of ITIL to enhance the quality of IT services and the managing thereof
• Anyone who may have an interest in the subject such as Business Owners, IT Managers, Project Managers, Service Desk staff, Operations staff, Developers

Course contents

1.  Introduction

• History of ITIL
• IT Service Management in the modern world
• About ITIL 4
• The structure and benefits of the ITIL 4 Framework

2.  Key Concepts

• Value and value co-creation
• Organisations, service providers, service consumers, and other stakeholders
• Products and services
• Service relationships
• Value: outcomes, costs and risks

3.  The Four Dimensions of Service Management

• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• External factors

4.  The ITIL Service Value System

• Opportunity, demand and value
• ITIL Guiding Principles
• Governance
• Service Value Chain
• Continual Improvement

5.  ITIL Management Practices

5.1 General Management Practices

• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management

5.2 Service Management Practices

• Availability Management
• Capacity Performance Management
• Change Control
• Incident Management
• IT Asset Management
• Monitoring and Event Management
• Problem Management
• Release Management
• Service Configuration Management
• Service Continuity Management
• Service Desk
• Service Level Management
• Service Request Management

5.3 Technical Management Practices

• Deployment Management

6 .  Exam Preparation

• Exam techniques
• Sample Exams

Course fees

Face-to-face classroom training

Fees per person

ITIL 4  Foundation Course (2 days) + Certificate Exam

• $1,300 + gst

Face-to-Face Course Fee Includes:

• Comprehensive ALC course workbook, quality colour printed
• Ofiicial Axelos ITIL 4 Foundation Textbook
• ITIL 4 Foundation Certificate Exam (paper based, held in class)
• Full catering including proper sit-down lunch, morning and afternoon refreshments

Live Virtual Training Course Fee Includes:

• Comprehensive ALC course workbook, quality colour printed (delivered directly to you)
• Ofiicial Axelos ITIL 4 Foundation Textbook Hard Copy (delivered directly to you)
• ITIL 4 Foundation Certificate Online Exam Voucher (3 Month Validity)

ITIL 4 Certificate Examination

The ITIL 4 Foundation Certificate is an internationally-recognised qualification and is a prerequisite for further qualifications in ITIL. 

For courses conducted as Live Virtual a voucher is issued for the exam to be taken online. For traditional classroom courses the exam is paper-based and is held in class at the end of the last day of the course.

The exam comprises:

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

Pre-requisites

There are no pre-requisites for this course.

Transition from ITIL v3 to ITIL 4

Scenario 1:

I am currently ITIL v3 Foundation certified only. I am looking at a career development in IT Service Management.

Recommendation: Take the ITIL 4 Foundation in order to transition to the new scheme as there is no bridging course at the Foundation level.

Scenario 2:

I am currently ITIL v3 Foundation certified only. My organisation has been practicing ITIL for many years.

Recommendation: Take the direction from your organisation on any decision to embark on ITIL 4 now or later. ITIL v3 remains relevant. However, ITIL 4 is the result of a great amount of global research and development work across the IT and service management industries. It also integrates concepts from Agile, DevOps and Design Thinking. ITIL 4 is an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers. We would recommend organisations to embark on the new ITIL 4 sooner rather than later.

Scenario 3:

I am ITIL v3 Foundation certified and have obtained one ITIL v3 Intermediate level certification. And I prefer to find out more about ITIL 4 first.

Recommendation:

Option 1: Take the 2-day ITIL 4 Foundation course now to have a foundational understanding of the new ITIL 4. And continue to take the other Specialist, Strategist or Leader modules when they are progressively available, leading to the either the designation of ITIL? Managing Professional or ITIL Strategic Leader.

Option 2: Continue with more ITIL v3 Intermediate modules to obtain at least 17 credits (including v3 Foundation), to be eligible to attend the transition module “Managing Professional Transition” when it is released end of 2019. You will be awarded the designation of ITIL Managing Professional when you pass the Managing Professional Transition module. ITIL v3 Intermediate modules will be available till June 2020.

Scenario 4:

I am ITIL v3 Foundation certified and have obtained two or more ITIL v3 Intermediate level certifications.

Recommendation:  Continue with more ITIL v3 Intermediate modules to obtain at least 17 credits (including v3 Foundation), to be eligible to attend the transition module “Managing Professional Transition” when it is released end of 2019. You will be awarded the designation of ITIL? Managing Professional when you pass the Managing Professional Transition module. ITIL v3 Intermediate modules will be available till June 2020.

Scenario 5:

I am v3 ITIL Expert. What if anything should I do?

Recommendation:

Option 1: Take the ITIL4 Foundation for an understanding of the new ITIL 4 Service Value System.  ITIL 4 Foundation is not a pre-requisite for a v3 ITIL Expert to transition to the ITIL Managing Professional.  Thereafter, take the ITIL Managing Professional transition module as soon as it is released to achieve the ITIL Managing Professional designation. After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader designation, you would only need to complete the ITIL Leader Digital & Strategy module. Once you have completed both streams, you are eligible to move towards ITIL Master.

Option 2: Take the ITIL Managing Professional transition module as soon as it is released to achieve the ITIL Managing Professional designation. After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader designation, you would only need to complete the ITIL Leader Digital & Strategy module. Once you have completed both streams, you are eligible to move towards ITIL Master.