ITIL® 4 Foundation Certification Training Course PeopleCert Accredited Official eLearning

Course Description

Why GogoTraining's ITIL 4 Foundation Course is the Best!

GogoTraining's Accredited ITIL 4 Foundation course is delivered by Dr. Suzanne Van Hove.  Dr. Van Hove is recognized by multiple leaders in the industry as a true IT Service Management thought leader and students think she is the best.  Suzanne's courses bring tough concepts to life so you can understand and apply them when you take your certification exam and in real life.  And Suzanne is available while you train to answer your questions.

When you purchase the ITIL 4 Foundation 1-Year Course & Exam Package for $795 you receive the following exclusive features:

• 1 Year Course Access -
• Free Course Extensions 
• Course Instructor Available to Answer Questions
• 4.5 Hours of Video Lessons
• 17 Quizzes - Test your Knowledge as you Learn
• 2 AXELOS Official Sample Exams 
• 1 PeopleCert Exam Voucher
• 1 PeopleCert Exam Retake (Take2)
• Official AXELOS eBook (Digital Copy)
• PeopleCert ITIL 4 Foundation Resource Kit
• GogoTraining ITIL 4 Resource Library
• Flexible Online Course Access so you can Train Anytime

In this course you will:

• Learn key IT service management concepts
• Understand the ITIL 4 service management framework
• Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
• Understand ITIL's 7 Guiding Principles
• Get an introduction to ITIL 4's Management Practices

Who Needs to Take ITIL 4 Foundation?

• Everyone who is ITIL V3 Foundation Certified
• Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
• All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Prepare for Certification

This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.  In this course you will receive video instruction by Dr. Van Hove, course materials, an exercise guide, sample exams, the syllabus and 1 year access to the course and Dr. Van Hove to ask questions.

Why Take ITIL 4 From GogoTraining?

GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Expert Dr. Suzanne Van Hove.  Suzanne's accomplishments are noted below and when you take this course you receive direct access to Dr. Van Hove to ask questions.  If you want to learn with the best, then Suzanne is the instructor for you.

• Suzanne has over 20 years experience in IT Service Management
• She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
• She is the Convenor for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
• She is a lead author of VeriSM™
• Suzanne received itSMF USA's Lifetime Achievement Award
• She has trained over 10,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
• In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.

In This Course You Will Learn:

• Key concepts of IT service management
• ITIL's guiding principles and how they assist an organization to adopt and adapt service management
• The four dimensions of service management
• ITIL's service value system and its components including the service value chain and service value streams
• Key ITIL practices
• How to prepare for the ITIL 4 Foundation exam

Prerequisites

There are no prerequisites to take the ITIL 4 Foundation Course.

Outline

Module 00: Course Introduction: ITIL® 4 Foundation

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02:  High-Level Service Management & Key Elements of ITIL 4

• Where are Services and Service Management Today?
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 03: ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Module 04: Service - Definition & Keys Features

• What is a Service?
• Service Provision
• Service Offering
• Service Relationship Management
• Organizational Service Management

Module 05: Service Offerings & Relationship 

• Goods
• Provisioning
• Consumption

Module 06: Putting it All Together 

• Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

• Value
• Value Co-Creation
• Utility
• Warranty
• Cost
• Outcome
• Output
• Risk

Module 09: Critically of Value

• Utility 
• Warranty

Module 10: The Dimensions of Service Management

• Overview of the Four Dimensions
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes
• Organization & People
  • Culture

Module 11: Key Features of Information & Technology 

• The Changing Role of Technology
• The Value of Technology
• The Importance of Data 

Module 12: Partners & Suppliers

• Making it All Work
• Partners & Suppliers
• Contracts and Agreements

Module 13: Value Streams and Processes 

• The Service Value System
• The Service Value Chain
• Value Streams
• Processes

Module 14: Introduction to ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: Service Value System Components

• Governance
• Practices
• Service Value Chain
• The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

• Value Chain Activities
• What’s included, What’s not
• Triggers
• Service value Streams
• Key Exam Tip

Module 17: Service Value Chain – Plan

• The Purpose
• What’s Included

Module 18: Service Value Chain – Improve

• The Purpose
• What’s Included

Module 19: Service Value Chain – Engage

• The Purpose
• What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – Obtain/Build & Deliver & Support

• The Purpose
• What’s Included

Module 22: ITIL’s 7 Guiding Principles

• What They Do
• How They Help
• What They Are
• Exam Tip
• Focus on Value

Module 23: Start Where You Are

• Definition
• How it Works

Module 24: Progress Iteratively with Feedback

• Definition
• Application
• Collaborate & Promote Visibility
  • Definition
  • Application
  • Agile, Lean & DevOps

Module 25: Think and Work Holistically

• Definition
• Implications
• Keep it Simple and Practical
  • Why Simple is Important
  • Practical Solutions

Module 26: Optimize & Automate

• Technology VS. Human Oversight
• Benefits of Automation

Module 27: Introduction to Key ITIL Practices

• Introduce the Concept of a “Practice”
• Introduce the Three Groups of ITIL Practices
  • General Management
  • Service Management
  • Technical Management

Module 28: General Management Practices

• Purpose Statements
• Information Security Management
• Relationship Management
• Supplier Management

Module 29: Continual Improvement

• The Purpose
• The Scope
• Key Activities
• Methods and Models
• Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

• What Does it Say?
• How it Works

Module 31: Continual Improvement & Guiding Principles

• The Details
• Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

• Discuss the Purpose of:
  • IT Asset Management
  • Monitoring and Event Management
  • Release Management
  • Service Configuration Management

Module 33: Service Management Practices - Change Enablement

• The Definition
• The Importance of Change Enablement
• Emergency Change

Module 34: Service Management Practices - Incident Management

• The Definition
• The Purpose
• The Process

Module 35: Service Management Practices - Problem Management

• The Purpose
• The Definition
• Phases

Module 36: Service Management Practices - Service Requests Management

• The Definition
• The Purpose
• Types of Requests
• Guidelines

Module 37:  Service Management Practices - The Service Desk

• The Purpose
• The Function
• Practical Application

Module 38: Service Level Management (SLM)

• The Purpose
• The Definition
• Skills and Competencies

Module 39: Information Analysis for Service Level Management

• The Process
• Information Sources

Module 40: Technical Management Practices

• Discuss the Purpose of:
  • Deployment Management
• Review the Discussed ITIL Practices

Module 41: Conclusion

• Review Exam Content
• Final Thoughts on Taking the Exam
   

Certification

GogoTraining's ITIL 4 Foundation course is taught by Dr Suzanne Van Hove.  Suzanne is an ITIL Expert who brings years of practical experience and examples to the course to help you prepare to take and pass your ITIL 4 Foundation Exam.

Exam Overview

• The ITIL Foundation exam is a closed book exam
• It is 60 minutes in duration
• If you are taking the exam in a language that is not your native or working language you may be awarded 75 minutes in total
• There are 40 multiple choice questions
• Passing score is 65% or 26 correct answers
• Each question is worth 1 mark
• The exam is available to be taken in English, French, German and Spanish

Receiving Your Official PeopleCert Certification Exam

When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from [email protected] within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time.  The Exam Voucher Code is valid for 12 months.

How to Prepare to Pass Your Exam

Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam.  In addition you will receive 2 AXELOS approved Sample Exams to test your knowledge and the official course syllabus.  Upon course completion you will receive a Certificate of Completion from GogoTraining.  In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

• Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
• Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
• Microsoft Edge, Google Chrome, Opera browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver.
• Active Full-Time/Broadband internet connection of at least 4Mbps
• 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
• Keyboard and mouse or another pointing device (keyboard to be set to English characters)
• A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
• Speakers and microphone (Headsets are only allowed during exam onboarding)

For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.

How to Upload Your Letter of Course Attendance on PeopleCert.org

1. Login to your PeopleCert account
2. Click the profile icon and choose Personal Info from the drop down menu
3. Select My Files tab on the Personal Information page
4. Click Add Your File to select your Letter of Course Attendance
5. Click Upload to submit the document to PeopleCert

To expedite the review of any document you submit to PeopleCert, you can notify them by email at [email protected].

Exam Extension

PeopleCert allows students to extend their exam 6 months for a fee.  Exam extensions must be purchased prior to the expiration date of your exam.  If you need an extension, Click Here, and let us know.  PeopleCert does not allow students to extend Take2 exam retakes.

PeopleCert Complaints Policy

This document sets out our complaints policy and procedure and is written for our:

• Accredited/Approved Organisations (AOs), our partners;
• trainees on courses at one of our partners;
• candidates in our PeopleCert business and IT exams; and
• all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.

This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:

• PeopleCert partners;
• the exams and associated services offered by PeopleCert.

Please find the detailed policy here.

For assistance from GogoTraining please Contact Us.

GogoTraining Support Policy

If you have any questions or concerns about your course, please Contact Us.

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