The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL. The course prepares attendees for the ITIL® 4 Foundation Certificate examination. Price of the certification exam and retake is included in the price of the course.
ITIL Foundation is the entry level certification, providing general awareness of the key elements, terminology and concepts of ITIL®. This module also covers the links between lifecycle stages, the processes used and their contribution to service management practices.
This course introduces the fundamentals of IT Service Management (ITSM) based on Version 4 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle.
ITIL enables you to fully benefit from proven best practices in IT and is relevant to anyone involved in the delivery or support of IT services. ITIL is aligned with various international quality standards including ISO/IEC 20000 (IT Service Management Code of Practice) and has been adopted by thousands of organisations worldwide, such as NASA, the UK National Health Service (NHS) and Disney™.
EDU Trainings is the official ITIL® Accredited Training Organization (ATO). PRINCE2® and ITIL® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Target group
ITIL 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.
The certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.
Course structure
ITIL 4 Foundation equips candidates with:
A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
The guiding principles of ITIL 4
The four dimensions of Service Management
Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.
Retake
With the retake if an unsuccessful outcome occurs for your initial exam, then the re-sit option it is enabled. When your official exam results become available, you are notified by e-mail to schedule your re-sit exam. It will be conducted through online proctoring offering you flexibility to take it from your home or office, at the time of your convenience. You have up to 6 months to prepare and take your re-sit exam from the date of your initial exam.
Prerequisites
Experience and knowledge of IT computing environments are useful but not essential.
Price of the official certification exam from AXELOS and its examination institute PeopleCert is included in the price of the course. The ITIL® 4 Foundation certificate from AXELOS has a three-years validity.
Exam information
Material allowed
None
This is a ‘closed book’ exam. The ITIL Foundation publication, ITIL 4 edition, should be used for study, but is NOT permitted to be used in the exam.
Exam duration
60 minutes
Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.
Number of marks
40 marks
There are 40 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark
26 marks
You will need to get 26 questions correct (65%) to pass the exam.
Level of thinking
Bloom’s levels 1 & 2
“Bloom’s level” describes the type of thinking needed to answer the question. For Bloom’s level 1 questions, you need to recall information about the ITIL 4 service management framework. For Bloom’s 2 questions, you need to show understanding of these concepts.
Question types
Classic, Negative, Missing word, & List
The questions are all ‘multiple choice’.
For the ‘standard’ questions, you have a question and four answer options.
‘Negative’ questions are ‘standard’ question in which the stem is negatively worded.
For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
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