Learning Objectives

This module provides an introduction to ITIL® 4. It also explains the evolution of the framework and gives candidates an overview of ITIL® 4 as a whole.

The areas covered include:

• Introduction to ITIL® 4
• ITIL® 4 Evolution
• ITIL® 4 Best Practices
• ITIL® 4 Certification Scheme
• ITIL® v3 and ITIL® 4
• Purpose of the ITIL® Foundation Qualification
• Who Benefits from the Course
• Case Study

Learning Objectives

This module addresses key service management definitions,
as well as concepts of service relationships. It then explores
how IT services create value. The concepts include:

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

You will then learn how they can be used to address real-world IT service management challenges.

• Chapter 1: Key Definitions
• Chapter 2: Creating Value with Services
• Chapter 3: Key Concepts of Service Relationships
• Quiz & Assignment

Learning Objectives

This module addresses the ITIL® Guiding Principles, some of the most important elements of the framework. All seven principles are explained in detail, including what makes them core concepts for ITSM best practices.

The ITIL® 4 Guiding Principles include:

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

This module will introduce you to the framework’s guiding principles, as well as their purpose, flexibility, and relationship with other standards and frameworks.

Learning Objectives

This module addresses the four dimensions of service management. Candidates learn what is covered in each dimension and how they combine to create a holistic approach to ITSM.

They include:

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

By approaching any problems and developments from the perspective of each dimension individually, organisations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the syllabus and how they enable a holistic approach to ITSM.

Learning Objectives

This module focuses on how to combine the components and activities of the ITIL® framework to drive value generation. Candidates also learn more about:

• Inputs
• Outcomes
• Guiding principles
• Governance
• The service value chain

Learning Objectives

This module focuses on the ITIL® Service Value Chain (SVC), including its definition and purpose as a central component of the Service Value System (SVS). Candidates will also learn about the six activities in the SVC.

Learning Objectives

This module covers the practices of ITIL® 4, including their individual definitions and purposes, as well as how each of them is performed. The module also provides definitions for more key ITIL® terms.

The 18 ITIL® 4 practices include:

• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management
• Availability Management
• Capacity and 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
• Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

Learning Objectives

This module goes into greater detail on the seven ITIL® practices. The syllabus breaks down each step and key activity before addressing how to implement them in practice. They include:

• Chapter 1: Continual Improvement
• Chapter 2: Change Control
• Chapter 3: Incident Management
• Chapter 4: Problem Management
• Chapter 5: Service Request Management
• Chapter 6: The Service Desk
• Chapter 7: Service Level Management
• Quiz & Assignment

This module will provide you with a clear understanding of the 7 practices, their importance, and their relationship with the Service Value Chain.

These ITIL® 4 practice exams are designed to simulate the conditions students will face when taking the official ITIL® Foundation examination. It will be well worth testing your knowledge of the framework before booking your exam, as it will give you a chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the Foundation exam, simply contact Good e-Learning to request your FREE exam voucher.

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and
best practices to optimize IT services for clients and employees.

‘ITIL® 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to
help IT-powered organisations design, develop, and continually improve their IT services.

Previously, ITIL® stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often
that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.

Students start with ‘ITIL® Foundation’. Passing the Foundation exam then enables
them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

According to Payscale, certified ITIL® practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification
level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

ITIL® provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous
improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.

ITIL® 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organisations to deliver top-quality
IT products and services whilst also continually reviewing their own processes.

The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments
in technology and best practices. This makes ITIL® future-proof for practitioner organisations.

‘ITIL® v4’ is ITIL® 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’.
However, ITIL® 4 does not follow the same format, as it will be updated on a regular basis.

There were three major changes with the release of ITIL® 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks,
such as DevOps, Agile, and Lean. The new framework also has an updated certification path.

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks,
including ITIL® 4, PRINCE2, MSP, and AgileSHIFT.