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Machine Learning Engineer
ITIL® is the central framework for the management of IT-supported services and serves to create value and promote corporate success in the digital age. ITIL® 4 is the consistent further development of ITIL® v3 (2011), taking into account current and future requirements in companies such as agile management, lean organization and DevOps.
1. introduction to service management with ITIL® 4
- ITIL® Service Management in the modern world
- Introduction to the ITIL® 4 Framework
- Two case studies "Axle Car Hire" and "The CIOs Vision for Axle"
2. the ITIL® 4 service management concept and service lifecycle model
- Value and value co-creation
- Service, products and resources
- Service Relationship
- Results, costs and risks
3. guiding principles and dimensions in ITIL® 4
- The guiding principles of ITIL® 4 presented in detail
- What needs to be considered when applying the guiding principles
4 The four dimensions of IT service management according to ITIL® 4
- Organization and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External factors and the Pestle model
5. the ITIL ® 4 Service Value System (SVS) and its components
- Overview of the Service Value System
- Overview of the service value chain
6. continuous improvement processes (CIP)
- Introduction to continuous improvement
- The Continuous Improvement Model according to ITIL® 4
- The connection between continuous improvement and the guiding principles
7. overview of the ITIL® Practices
- General management practices
- Service Management Practices
- Technical management practices
- The benefits of ITIL®
- Change Control
- Incident Management
- Problem management
- Service Request Management
- Service Desk Practice
- Service Level Management Practice
- Exercise on a service value stream
- 8 ITIL® 4 Foundation: Exam preparation
The course content is based on the official course documents.
You prepare specifically for the ITIL® 4 Foundation certification exam and certify yourself as an ITIL® Expert.
You will develop an understanding of the ITIL® key concepts and learn how modern IT and digital service organizations work.
You will learn how the ITIL® guidelines can help your company and how to introduce and continuously adapt ITIL® service management.
You will develop in-depth knowledge of the four dimensions of ITIL® service management and build a scalable, adaptable and efficient service organization.
You will get to know the components of the ITIL® Service Value System and learn how to implement the activities of the Service Value Chain.
You will gain an understanding of cultural or behavioral principles and how they benefit the entire organization.
Using case studies and exercises, you will learn how to implement the ITIL® methods in your company and what you need to bear in mind.
This training training consists of a two-day interactive online training course with presentations, case studies and group exercises. It is conducted in a group of a maximum of 12 participants using the Zoom video conferencing software. Individual support from the trainers is guaranteed.
Our recommendation: reserve the evenings on the training days for follow-up and consolidation of knowledge or for small homework assignments. Both contribute significantly to exam success.
Examination and certificate
You will receive your official ITIL® 4 Foundation certificate after successfully completing the online exam. You do not take the online exam directly after completing the course, but at a date of your choice with the official exam provider PeopleCert. The exam can be booked and taken in either German or English - the official literature in both languages is part of the course.
Exam fee: The costs for the one-off participation in the exam are included in the course fee. You will receive a voucher for the online exam by e-mail directly from the official PeopleCert examination center a few days before the start of the course.
Book an exam date: You can redeem the exam voucher on the PeopleCert website and register for an available exam date of your choice.
Exam procedure: The online exam consists of 40 multiple-choice questions that must be answered within 60 minutes. The success rate for passing the exam is 65% (26 points out of 40). No aids are permitted. The exam is supervised by a PeopleCert invigilator and a computer with microphone and camera is required for participation. We recommend that you take the exam on a private PC or notebook, as company computers are often subject to certain restrictions and may not allow you to take the exam on the booked date.
For more information about the exam, take a look at the PeopleCert website: https://www.peoplecert.org/ways-to-get-certified/web-based-exam-driver-guidelines.
Take2 option: Would you like to play it safe and book a second chance to take the exam? The affordable Take2 option allows you to take a repeat exam if you fail the first exam without having to pay the full price for the new exam. If required, you can book this option yourself in your PeopleCert account before you register for the first exam. You have a maximum of six months from the date of the first exam to prepare for and take the retake exam.
This training course is aimed at anyone who works in service management and would like to obtain a recognized certification as an expert.
ITIL® 4 Foundation offers helpful knowledge in many areas - not only in service management, but also in IT management, IT project management, IT product management and IT support.
This course and the accompanying certification is a prerequisite for the advanced certifications ITIL® 4 Specialist, ITIL® 4 Strategist, ITIL® 4 Managing Professional, ITIL® 4 Leader and ITIL® 4 Master.
Prior knowledge of ITIL® or comparable frameworks is not required.
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