ITIL® Version 5 Foundation – Practical Course
The ITIL® basics course including practical exercises - official training including certification
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Machine Learning Engineer
1. Introduction to ITIL® 4
- Fundamentals of ITIL® Service Management in the modern world
- Introduction to ITIL® 4
- Case study: Axle Car Hire and The CIO's Vision for Axle
2. Service Management: Key Concepts
- Value and value co-creation
- Value: Service, products, and resources
- Service Relationship
- Value: Results, costs, and risks
3. Basic principles
- The seven basic principles
- Exercise on the basic principles
4. The four dimensions of service management
- Organization and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External factors and the Pestle Model
- Exercise on the 4 dimensions
5. Service Value System
- Overview of the Service Value System
- Overview of the service value chain
6. Continuous improvement
- Introduction to Continual Improvement
- Continuous Improvement Model
- Connection between continual improvement and the basic principles
7. overview of the ITIL® Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
- In-depth discussion of the practices:
- Continuous Improvement
- Change Control
- Incident Management
- Problem management
- Service Request Management
- Service Desk Practice
- Service Level Management Practice
- Exercise on a service value stream
8. Exam preparation
Requirements:
There are no formal prerequisites for this course.
Additional info:
ITIL® is a registered trademark of PeopleCert. The trademark is used with permission from PeopleCert. All rights reserved.
- Understanding the key concepts of ITIL® service management
- Knowledge of the basic terms and definitions of service management
- Know how ITIL® basic principles can help a company introduce and adapt ITIL® service management
- Getting to know the four dimensions of ITIL® service management
- Understanding the purpose and components of the ITIL® Service Value System, as well as the activities of the service value chain and how they interact
- Knowledge of the various ITIL® practices and how they contribute to the activities of the value chain
The course is primarily interactive. You will consolidate what you have learned through exercises, discussions, and exam preparation.
You can book the exam in German or English. The course materials and official literature are available in either German or English. We generally recommend taking the exam in the language of the official literature. When registering for the exam, you can choose the exam language and the language of the eBook yourself.
A few days before the course begins, you will receive a voucher for an online exam by e-mail PeopleCert. You redeem the exam voucher directly with PeopleCert, where you register for an available exam date. The online exam is supervised by a PeopleCert invigilator. For this, you will need a device with a microphone and camera.
Format: Multiple-choice exam questions , no aids, number of questions: 40, pass rate: 65 percent (26 points out of 40), duration: 60 minutes
Option "Take2":
This option allows you to retake the exam at a reduced price if you fail. The retake exam takes place online. If required, you can book this option yourself in your PeopleCert candidate profile before booking the exam. You have up to six months from the date of the first exam to prepare for and take the retake exam.
This course is aimed at people who have no prior knowledge of ITIL® as well as those interested in ITIL® who not only want to take the exam, but are also interested in further information, discussions, and practical insights.
This course is for project managers, managers, consultants process managers who are intensively involved in IT service management and want to optimize the benefits of IT in their companies. This includes not only IT staff, but also managing directors, business economists, and IT service users.
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