ITIL - Solomon People Solutions

Information Technology Infrastructure Library Program (ITIL4)

With the digital age, businesses are constantly faced with complex IT systems and processes. Here’s where ITIL, Information Technology Infrastructure Library comes into play, offering a coherent and efficient framework to manage IT services.

Overview

Upon Completion of the ITIL4 Program, the participant will be able to: 

  • An overview of ITIL® 4 guiding principles 
  • Identifying opportunities to implement IT best practices using ITIL® 4 framework. 
  • ITIL® 4 terminology and concepts and use similar language with other IT teams. 
  • Service value system 
  • Service value chain activities and how they interconnect with other processes. 

Target Audience

  • IT Project Managers oversee the implementation of IT infrastructure and software within the organization. 
  • IT Managers plan, organize, control, and evaluate IT and electronic data operations Service Delivery Managers ensure seamless delivery of IT services to the clients of the organization. 
  • ITSM Managers develop, improve, and deliver ITIL process management. 
  • IT Directors oversee technical projects in alignment with organizational goals.

Pre requisites

The ITIL 4 Foundation certification is open to anyone with an interest in IT service management (ITSM). No prior ITIL knowledge is required.

Exam info

Exam Information
Exam Name Information Technology Infrastructure Library (ITIL4)
Exam Format Online Closed book
Total Questions 40 multiple choice questions
Passing Score 26/40 marks – 65%
Exam Duration 60 minutes (75 minutes for candidates taking the ITIL Foundation exam in a language other than their native)
Languages Italian, English, French, Spanish, Chinese, Dutch, German, Japanese, Polish, Portuguese
Course Duration : 16 Hours
Course Syllabus

MODULE 1: INTRODUCTION TO ITIL 4

  • Key Concepts of Service Management
  • Four Dimensions of Service Management 
  • ITIL Service Value System (SVS)

MODULE 2: GUIDING PRINCIPLES

  • 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

MODULE 3: SERVICE VALUE CHAIN (SVC)

  • Plan
  • Improve
  • Engage
  • Design & Transition
  • Obtain/Build
  • Deliver & Support

MODULE 4: ITIL PRACTICES

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

MODULE 5: CONTINUAL IMPROVEMENT

  • Importance of Continual Improvement
  • Continual Improvement Model
  • Relationship between Continual Improvement and Other SVS Components

MODULE 6: KEY ITIL PRACTICES

  • Service Level Management
  • Service Catalog Management
  • Incident Management
  • Problem Management
  • Change Control
  • Release Management
  • Service Configuration Management

MODULE 7: OTHER ITIL PRACTICES

  • Availability Management
  • Capacity and Performance Management
  • IT Asset Management
  • Monitoring and Event Management
  • Service Request Management
  • Deployment Management
  • Infrastructure and Platform Management
  • Software Development and Management

MODULE 8: PREPARING FOR THE EXAM

  • Exam Format and Preparation Tips 
  • Sample Questions and Practice 

Benefits

  • Gain a basic understanding of the ITIL framework. 
  • Understand how ITIL can be used to enhance IT service management. 
  • Understand the four dimensions of service management. 
  • Identify the guiding principles for an effective service management decision. 
  • Perform governance activities for various management services and systems.

Schedule & Fee

Up-coming Schedule: 

Please contact us to know about the upcoming schedule.