ITIL 4 Foundation + Exam

Day 1

Recall the definition of:
a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor

Describe the key concepts of creating value with:
a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty

Describe the key concepts of service relationships:
a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption

Describe the nature, use and interaction of the guiding principles

Explain the use of the guiding principles
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d) Collaborate and promote visibility
e) Think and work holistically
f) Keep it simple and practical
g) Optimize and automate

Describe the four dimensions of service management:
a) Organizations and people
b) Information and technology
c) Partners and suppliers
d) Value streams and processes

Describe the ITIL 4 service value system

Describe the interconnected nature of the service value chain and how this supports value streams

Describe the inputs, outputs and purpose of each value chain activity:
a) Plan
b) Improve
c) Engage
d) Design and transition
e) Obtain/build
f) Deliver and support

Day 2

Recall the purpose of the following ITIL 4 practices:
a) Information security management
b) Relationship management
c) Supplier management
d) IT asset management
e) Monitoring and event management
f) Release management
g) Service configuration management
h) Deployment management
i) Continual improvement
j) Change enablement
k) Incident management
l) Problem management
m) Service request management
n) Service desk
o) Service level management

Recall definitions of the following ITIL v4 terms:
a) Availability
b) IT asset
c) Event
d) Configuration item
e) Change
f) Incident
g) Problem
h) Known error

Explain the following ITIL 4 practices in detail, including how they fit within the service value chain:
a) Continual improvement including:
– The continual improvement model
b) Change control
c) Incident management
d) Problem management
e) Service request management
f) Service desk
g) Service level management

Day 3

Exam preparation and Mock Tests

Official ITIL v4 Foundation Exam

Part-time participants can take the exam on weekdays during business hours