The IT Infrastructure Library (ITIL) is a collection of best practices for the delivery of IT services and the management of IT infrastructure. The service management practices defined in ITIL 4 have been tested and tried in organizations globally.
Course objective is to learn the key concepts and systematic structure together with practices to be able to provide better IT services and communicate efficiently with all stakeholders. The course introduces service management, service delivery and the relationship of both of these with the expectations of the business. Participants will learn to identify the key principles and concepts of service management and will develop an awareness of the benefits of using ITIL in an organization.
All personnel working with IT Services. Typical attendee roles include CIOs, senior IT managers, service managers, production/operation managers, project managers, application specialists, system specialists, testing specialists and consultants. The training is also useful for people who are involved in buying or utilizing IT services. For participants wishing to further deepen their understanding of IT Service management, ITIL Intermediate courses are recommended. As the ITIL 4 Foundation is a pre-requisite for version 4 intermediate courses inrtoduced in H4/2019 the ITIL 4 Foundation course is recommended also for those holding the ITIL v3 certificate.
Course days last approximately 9-17.
ITIL 4 presents best practices if managing IT services. Course consists from foundation collection ideas, models and practies. Generally the content is the following:
These help to ensure that the IT services provided match the needs of the business and contribute to the overall value generated.
Assignments done as part of the training will prepare participants for the certification exam, which takes place at the end of the course. The exam, The Foundation Certificate in IT Service Management, is voluntary. The certification exam is recommend, as it is a prerequisite for attending more advanced ITIL courses.
Course is delivered by certified Wakaru trainers.
Course material is in PDF-format in English.
The ITIL Foudation exam is a web proctored exam, that can be booked with a separate exam voucher. The duration is one hour (+ 15 minutes, if English not native language) and it is a closed-book exam. The examination institute is PEOPLECERT. Registration instructions you can find here and guidelines for web proctored exam are the following: Windows, Mac
Introduction as webinar
ITIL 4 has been introduces in a webinar. Check it out from the recording in Oppia.fi.
If you can not participate this course, you can send someone else instead of you. If cancellation is done less than 14 days before the course start, we will charge 50% of the price. In case of no show without any cancellation, we will charge the whole price. Cancellation fee will also be charged in case of illness.