ITIL® v4 bridging course is designed to help participants who already have a solid comprehension of ITIL® V3 and have attained the ITIL® V3 Foundation Certificate. The course helps to gain an understanding of what’s new and different in the ITIL® v4 principles and relate ITIL® v4 to their own work environment

ITIL® v4 Foundation Bridge Training

Course Info:

This course provides IT leaders, practitioners, support staff and staff interfacing with the organisation’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL® v4 Foundation Certificate Examination. The course is based on the ITIL® v4 best practice service value system featured in the latest 2019 guidelines.

Who should attend?

This course is aimed at IT professional who wish to upgrade from ITIL® v3/2011 Foundation to ITIL® v4 Foundation.

Learning Objectives

The course will help to understand:

  • Key IT service management concepts
  • How ITIL® guiding principles can help and organization to adopt and adapt service management
  • The 4 dimensions of service management
  • The purpose and components of the service value system
  • The activities of the service value chain and how the interconnect
  • Know the purpose of key ITIL® practices.

Pre-requisites

Candidates must have the ITIL® v3/2011 Foundation qualification. Also, some prework before commencement of the course is preferrable.

 

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Course Content:

  • IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
  • Key concepts of value creation
  • Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
  • The nature, use and interaction of 7 ITIL® 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
  • The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
  • The ITIL® service value system
  • The service value chain, its inputs and outputs, and its role in supporting value streams
  • Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
  • Detail of how the following ITIL® practices support the service value chain: – Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management; Service desk; Service level management
  • The purpose of the following ITIL® practices: – Information security management; Relationship management; Supplier management; Service configuration management; IT asset management; Business analysis; Deployment management; Monitoring and event management; Release management

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Exam Format:

  • Number of questions: 40
  • Type of questions: multiple choice
  • Marks: 40 marks available.
  • Provisional pass mark: 65% or higher
  • Duration: 60 minutes (75 for non-native speakers)

This is a ‘closed book’ examination

Download the course agenda

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.