ITIL® Service Management

ITIL® 4 Foundation

Latest Version: ITIL 4 - This 2-day course is the essential starting point for anyone wanting to get started in ITIL.

  • Duration 2 Days
  • Fee - Virtual Instructor-Led $1,590 + GST
  • Exam Exam Included
  • Fee - Face-to-face Training $1,790 + GST
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Upcoming Course Dates

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  • Virtual Instructor-Led 26–27 Feb 9:00am–5:00pm NZDT (GMT +13) Book Now
  • Virtual Instructor-Led 29 Feb–01 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Virtual Instructor-Led 06–07 Mar 9:00am–5:00pm AWST (GMT +8) Waitlist
  • Sydney Face-to-face 11–12 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Virtual Instructor-Led 11–12 Mar 9:00am–5:00pm AEDT (GMT +11) Waitlist
  • Brisbane Face-to-face 14–15 Mar 9:00am–5:00pm AEST (GMT +10) Book Now
  • Virtual Instructor-Led 14–15 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Canberra Face-to-face 18–19 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Melbourne Face-to-face 19–20 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Virtual Instructor-Led 21–22 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Virtual Instructor-Led 25–26 Mar 9:00am–5:00pm AEDT (GMT +11) Book Now
  • Virtual Instructor-Led 15–16 Apr 9:00am–5:00pm AEST (GMT +10) Book Now
  • Virtual Instructor-Led 29–30 Apr 9:00am–5:00pm AEST (GMT +10) Book Now
  • Melbourne Face-to-face 06–07 May 9:00am–5:00pm AEST (GMT +10) Book Now
  • Sydney Face-to-face 09–10 May 9:00am–5:00pm AEST (GMT +10) Book Now
  • Canberra Face-to-face 13–14 May 9:00am–5:00pm AEST (GMT +10) Book Now
  • Virtual Instructor-Led 16–17 May 9:00am–5:00pm AEST (GMT +10) Book Now
  • Virtual Instructor-Led 27–28 May 9:00am–5:00pm AEST (GMT +10) Book Now
  • Brisbane Face-to-face 03–04 Jun 9:00am–5:00pm AEST (GMT +10) Book Now

Overview

ITIL 4 – the Ultimate in IT Service Management

ITIL 4 is widely seen as a game changer that has breathed new life into IT Service Management. The ITIL 4 Foundation training is an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers. The result of a great amount of global research and development work across IT and service management industries, the latest ITIL 4 has been designed to help organisations meet the increasing challenges of today’s complex digital environment by integrating concepts from Agile, DevOps and Design Thinking. 

ITIL 4 Foundation

The ITIL Foundation certification course is the essential starting point for anyone wanting to get started in ITIL. No longer a “nice to have” but a “must have” for any organisation or department or individual serious about improving IT Service Management.

ITIL 4 Certification Scheme

You can get a good idea of the new ITIL 4 Certification Scheme in the diagram below.  The Scheme comprises a number of modules:

  • ITIL 4 Foundation Certificate – the entry level to ITIL 4 Certification
  • Three ITIL Specialist modules (Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT)
  • ITIL Strategist
  • ITIL Leader

There are three high-level designations that can be attained:

  • ITIL Managing Professional (MP)
  • ITIL Strategic Leader (SL)
  • ITIL Master, the highest level certification.

To obtain the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) designations you must complete all modules in each stream, with ITIL Strategist being common to both.

NOTE: There is no transition module (bridging course) from ITIL v3 Foundation to ITIL 4 Foundation.  If you already have ITIL v3 Foundation and wish to take an ITIL 4 Specialist/Strategist/Leader course, then the recommended approach is to first take ITIL 4 Foundation in order to be able to transition to the new scheme.

Virtual Instructor-led Training

ITIL Foundation is available as Virtual Instructor-led Training (VILT). You get the same world-class trainer and the same excellent training that you would normally get from ALC. It is fully live and interactive. The only difference is that the ITIL 4 Foundation course is conducted online.

Virtual Instructor-led Training has been around for quite a while and is a well-proven delivery method. Get ITIL® Training Live, Instructor Led, virtually run online from your home, office or wherever you have a computer and a good internet connection!

Our Trainers Make the Difference

  • Neil Broadhead

    Neil has over 45 years Information Systems experience having worked in a variety of roles including Business Planning Manager, Change Manager, Continual Service Improvement Manager, trainer and consultant.

    Read full bio
  • David Llewellyn Jones

    With more than 30 years' experience in the IT industry focussing on strategy, governance and IT services, DLJ is the most highly regarded trainer in the Asia-Pacific region in the areas of IT Governance (COBIT 2019) and IT Service Management.

    Read full bio

Learning Outcomes

The aim of the ITIL 4 Foundation training and certification course is for each participant to be able to:

  • Understand and use the ITIL terminology and key concepts
  • Understand the four dimensions of service management that collectively provides a holistic approach to the delivery of service value to the customers
  • Understand the ITIL Management Practices
  • Understand the ITIL Service Value System
  • Understand the ITIL Guiding Principles, the need for Governance and Continual Improvement

Who Should Attend

The ITIL 4 Foundation course is appropriate for:

  • Any individual working in an IT environment who requires a basic understanding of the ITIL Best Practice framework
  • Any individual who needs a greater understanding of how an organisation can make use of ITIL to enhance the quality of IT services and the managing thereof
  • Anyone who may have an interest in the subject such as Business Owners, IT Managers, Project Managers, Service Desk staff, Operations staff, Developers

Course Contents

1.  Introduction

  • History of ITIL
  • IT Service Management in the modern world
  • About ITIL 4
  • The structure and benefits of the ITIL 4 Framework

2.  Key Concepts

  • Value and value co-creation
  • Organisations, service providers, service consumers, and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcomes, costs and risks

3.  The Four Dimensions of Service Management

  • Organisations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors

4.  The ITIL Service Value System

  • Opportunity, demand and value
  • ITIL Guiding Principles
  • Governance
  • Service Value Chain
  • Continual Improvement

5.  ITIL Management Practices

  • 5.1 General Management Practices
    • Continual Improvement
    • Information Security Management
    • Relationship Management
    • Supplier Management
  • 5.2 Service Management Practices
    • Availability Management
    • Capacity Performance Management
    • Change Control
    • Incident Management
    • IT Asset Management
    • Monitoring and Event Management
    • Problem Management
    • Release Management
    • Service Configuration Management
    • Service Continuity Management
    • Service Desk
    • Service Level Management
    • Service Request Management
  • 5.3 Technical Management Practices
    • Deployment Management

6 .  Exam Preparation

  • Exam techniques
  • Sample Exams
  • Overall, it was an excellent course. Trainer provided useful and relevant examples from his experience. He was also able to effectively relate our questions and examples from our own environments back to ITIL principles. I feel very prepared for the exam after this course, and wouldn't hesitate to study with ALC again!

    Live Virtual Training | 2022

Testimonial

ITIL 4 Foundation

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Fees

ITIL 4  Foundation Course (2 days) + Certificate Exam

  • Live Virtual Training: $1,590 + gst
  • Face-to-Face Training: $1,790 + gst

Live Virtual Training Course Fee Includes:

  • Comprehensive ALC course workbook, quality colour printed – Hard Copy, delivered directly to you
  • Official Axelos “ITIL® 4 Foundation” Textbook – E-copy (Hard Copy available for purchase for an additional fee of $110 + GST)
  • ITIL 4 Foundation Certificate Online Exam Voucher (3 Month Validity)

Face-to-Face Course Fee Includes:

  • Comprehensive ALC course workbook, quality colour printed 
  • Official Axelos “ITIL® 4 Foundation” Textbook – E-copy (Hard Copy available for purchase for an additional fee of $110 + GST)
  • ITIL 4 Foundation Certificate Paper-based Exam in class at the end of day 2
    • Available on request – Take2 Re-sit Exam option. Contact ALC for more information.
  • Full catering including proper sit-down lunch, morning and afternoon refreshments

 

Exams & Additional Information

Live Virtual Training = Participants of the ITIL 4 Foundation Virtual Training course will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 3 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

Face-to-Face Training = Participants of the ITIL 4 Foundation Face-to-Face Training course will be provided with a paper-based exam sat in class at the end of day 2. 

The ITIL foundation exam comprises:

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) – 65%
  • 60 minutes duration
  • Closed book.

Pre-requisites

There are no pre-requisites for this course.

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Looking to Up Skill Your Team

If you have a group of people who can all be spared at the same time then private training is a GREAT way to go:

  • Very cost-effective solution. Usually works best for groups of six or more, some courses as few as four
  • Can be held anywhere in the world! Your premises, external or online.
  • Delivered “as is” or customised to suit your specific needs.
  • Sensitive issues can be openly discussed.
  • Choose a timing that suits you – normal business hours, weekends, residential.
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