Course Overview
**12 Months Access to this e-Learning Course**
Limited Time Only
The ITIL® 4 Foundation course provides delegates with an extensive introduction to the core concepts of ITIL® 4. It helps your understanding of the ITIL® 4 principles and demonstrates how it can improve an individual’s work and the work of the organisation.
The ITIL® 4 Direct Plan and Improve qualification provides you with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. It teaches you a practical and strategic method for planning and delivering continual improvement with the necessary agility.
Direct Plan and Improve (DPI) is one of the pre-requisites for the designation of ITIL® 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. It is also a pre-requisite for the designation of ITIL® 4 Strategic Leader, which assesses the candidate’s ability to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success.
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Who will this course benefit?
- ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
- Managers of all levels involved in shaping direction and strategy or developing a continually improving team
WHAT’S INCLUDED?
- 12 months online access to our accredited ITIL® 4 Foundation elearning
- 12 months online access to our accredited ITIL® 4 Direct, Plan and Improve elearning
- The official ITIL® 4 Foundation manual (digital)
- The official ITIL® 4 DPI manual (digital)
- ITIL® 4 Foundation exam: Valid for 12 months from purchase date. Exam must be taken online via remote proctor
- ITIL® 4 Direct, Plan and Improve exam: Valid for 12 months from purchase date. Exam must be taken online via remote proctor
MATERIALS
Digital official manual: You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to access the digital version of your manual. Please note: There is a 5-year limitation in accessing your eBooks.
Course Duration
The Foundation elearning takes approximately 10-12 hours and the DPI takes approximately 12-14 hours to complete.
Entry Requirements
There are no formal pre-requisites for the ITIL® 4 Foundation.
For the DPI exam there are two formal prerequisites. You must have passed the ITIL® 4 Foundation examination and you must attend an accredited training course.
Exam
Exams are taken online via remote proctor. You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to book your online exams at a date and time of your choice. You are responsible for booking your own exams. For more information about how to take your exam and the technical requirements.
EXAM FORMAT
ITIL® 4 Foundation
- Closed book
- 60 minutes duration
- 40 questions each worth 1 mark
- Pass mark 65% or higher (26 marks or above)
ITIL® 4 DPI
- 90-minute duration
- Closed book
- 40 questions
- Pass mark is 70% or higher – a raw score of 28 marks or above
Objectives
At the end of the Foundation course, you will:
- Understand the key concepts of ITIL® service management
- Understand how ITIL® guiding principles can help organizations to adopt and adapt ITIL® service management
- Understand the four dimensions of ITIL® service management
- Understand the purpose and components of the ITIL® service value system, and the activities of the service value chain, and how they connect
- Understand the key concepts of continual improvement
At the end of the Direct, Plan and Improve course, you will:
- Understand the key concepts of direct, plan & improve
- Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context
- Understand the role of GRC and know how to integrate the principles and methods into the service value system
- Understand and know how to use the key principles and methods of continual improvement for all types of improvements
- Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement
- Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
- Understand and know how to direct, plan and improve value streams and practices
Syllabus
ITIL® 4 Foundation
- Introduction and overview
- Key concepts of service management
- Four dimensions of service management
- Service value system
- Introduction to practices
- Purpose of 11 practices and some definitions
- Introduction to seven key practices in detail
- Continual improvement
- Change control
- Incident management
- Service request management
- Service desk
- Service level management
- Exam simulator
DPI
- Introduction and overview of DPI
- Foundation recap
- Key concepts of DPI
- Key principles of DPI
- GRC and DPI
- Continual improvement
- Organizational change management and communication
- Interfaces across the value chain
- Measurement and reporting
- Value streams
- Exam simulator
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