ITIL® v4 Foundation Course | Learning Heights Tanzania

Course Overview

The ITIL® v4 Foundation certification introduces delegates to the management of modern IT-enabled services. It provides an understanding of the common language and key concepts used, and shows how individuals can improve their work and the work of their organization with ITIL 4 guidance. This course is the entry-level certification, offering a general awareness of the key elements, concepts, and terminology used in ITIL.

Learning Outcomes

Upon successful completion of this course, you will be able to:

Understand the key concepts of service management.
Understand how the ITIL guiding principles can help an organization adopt and adapt service management.
Understand the four dimensions of service management.
Understand the purpose and components of the ITIL service value system.
Understand the activities of the service value chain, and how they interconnect.
Know the purpose and key terms of 15 ITIL practices.
Understand 7 ITIL practices in detail.

Comprehensive Syllabus

Module 1: Introduction to Service Management

Key Concepts (Service, Utility, Warranty, Customer, User, Service Management, etc.)
Value and Value Co-creation
Organizations, Service Providers, Service Consumers, and Other Stakeholders
Products and Services
Service Relationships
Value: Outcomes, Costs, and Risks

Module 2: The Four Dimensions of Service Management

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors (PESTLE)

Module 3: The ITIL Service Value System (SVS)

Overview of Service Value System (SVS) and its components
Opportunity, Demand, and Value
The 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)
Governance
Service Value Chain (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support)
Continual Improvement

Module 4: ITIL Management Practices

Purpose definitions for key practices (e.g., Information security management, Relationship management, Supplier management, Change enablement, Incident management, IT asset management, Monitoring and event management, Problem management, Release management, Service configuration management, Service desk, Service level management, Service request management, Deployment management, Continual improvement)
Detailed understanding of 7 key practices:
- Continual improvement (including the continual improvement model)
- Change enablement
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management

Certification Exam

This course prepares you for the official ITIL® v4 Foundation exam, administered by PeopleCert on behalf of Axelos.

Exam Format: Multiple choice questions
Number of Questions: 40 questions
Pass Mark: 65% (26 marks required to pass out of 40)
Duration: 60 minutes (75 minutes for candidates taking the exam in a language other than their native one)
Exam Type: Closed book

Quick Course Info

Target Audience: IT Professionals, Managers, anyone involved in IT service delivery or requiring a basic understanding of the ITIL framework.

Prerequisites: None required. Basic IT awareness is beneficial.

Duration: 3 Days (or specify hours, e.g., 24 Hours)

Format: In-Person (Dar es Salaam) & Online Live options available.

Certification: ITIL® v4 Foundation (via PeopleCert)

What's Included

Official course materials (Axelos accredited), practice exams, and official exam voucher.

Enrollment Options

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