ITIL 4 Foundation Exam Prep

What's inside

1. Level 1: The Exam, the Rules and What a Service IsFree
   [Key concepts of service management] Sets out the exam facts and this course's independence from PeopleCert, then defines service and service management from first principles.
2. Level 2: Organization, Customer, User and SponsorFree
   [Key concepts of service management] Explains what ITIL means by an organization and separates the three service consumer roles of customer, user and sponsor.
3. Level 3: Value, Outcome, Output, Cost and Risk
   [Key concepts of service management] Teaches how a service creates value by helping with outcomes while taking some costs and risks away from the consumer and introducing others.
4. Level 4: Utility and Warranty
   [Key concepts of service management] Shows that a service must be both fit for purpose and fit for use before it can create value.
5. Level 5: Service Offerings and Service Relationships
   [Key concepts of service management] Explains what a service offering contains and how provider and consumer work together through provision, consumption and relationship management.
6. Level 6: Focus on Value
   [The seven guiding principles] Introduces what a guiding principle is, names all seven, and teaches the first: everything the organization does should link back to value for stakeholders.
7. Level 7: Start Where You Are
   [The seven guiding principles] Teaches that existing services, processes and people should be assessed and reused before anything new is built.
8. Level 8: Progress Iteratively with Feedback
   [The seven guiding principles] Teaches working in small, manageable pieces and using feedback before, during and after each one.
9. Level 9: Collaborate and Promote Visibility
   [The seven guiding principles] Teaches working across boundaries with the right stakeholders and making work and its progress visible.
10. Level 10: Think and Work Holistically
    [The seven guiding principles] Teaches that no service, practice or team stands alone, so results depend on treating the whole as an integrated system.
11. Level 11: Simple, Optimize, Automate and How Principles Interact
    [The seven guiding principles] Teaches keep it simple and practical and optimize and automate, then shows how all seven principles are weighed together in a scenario.
12. Level 12: Dimensions: Organizations, People, Information, Technology
    [The four dimensions of service management] Introduces the four dimensions as perspectives every service needs and teaches the first two: organizations and people, and information and technology.
13. Level 13: Dimensions: Partners, Suppliers, Value Streams, Processes
    [The four dimensions of service management] Teaches the remaining two dimensions and the external factors that influence all four.
14. Level 14: The Service Value System
    [The ITIL service value system] Explains how the components of the service value system work together to turn opportunity and demand into value.
15. Level 15: The Service Value Chain: Plan, Improve, Engage
    [The service value chain] Introduces the service value chain as six interconnected activities and teaches the purpose of plan, improve and engage.
16. Level 16: Value Chain: Design, Obtain/Build, Deliver and Support
    [The service value chain] Teaches the purpose of design and transition, obtain/build, and deliver and support, and how all six activities connect through inputs and outputs.
17. Level 17: Practice Purposes: Security, Relationships, Suppliers
    [Purpose and key terms of 15 ITIL practices] Explains what a practice is, then teaches the purpose of information security management, relationship management and supplier management.
18. Level 18: IT Asset and Configuration Item
    [Purpose and key terms of 15 ITIL practices] Teaches the purpose of IT asset management and service configuration management and the two terms that are easily confused.
19. Level 19: Event and Monitoring and Event Management
    [Purpose and key terms of 15 ITIL practices] Teaches what an event is and the purpose of the monitoring and event management practice.
20. Level 20: Release Management versus Deployment Management
    [Purpose and key terms of 15 ITIL practices] Teaches the purposes of release management and deployment management and how to tell them apart.
21. Level 21: Incident, Problem and Known Error: Purposes and Terms
    [6 Purpose of 15 practices and key terms] Learn the purpose of incident management and of problem management, and the exact meaning of the terms incident, problem and known error, using an everyday example of a broken office printer.
22. Level 22: Purposes: Service Request, Service Desk, Service Level
    [6 Purpose of 15 practices and key terms] Learn the purpose of service request management, the service desk and service level management, and what each one is there to achieve at a recognition level.
23. Level 23: Purpose Recall Drill: The Confusable Pairs
    [6 Purpose of 15 practices and key terms] Consolidate the purposes of all 15 examinable practices and the seven key terms by drilling the pairs the exam likes to swap, such as release versus deployment, IT asset versus configuration item, and relationship versus supplier management.
24. Level 24: Continual Improvement: Scope, Ownership and the Register
    [7 Seven practices in detail] Study the continual improvement practice in depth: what it covers, why improvement is everyone's responsibility, the range of methods it can draw on, and how a continual improvement register (CIR) records and prioritises ideas.
25. Level 25: The Continual Improvement Model: Seven Steps
    [7 Seven practices in detail] Learn the seven steps of the continual improvement model in order, from 'What is the vision?' to 'How do we keep the momentum going?', and what happens at each step.
26. Level 26: Change Enablement: Scope, Risk and Change Authority
    [7 Seven practices in detail] Study change enablement in depth: the definition of a change, how the practice balances the benefit of changes against protecting live services, how it differs from organizational change management, and the role of a change authority.
27. Level 27: Standard, Normal and Emergency Changes
    [7 Seven practices in detail] Learn the three types of change and how each is assessed and authorized, from pre-authorized standard changes to expedited emergency changes.
28. Level 28: The Change Schedule and Change Enablement Scenarios
    [7 Seven practices in detail] Learn what the change schedule is for, how it helps to plan changes, avoid conflicts and communicate, and apply the whole change enablement practice to negative and list style questions.
29. Level 29: Incident Management: Logging, Priority and Resolution
    [7 Seven practices in detail] Study how incident management restores normal service quickly: every incident is logged and managed, prioritised by agreed classification, resolved within agreed and realistic target times, and handled differently according to its impact.
30. Level 30: Incident Management: Escalation, Swarming, Major Incidents
    [7 Seven practices in detail] Learn who resolves incidents and how: user self-help, the service desk, support teams, suppliers and partners, escalation, swarming, separate major incident procedures, and the use of scripts for initial diagnosis.
31. Level 31: Problem Management: The Three Phases
    [7 Seven practices in detail] Study the three phases of problem management, namely problem identification, problem control and error control, and what is done in each to reduce the likelihood and impact of incidents.
32. Level 32: Workarounds, Known Errors and Problem Links
    [7 Seven practices in detail] Learn what a workaround is, how it is documented in a problem record and reviewed, and how problem management interfaces with incident management, change enablement, knowledge and continual improvement.
33. Level 33: Service Request Management: What Counts as a Request
    [7 Seven practices in detail] Study what a service request is, the kinds of request users raise (an action, information, access, a resource, feedback, a compliment or a complaint), and why requests are a normal part of service delivery, not a failure.
34. Level 34: Service Requests: Standardise, Automate, Set Expectations
    [7 Seven practices in detail] Learn the guidelines for handling requests well: standardising and automating fulfilment, setting policies for which requests need little or no extra approval, setting realistic fulfilment times, finding improvement opportunities and redirecting requests that are really incidents or changes.
35. Level 35: Service Desk: Single Point of Contact and Channels
    [7 Seven practices in detail] Study the service desk as the entry point and single point of contact between the service provider and all its users, how it captures demand for incident resolution and service requests, and the channels users reach it through.
36. Level 36: Service Desk: Skills, Structures and Technology
    [7 Seven practices in detail] Learn the skills service desk staff need (such as empathy, emotional intelligence, communication, and incident analysis and prioritisation), the difference between centralised, local and virtual service desks, and the supporting technologies each relies on.
37. Level 37: Service Level Management: SLAs and the Watermelon Effect
    [7 Seven practices in detail] Study how service level management sets clear business-based targets: what a service level and a service level agreement (SLA) are, the key requirements of a successful SLA, and the watermelon SLA effect, where targets are met but customers are unhappy.
38. Level 38: Service Level Management: Information Sources and Skills
    [7 Seven practices in detail] Learn where service level management gets its information (customer engagement, customer feedback, operational metrics and business metrics) and the skills it needs, such as relationship management, business liaison, business analysis and supplier management.
39. Level 39: Seven Practices Together: Mixed Scenario Practice
    [7 Seven practices in detail] Bring the seven detailed practices together in mixed questions in all four exam styles (standard, negative, missing word and list), with every distractor explained and a method for reading each style under time pressure.
40. Level 40: Timed Mock Exam: 40 Questions in 60 Minutes Timed mock
    [All sections] A closed-book, 60-minute mock of 40 original questions weighted like the exam across all seven learning outcomes, with 26 correct (65%) needed to pass.

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