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- We have trained thousands of participants
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- We have over 20 Years of Training Delivery Experience
- The Latest Vendor Approved In-depth Course Content
ITIL® 4 Foundation Course
Course Duration - 2 Days
We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is characterised by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It is an increasingly fast paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do and ready to adopt new ways of working to succeed.
ITIL 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also by a wider range of professionals working in the digital world.
ITIL® training is provided by Cobitism PTY LTD, a Peoplecert accredited Training Organisation. Copyright © Cobitism PTY LTD and AXELOS Limited 2019
Overview
Outline
Course Topics (Overview)
Who should attend
Delivery Methods
Overview
ITIL 4 is the result of feedback and insights from thousands of professionals and organizations globally. It has been developed by a team of industry experts from around the world, including 150 content writers, reviewers and contributors from the wider IT industry. AXELOS has engaged a diverse range of people in the development of ITIL 4. They have assembled a Global ITIL Development Group, which is made up of over 2,000 professionals. Those in the Group participate in pulse surveys and debates on a private community group, and take active roles in reviewing the update. Their insights and feedback have been key to the development of ITIL 4. Axelos also brought together a top architecture team from around the world to collaborate on the development of ITIL 4.
ITIL 4 expands previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.
Outline
At the completion of this course, you will:
- Understand the key concepts of ITIL® service management
- Understand how ITIL® guiding principles can help an organisation 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 activities of the service value chain, and how they interconnect
- Understand the key concepts of continual improvement
- Learn the various ITIL® practices and how they contribute to value chain activities
Course Topics (Overview)
Introduction to the Core Concepts of ITIL 4
Key Definitions and Terminology of the ITIL 4 Model
Structure and Benefits of ITIL 4
The ITIL Certification Path
Service Management: Key Concepts
- Value and Value Co-Creation
- Value: Service, Products, and Resources
- Service Relationships
- Value: Outcomes, Costs, and Risks
The Guiding Principles
- The Seven Guiding Principles
- Applying the Guiding Principles
The Four Dimensions of Service Management
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors and Pestle Model
Service Value System
- Overview of Service Value System
- Overview of the Service Value Chain
Continual Improvement
- Introduction to Continual Improvement
- The Continual Improvement Model
- Relationship between Continual Improvement and Guiding Principles
Overview of ITIL Practices
- Purpose of ITIL Practices
- The Continual Improvement Practice
- The Change Enablement Practice
- The Incident Management Practice
- The Problem Management Practice
- The Service Request Management Practice
- The Service Desk Practice
- The Service Level Management Practice
Who should attend
All levels of support personnel within an IT service delivery organisation:
- IT Managers
- Change Managers
- Problem Managers
- Service Level Managers
- Operations Managers
- Service Desk Supervisors
- Support Team Leaders
- Account Managers who interact between the business and IT
Delivery Methods
On-Line Computer-based Training
Online, computer-based self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes approx. 18 hours to complete.
- Learn virtually anytime, anyplace, and at any pace.
- Online training can be a cost effective means for employees to achieve certification, particularly for companies with remote employees or multiple office locations.
- Ramp up employees quickly. Courses can be activated in as short as 24 hours.
- Your on-line course includes the online certification exam.
- Once your online course has been activated, you have 12 months to access and complete the course and take the exam.
Virtual Instructor-Led Classroom
These scheduled courses provide students with live, instructor-led training delivered by an HDAA qualified trainer. Using web conferencing software, students interact with the instructor without ever leaving their desk.
- Live trainer delivering real-time training (not pre-recorded).
- Ask questions and interact with the instructor and other attendees.
- Participate in ‘breakout’ rooms for activities/small group discussions.
- Structured discussions facilitate networking and learning from real-world experiences.
- We are currently using Zoom as our primary training platform. Training participants, do not need to have a Zoom account. and the Zoom software does not need to be downloaded in order to attend the course. The session is completely private and secure and features end-to-end Secure Sockets.
On-Site Training / Dedicated Virtual Instructor-Led Training
HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points. Save money. With groups of four or more, this option can be very cost effective.
Classroom Public Training
Facilitated by an HDAA qualified trainer, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
- Maintain adequate coverage in your support center by staggering training dates.
- Focus on learning by being out of the office.
- Structured discussions facilitate networking and learning from real-world experiences.
WHY CHOOSE US
Exam Information
Online Course FAQ's
Cancellation / Transfer Policy
Exam Information
Our ITIL 4 courseware was developed to satisfy the learning objectives from the ITIL syllabi published by AXELOS and accredited to verify it satisfies those requirements. The certification exam was developed and is supplied by Peoplecert the only ITIL accredited examination institute.
In order to run the ITIL 4 foundation course over 2 days the certification exam is not taken as part of the course. On completing the course attendees will receive an exam voucher which they can use to book an online exam at a date and time of their choice.
The ITIL certification exam voucher is included in the price of public and on-line training purchased directly from HDAA.
ITIL 4 Exam Format
The certification exam consists of 40 multiple choice questions and must be completed in 60 minutes. A minimum score of 65 percent is required to pass a certification exam. Individuals who achieve the passing score will receive an e-certificate from Peoplecert, the accreditation body.
This is a closed book exam.
ITIL 4 Foundation Exam Purchases and Re-takes
Exam re-takes are available by purchasing an on-line foundation exam voucher.
You can buy an ITIL 4 Foundation Exam Voucher directly as training is NOT mandatory for the foundation course.
Pleas see our online shop to purchase an exam voucher.
Taking your exam online
Exams via PeopleCert Online proctoring work like magic. You simply choose a room that suits you, plug in to the internet and you’re good to go. Your Online Proctor will identify you via sophisticated technology ensure that your testing environment is comfortable, while also adhering to guidelines about what is permitted and what isn’t. What’s more, your Online Proctor will be observing you in a non-intrusive way throughout the entire exam and is always available for you should you need any help or in case something goes wrong. We’ve got your back for every possible scenario. So just relax and give it your best shot.
A step by Step Guide to taking the PeopleCert online Proctored Exam
Contact HDAA on 1300 130 447 for more information or to request an invoice for the online exam voucher.
PLEASE NOTE:
The ITIL Certification Exam is included in all HDAA’s ITIL Public training pricing.
Purchase of the online training includes an online certification exam voucher. This voucher is used to book your exam when you are ready to sit.
Online Course FAQ's
How long do I have to complete my course?
Once your course is activated (usually within 1 business day of receipt of payment), you have access to the learning portal for 9 months. You can access the course as many times as you’d like in that 9-month period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.
What are the systems requirements for taking an online course?
You’ll need a continuous Internet connection with Windows® 11, Windows® 10 (Windows 10S and Windows 11S is not supported) or macOS High Sierra (10.13) onwards. Dual-core 2.4GHz CPU or faster with 4GB of RAM.
Can I retake my exam if I don’t pass?
Yes, exam re-takes are available by purchasing an on-line foundation exam voucher.
Can I extend my course or exam?
Yes. You may purchase a 12-month extension of your course. Exam voucher extensions must be requested prior to their expiry date.
What is included with my online course registration?
All course prices include the online training course and certification exam.
What is the cancellation policy for online courses?
Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
Who do I contact if I need support?
If you require support you can contact HDAA on: 1300 130 447
Cancellation / Transfer Policy
Public, Virtual and Onsite Course Cancellation & Transfer Policy
Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.
Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.
No shows on public and virtual courses will pay full course rates.
Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.
Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.
Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.
Attendee name changes will be accepted up to the day prior to the course start date.
In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.
In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:
- To participate at a revised date specified by HDAA or
- A refund or
- A credit to that amount for future HDAA training.
To receive reimbursement or credit, please contact HDAA on 1300 130 447 to make appropriate arrangements.
On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
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