ITIL 4 Foundation (IT Service Management) Exam Prep

Topic 1: Understand Key Concepts of Service Management

• Service Management
• Service and relationship with Value, Outcome, Cost and Risks
• Service Consumers, Service Providers, Users, Customer
• Understanding Nature and Components of Value
• Value Co-Creation
• Understanding Service Relationships

Topic 2: 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

Topic 3: ITIL Service Value System

• Four Dimensions of Service Management
• Components of the Service Value System including Value Chain, Governance and Practices
• Value Chain Activities within the Value System

Topic 4: ITIL Practices

• 3 Categories of ITIL Practices
• Purpose and detailed look at selected Practices (including):
• Incident Management
• Problem Management
• Change Control
• Service Level Management
• Continual Improvement
• Service Request Management
• Service Desk
• Information Security Management
• Relationship Management
• Service Configuration Management
• Supplier Management

Promotion Code

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Minimum Entry Requirement

Knowledge and Skills

• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

• Positive Learning Attitude
• Enthusiastic Learner

Experience

• Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

TBD

Hardware: Window or Mac Laptops

• IT Service Manager
• ITIL Consultant
• IT Project Manager
• IT Operations Manager
• Service Desk Analyst
• Change Manager
• Incident Manager
• Problem Manager
• IT Quality Analyst
• IT Compliance Officer
• IT Governance Specialist
• Configuration Manager
• IT Risk Manager
• Business Continuity Manager
• Service Level Manager
• IT Auditor
• Process Improvement Specialist
• IT Infrastructure Manager
• IT Support Technician
• IT Resource Planning Analyst

Peter Cheong :  I am a ACLP certied trainer. Specialise In IT related knowlege and conduct IT Training which Include Microsoft Window Server Technology (Wintel) and Linux - Centos/Red Hat. Comptia ,ITIL , Motorola Solution Trunking System and Cisco Networking. I was worked in Motorola Solutions Conduct Motorola Astro 25 Trunking System For Police Force Malaysia (RMPnet),Taiwan Navy, Indonesia METRO POLDA (Police Force). After that I Join As IT Group Manager For W-Group which include 17 subsidiaries Companies in Real Estate Developer,Plantation, Building Management Services ,Contruction and also Fiber Opti Service Provider in Sabah,Malaysia.

Truman Ng: I am a ACLP certified trainer. With In-depth and diversified experiences from Project Management DevOps, Blockchain, Project Management, Education, IT and even Numerology, I am passionate to meet good people and generate new ideas, in pursuit of realization of better world!