SM ITIL®4 Foundation Plus

Who is this course for

This course is for anyone that needs to know more about the latest version of the world's most used Service Management framework. Delegates that are involved with an organisation that practices IT Service Management (ITSM) or hope to be should start here. Delegates that already hold an ITIL v3 Foundation certificate but haven't taken their studies further should also start here as this course expands on their existing knowledge and takes it in new directions.

N.B. If a candidate has more than 6 points from the existing ITIL v3 qualification scheme and is anticipating completing ITIL v3 Expert or ITIL 4 Managing Professional qualifications, they may not need to attend this course; although it would still be beneficial.

Purpose of the course

To start your journey with the very latest in ITSM best practice and gain a broad understanding of what ITIL 4 is all about, including a chance to gain the ITIL 4 Foundation Certificate.

Delegates taking part in an Apollo 13 Business Game take on the responsibilities of Mission Control in Houston. Their mission: bring the crippled spacecraft and its crew safely home.

As the simulation evolves delegates will realise the importance of aligning people and processes to create a coherent ITSM function.

You will learn how to

• Explain what ITIL4 is and why it is beneficial to a wide range of organisations


• Understand what is meant by Service and Service Management and how they contribute to the creation of value in an organisation


• Engage with the ITIL4 Guiding Principles and demonstrate how they support fundamental aspects of service management


• Describe and use the Four Dimensions of Service Management


• Recognise and use the Service Value System and Value Stream Mapping to enhance service delivery


• Understand the ITIL4 Value Chain


• Gain insight into the general ITIL4 Practices


• Understand key ITIL4 practices in more depth


• Work as a team to design and implement effective processes


• Understand how ITSM theory works in practice


• Appreciate the interdependencies of processes & their impact on business continuity


• Run a successful awareness campaign to overcome resistance to change within your organisation


• Ensure good design improves the performance of the service department

Benefits for you as an individual

Delegates attending this course will achieve a greater understanding of the service delivery practices being used and emerging in the digital age and be prepared for the changes in digital delivery. Passing the associated exam will provide them with a recognised industry qualification.

The business game will really help bring ITSM to life for you. Whether you have prior experience of frameworks such as ITIL® or CoBIT, or are entirely new to ITSM, Apollo 13 will give you the confidence to make changes that will make you, your team and your entire business more efficient.

Benefits for your organisation

Organisations that are using, or looking to use, progressive management practices in ITSM will gain employees with a rounded view of how ITIL4 fits into this, how this applies to the organisation and what benefits this can bring. It will contribute to organisational change initiatives in introducing new thinking and practices in the organisation.

Successful implementation of ITSM ensures that stewardship of your company's most important resource, its information, is managed in an effective and efficient manner.
Apollo 13 will not only give your team the basic skill necessary to implement ITSM but also give them a practical demonstration of its importance.