Besides the ITIL® 4 Foundation Courseware - English (ISBN: 978 94 018 0394 6) publication you are advised to obtain the ITIL® 4 - A Pocket Guide (ISBN: 978 94 018 0439 4). The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS). ITIL 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps. This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam. Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment. You’ll learn: • 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 18 ITIL practices • Understand 7 ITIL practices ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.

Besides the ITIL® 4 Foundation Courseware - English (ISBN: 978 94 018 0394 6) publication you are advised to obtain the ITIL® 4 - A Pocket Guide (ISBN: 978 94 018 0439 4). The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS). ITIL 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps. This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam. Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment. You’ll learn: • 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 18 ITIL practices • Understand 7 ITIL practices ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.

ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners. This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus.

This courseware serves as the official teaching material of the ISM 5 Foundation. The content of the ISM 5 Foundation training is fully based on the content of the standard ISM method version 5. During this training you will learn, among other things, how to apply IT service management and how to abstract and nuance service issues. In addition, you will learn how to use a process model in the context of control issues and how to gain insight into the application of the assets People, Process and Product. You will also learn how to place the influence of environmental factors in the context of service delivery (for example in an outsourced situation) and how to improve using a methodical approach according to ISM. During the ISM Foundation training various working methods are applied, such as transfer of theory, discussion based on practical examples and practical assignments, reflection on one's own work situation and reflection on the participant's own contribution to service delivery. The trainer can decide in which form and order the material from the syllabus will be covered. It is not necessary to follow the arrangement from the syllabus, but it is important that all the material from the syllabus is covered during the training. For certified trainers, a basic set of sheets is available that covers all material and includes figures from the book "The ISM Method." The recommended study load for this training around 14 hours.

ITIL® 4 Managing Professional Courseware ITIL 4 Managing Professional (ITIL MP) consists of four modules and is the next level of ITIL 4 to be released after ITIL 4 Foundation. ITIL MP targets IT practitioners working within technology and digital teams across businesses. The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. The Managing Professional Transition module is designed to allow ITIL v3 candidates to easily transition to ITIL 4. They can get the ITIL 4 Managing Professional designation through one course and one exam. The material includes; • Updated glossaries with highlighted changes for ‘Create, Deliver & Support’, ‘Drive Stakeholder Value’ and ‘Direct, Plan & Improve’ • New diagram packs with annotations for ‘Create, Deliver & Support’, ‘Drive Stakeholder Value’ and ‘Direct, Plan & Improve’ • Updated syllabi with highlighted changes for ‘Create, Deliver & Support’, ‘Drive Stakeholder Value’ and ‘Direct, Plan & Improve’ • The ‘High Velocity IT’ manuscript, syllabus, glossary and diagram pack remain unchanged • Practices Overviews and the product brochure remain unchanged • An up-to-date Quick Reference Guide with all the information you need • Updated Core Manuscripts, for ‘Create, Deliver & Support’, ‘Drive Stakeholder Value’ and ‘Direct, Plan & Improve’ • While the changes are quite large, they have been made for streamlining or refinement only • There have been no changes to the examinable content or the key concepts ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students.

BiSL®, Business Information Services Library, is the framework for business information management. Since the introduction of BiSL, the model has become the standard in Business Information Management (BIM). BiSL offers a structure and guideline for BIM. BiSL establishes connections between operational information management and strategic information management and provides tools for the (further) professionalization of business information management. All these topics are covered in this training material, which supports the preparation for various official BiSL exams such as those of APMG-international (BiSL Foundation), EXIN (Business information management) and Van Haren Certify (BiSL Foundation). The BiSL Foundation exam. In combination with the explanations of the training materials by your instructor, you can prepare optimally for the exam. This training addresses the principles of BiSL and the process framework defined by BiSL. The principles and the framework as a whole, the executive processes (divided into usage management, functionality management, and connecting processes), the controlling processes, and the directive processes are discussed. There is ample opportunity for the exchange of experiences, always returning to the theory. The courseware consists of: handouts, exercises, articles, and a practice exam.Target audience: information management, functional management employees, and IT professionals who want to better understand the demand side.The presentations explain the theory. With the practice assignments, you can further familiarize yourself with the material during the training. The questions of the practice exam give an insight into what you can expect on the exam. This training material fully aligns with the publication BiSL, a framework for business information management. The following updates have been included in this courseware. A new process has been described: Operational chain alignment. The arrangement of the processes in the controlling layer has changed. More attention is paid to topics such as Big Data, Cloud, security, and chains. Attention is given to several other frameworks, models, and standards. The position and context of business information management are more clearly described. Compared to the previous edition of this training material, adjustments have been made only on the necessary substantive points, ensuring alignment with the new edition of the framework. In terms of structure/composition, both of the course content and of the various assignments and exercises, the course material has remained unchanged.

ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps. ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.