Overview

QA Total Learning™ is our newest and most effective way to learn.

Combining the best of digital and live learning, with access to world class industry experts, we focus on making sure you can apply our learning to help you drive impactful results in your workplace. This is all underpinned by our digital platform, giving you the tools to track progress and manage your own learning.

This Total Learning course is for anyone working in an IT or service environment looking to gain an introduction to Service Management using the ITIL methodology.

Learners could be in their first role on the IT Helpdesk and needing to understand how they fit into the wider process. This course is also suitable for managers moving into Service Management and evaluating how the framework would work for their team and organisation.

In this course, learners will have the best of both digital and live learning to provide the best possible preparation to pass the ITIL Foundation examination. This includes digital learning designed around the ITIL syllabus, including sample exam question, quizzes and combination of video and written content.

The 2-day virtual live event focuses on deepening learners’ understanding of the key topics and feedback sessions on exam craft aligning to the question types in the ITIL exam.

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At the end of this course, the learner will be able to:

  • identify and recognise the key concepts of service management
  • recall and comprehend the purpose and component parts of the ITIL service value system (SVS)
  • describe the activities within the service value chain, and how they interconnect
  • recognise and explain the 7 key ITIL practices (detail)
  • utilise the ITIL guiding principles and see how these can help an organisation adopt and adapt service management
  • describe the four dimensions of service management
  • recognise and identify the key terms and basic principles of eight other practices
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Course Outline

This Total Learning course consists of three key phases, all explained during a 1 hour virtual kick off session, which includes Q&A:
  • Digital Essential Learning – 6 hours, completed over a minimum 2 week period
  • Live Virtual Classroom – 2 days
  • Apply for Exam – ITIL 4 Foundation Certificate examination (1hour)

Digital Essential Learning
Module 1 - Course introduction
  • What is ITIL and how is it going to help you?
  • Service management is not just about IT
  • Exploring value

Module 2 - The key concepts of service management

  • What is service management?
  • What is value and value co-creation?
  • Service providers, consumers and stakeholders
  • What is a service and service offering, and why would I buy a service?
  • What is a product?
  • Outputs, outcomes and service relationships
  • Utility and warranty

Module 3 - The ITIL Service Value System

  • What is the ITIL Service Value System?
  • The ITIL SVS in action
  • What are the challenges of the SVS?
  • What is the Service Value Chain (SVC)?
  • The ITIL SVC in action

Module 4 - The ITIL practices in detail

  • Service desk practice
  • Incident management
  • Problem management
  • Service request management
  • Service level management
  • Change enablement
  • Continual improvement

Module 5 - The ITIL guiding principles

  • The seven guiding principles
  • The guiding principles in action

Module 6 - The four dimensions of service management

  • Organisations and People
  • Information and Technology
  • Partners and suppliers
  • Value streams and processes

Module 7 - Other ITIL practices

  • Relationship management
  • Supplier management
  • IT asset management
  • Service configuration management
  • Monitoring and event management
  • Deployment management
  • Release management
Live Virtual Classroom Event

Module 1: Introduction

  • Review and overview of five elements of SVS

Module 2: Key concepts

  • Group activity – service providers and touch points
  • Exam prep and review questions

Module 3: The four dimensions of service management

  • Individual review activity

Module 4: The 7 ITIL practices in detail

  • Facilitated discussion – Service desk
  • Exercise – perception and skills for service desk
  • Group exercise – prioritising incidents
  • Collaboration – swarming
  • Exam prep and review questions

Module 5: The ITIL guiding principles

  • Exercise – enabling positive behaviours
  • Exam prep and review questions

Module 6: Other ITIL Practices

  • Facilitated discussion
  • Exam prep and review questions

Module 7: Exam Technique session

  • Guidance and final revision

Apply for Exam

  • One-hour multiple-choice online examination for the ITIL 4 Foundation Certificate.
  • There are 40 questions to be completed in 60 minutes. The pass mark is 26 correct answers from 40 (65%).
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Why choose QA

Dates & Locations

Frequently asked questions

See all of our FAQs

How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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