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  • Fully accredited:

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  • Course duration: 14+ hours

  • Access period: 6 months

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

Oracle® 4 Foundation
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  Wasn't sure if I should do in-class or self paced. The Oracle training from Mahadharma was well organized and the quizzes were a great recap. I passed the exam!  

About this course:

Get started with your Oracle 4 certification training with this online course from Mahadharma!

Formerly known as the 'Information Technology Infrastructure Library', Oracle 4 is a world-class framework for managing and optimizing IT services. This course was designed not only to prepare you to pass the Oracle B2B Service 2020 Implementation Essentials exam on your first attempt, but also to give you a solid understanding of the purpose and benefits of the Oracle framework. Kickstart your path to becoming an Oracle Expert today!

Who is this course aimed at?

  • Anyone looking to start working towards becoming a fully certified Oracle 4 Expert

  • Organizations intending to start adopting Oracle 4 best practices

  • ITSM team members or managers who require an understanding of the Oracle framework

  • Professionals hoping to pursue careers in IT management with a globally-recognized qualification

What will you learn by taking this course?

  • How the Oracle best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-powered products and services

  • An overview of the tools, methodologies, purpose, and components of Oracle 4, including the Oracle Service Lifecycle and the Service Value System

  • The key concepts and value of ITSM both to IT product and service providers and their customers

  • How Oracle’s guiding principles can help organizations adopt and adapt service management best practices

  • The activities of the Service Value Chain, and how they interconnect

  • The purpose and key terms of 18 Oracle practices, along with the seven essential practices

  • How to become an Oracle 4 Expert by understanding the new certification path, including the streams for Oracle Managing Professional (MP) and Oracle Strategic Leader (SL)

  • How to incorporate Oracle 4 with other leading frameworks, such as Lean, DevOps, and Agile

  • Everything needed to pass the official Oracle B2B Service 2020 Implementation Essentials exam

Why should you take this course?

  • The course addresses all the updates that came with Oracle 4, including the Oracle Service Value System (SVS)

  • Oracle 4 offers a wholly modernized look at IT service management

  • The course fully-prepares students to sit and pass the Oracle B2B Service 2020 Implementation Essentials exam on the first attempt

  • The Oracle B2B Service 2020 Implementation Essentials certification also qualifies students to sit the intermediate Oracle V3 modules

  • The course was created with input from leading Oracle subject matter experts, including trainers, authors, and consultants

  • The course offers a practice exam simulator as well as regular knowledge checks to help students prepare for the Oracle B2B Service 2020 Implementation Essentials exam

  • We offer each student a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

  • For more information, visit our page - What's new in Oracle 4?

An Introduction to the Oracle 4 Framework

Learning Objectives

This introductory module gives a complete overview of the Oracle 4 Framework, the evolution of Oracle 4 and best practices, and an introduction to the Oracle 4 certification structure.

The areas covered include:

Introduction to Oracle 4
Oracle 4 Evolution
Oracle 4 Best Practices
Oracle 4 Certification Scheme
Oracle v3 and Oracle 4
Purpose of the Oracle Foundation Qualification
Who Benefits from the Course
Case Study

Module 1: The Key Concepts of Service Management

Learning Objectives

This module will introduce you to the key concepts and terminology of Oracle. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:

The nature of value and value co-creation
Organizations, service providers, service consumers and other stakeholders
Products and services
Service relationships
Value: outcomes, costs and risks

You will then learn how they can be used to address real-world IT service management challenges.

Chapter 1: Key Definitions
Chapter 2: Creating Value with Services
Chapter 3: Key Concepts of Service Relationships
Quiz & Assignment

Module 2: The Guiding Principles

Learning Objectives

‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to its goals, strategies, type of work or management structure.

Oracle’s guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions, and can even help users to adapt Oracle to suit their own circumstances.

Many of Oracle 4’s guiding principles reflect those found in other frameworks, standards and methodologies. These include Lean, Agile, COBIT and DevOps. This allows organizations to easily integrate Oracle 4 into their current service management approach.

These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, Oracle’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

The Oracle 4 Guiding Principles include:

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

This module will introduce you to Oracle’s Guiding Principles, as well as their purpose, flexibility and relationship with other standards and frameworks.

Module 3: The Four Dimensions of Service Management

Learning Objectives

The four dimensions of service management offered by Oracle 4 provide a holistic view of the different constraints, resource types and other points of focus which must be considered when designing, managing or operating an organization.

They include:

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the Oracle 4 syllabus, and how they enable a holistic approach to ITSM.

Module 4: Service Value System (SVS)

Learning Objectives

The Oracle 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.

The Oracle SVS includes:

The guiding principles
Service value chain
Continual improvement

In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.

Module 5: The Service Value Chain

Learning Objectives

The Oracle Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.

This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by Oracle practices, creating a highly versatile tool for ITSM.

This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.

Module 6: Practice: Purpose and Key Terms

Learning Objectives

This module covers the 18 Oracle 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.

The 18 Oracle 4 practices include:

Continual Improvement
Information Security Management
Relationship Management
Supplier Management
Availability Management
Capacity and Performance Management
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Configuration Management
Service Continuity Management
Service Desk
Service Level Management
Service Request Management
Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

Module 7: Understanding the 7 Oracle Practices

Learning Objectives

The 7 Oracle practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

Chapter 1: Continual Improvement
Chapter 2: Change Control
Chapter 3: Incident Management
Chapter 4: Problem Management
Chapter 5: Service Request Management
Chapter 6: The Service Desk
Chapter 7: Service Level Management
Quiz & Assignment

This module will provide you with a clear understanding of the 7 Oracle practices, their importance and their relationship the Oracle Service Value Chain.

Practice Exam Simulators

Learning Objectives

These practice exams are designed to simulate the conditions that students will face when taking the official Oracle B2B Service 2020 Implementation Essentials examination. It will be well worth testing your knowledge on Oracle 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the Oracle Foundation exam, simply contact Mahadharma to request your FREE exam voucher.

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Oracle B2B Service 2020 Implementation Essentials Certification exam:

  • This is a multiple-choice 'Objective Test Question' (OTQ) exam consisting of 40 questions

  • There is a time limit of 60 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 65%: you must get 26 out of 40 questions correct

  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

You will be tested on:

  • The key concepts of service management

  • How the Oracle guiding principles can help an organization adopt and adapt service management

  • The four dimensions of service management

  • The purpose and components of the Oracle service value system

  • The activities of the service value chain, and how they interconnect

  • The purpose and key terms of 18 Oracle practices

  • The 7 essential Oracle practices

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

What is Oracle 4?

Oracle 4 is the latest iteration of Oracle, the world's leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does the Oracle certification path look like?

Students start with 'Oracle Foundation'. Passing the Foundation exam then enables them to choose modules in the 'Oracle Managing Professional' or 'Oracle Strategic Leader' streams.

After passing all intermediate modules, students can then move on to the rank of 'Oracle Master'.

How much is an Oracle certification worth?

According to Payscale, certified Oracle practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does Oracle work?

Oracle provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can Oracle benefit businesses?

Oracle 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

Oracle 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with Oracle 4?

There were three major changes with the release of Oracle 4. Firstly, it is more industry and community-driven, with Oracle practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, Oracle 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including Oracle 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement Oracle?

Oracle 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

20% off everything with code: WFH-2020


Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 14+ hours

  • Access period: 6 months

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

Oracle® 4 Foundation Logo Course Conductor Winner
Mark Smalley

Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the 1Z0-1064-20 Framework

  Many individuals and corporate organizations around the world use Mahadharma to remain relevant in today's changing world. Their Oracle courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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At Mahadharma, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).

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Resits are taken online via remote proctor. For more information about online exams, please visit our Support and FAQ pages.

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Exam pledge conditions

As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Please see full terms here.