Course Overview
The ITIL® 4 Foundation – IT Service Management Certification course provides a comprehensive introduction to modern IT Service Management (ITSM) and prepares participants for the internationally recognized ITIL® 4 Foundation Certification.
ITIL 4 introduces a modern operating model for delivering technology-enabled products and services through the Service Value System (SVS). It enables organizations to create value by integrating people, processes, partners, and technology while embracing modern ways of working such as Agile, Lean, DevOps, and continual improvement.
This instructor-led course explains the evolution from ITIL v3 to ITIL 4, helping learners understand how traditional IT service management practices map to the new Service Value System. Participants will gain a solid understanding of the ITIL Guiding Principles, Service Value Chain, Four Dimensions of Service Management, Governance, Continual Improvement, and the ITIL Management Practices required to deliver high-quality IT services.
Upon completion, participants will have the knowledge and confidence to successfully attempt the ITIL® 4 Foundation certification exam and apply ITIL best practices within their organizations.
Course Objective
Upon successful completion of this course, participants will be able to:
- Understand the key concepts and terminology of modern IT Service Management (ITSM).
- Explain how ITIL 4 enables organizations to co-create business value through effective service management.
- Describe the seven ITIL Guiding Principles and apply them to real-world service management scenarios.
- Understand the components of the ITIL Service Value System (SVS) and how they work together.
- Explain the activities of the Service Value Chain and their role in value creation.
- Understand the Four Dimensions of Service Management and their importance in delivering quality services.
- Identify the purpose of the ITIL management practices and understand the seven key practices in greater detail.
- Understand how Agile, Lean, DevOps, and Organizational Change Management complement ITIL 4.
- Prepare confidently for the ITIL® 4 Foundation certification examination.
Pre-requisites
There are no mandatory prerequisites for attending this course.
However, participants will benefit from:
- Basic understanding of IT services and business processes.
- Familiarity with IT environments and service delivery concepts.
- Experience working in IT support, operations, or service management is advantageous but not required.
- Good understanding of the English language for training and certification.
Course Curriculum
- Evolution of IT Service Management
- Overview of ITIL Framework
- Transition from ITIL v3 to ITIL 4
- Benefits of ITIL adoption
- Digital transformation and business value
- Value and value co-creation
- Organizations, service providers, consumers, and stakeholders
- Products and services
- Service relationships
- Utility and warranty
- Costs, risks, and outcomes
- 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
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- Purpose of the Service Value System
- Governance
- Guiding Principles
- Continual Improvement
- Service Value Chain
- ITIL Practices
Understanding each Service Value Chain activity:
- Plan
- Improve
- Engage
- Design and Transition
- Obtain / Build
- Deliver and Support
Understanding how these activities interact to deliver business value.
Overview of the ITIL management practices:
- Information Security Management
- Relationship Management
- Supplier Management
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
- Deployment Management
- Continual Improvement
- Change Enablement (formerly Change Control)
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
Detailed study of the Foundation practices:
Continual Improvement
- Improvement model
- Measuring success
- Continual learning
Change Enablement
- Standard, normal, and emergency changes
- Risk assessment
- Change authorization
Incident Management
- Incident lifecycle
- Prioritization
- Restoration of service
Problem Management
- Root cause analysis
- Known errors
- Preventive actions
Service Request Management
- Service request lifecycle
- Request fulfilment
- Standard service requests
Service Desk
- Single point of contact
- User support
- Communication and escalation
Service Level Management
- Service Level Agreements (SLAs)
- Performance monitoring
- Customer satisfaction
- Agile and ITIL
- Lean principles
- DevOps integration
- Organizational Change Management
- Continual Value Improvement
- Foundation examination overview
- Sample questions
- Exam strategies
- Review of key concepts
- Final assessment
