ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance quality of IT service management within an organization. The certification also applies to IT professionals who work within and organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme
ITIL 4 continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with, and leads the wider business strategy.
ITIL 4 Foundation enables candidates to look at IT Service Management
through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. ITIL 4 Foundation equips candidates with:
A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
ITIL 4 Foundation equips candidates with:
-A holistic approach to the facilitation of co-creation of value with
customers and other stakeholders in the form of products and services
-The guiding principles of ITIL 4
-The four dimensions of Service Management
-Key concepts from Lean, Agile, DevOps, and why these are
important to deliver business value
-How ITIL practices described in ITIL 4 will maintain the value and
importance provided by the current ITIL processes, whilst at the same
time expand to be integrated to different areas of service
management and IT, from demand to value.
Course Agenda (Duration 3 days)
Day 1:
Module 1: Course Introduction
Let’s get to know each other
Course overview
Course learning objectives
Course structure
Course agenda
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and Benefits of ITIL 4
Exam details
Summary key points
Module 2: Service Management Key Concepts
Intent and Context
Key terms covered in the module
Module learning objectives
Value and Value Co-Creation
Value: Services, Products, and Resources
Service Relationships
Value: Outcomes, Costs and Risks
Module Summary
Day 2:
Module 3: The Guiding Principles
Intent and Context
Identifying Guiding Principles
Key terms covered in the module
Module learning objectives
Topics Covered
The Seven Guiding Principles
Applying the Guiding Principles
Summary Key Points
Module 4: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Organizations and People
Information and Technology
Partners and Suppliers
Value Stream and Processes
External Factors and the Pestle Model
Module Summary
Module 5: Service Value System
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Overview of Service Value System
Overview of the Service Value Chain
Module Summary
Day 3:
Module 6: Continual Improvement
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Summary Key Points
Module 7: Overview of ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Purpose of ITIL Practices
The Continual Improvement Practice
The Change Control Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Practice
The Service Level Management Practice
Module Summary
Module 8: More on the ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
The Practices
Module Summary