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ITIL® 4 Foundation: Course Information

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The ITIL® (4) Foundation “Select” is a 3-day classroom room based on the exam specifications specified by AXELOS for the ITIL® (4) Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® (4) Foundation exam

Course Outline :

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
  • ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

  • Let’s Get to Know Each Other
  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
  • Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

  • Intent and Context
  • Identifying Guiding Principles
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • The Seven Guiding Principles
  • Applying the Guiding Principles
  • Exercise: Multiple-Choice Questions

  • Module 4: The Four Dimensions of Service Management

    • Intent and Context
    • The Four Dimensions
    • Key Terms Covered in the Module
    • The Four Dimensions and Service Value System
    • Module Learning Objectives
    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes
    • External Factors and Pestle Model
    • Exercise: Multiple-Choice Questions

    Module 5: The Service Value System

    • Intent and Context
    • Service Value System and Service Value Chain
    • Module Learning Objectives
    • Overview of Service Value System
    • Overview of the Service Value Chain
    • Exercise: Multiple-Choice Questions

    Module 6: Continual Improvement

    • Intent and Context
    • Key Terms Covered in the Module
    • Introduction to Continual Improvement
    • Module Learning Objectives
    • The Continual Improvement Model
    • Relationship between Continual Improvement and Guiding Principles
    • Exercise: Multiple-Choice Questions

    Module 7: The ITIL Practices

    • Intent and Context
    • ITIL Management Practices
    • Key Terms Covered in the Module
    • 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
    • Purpose of ITIL Practices

    Target Audience :

    The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:


    • IT Support Staff
    • IT Consultants
    • Business Managers
    • Business Process Owners
    • IT Developers
    • Service Providers
    • System Integrators

    Learning Objectives :

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


    • Understand the key concepts of ITIL service management.
    • Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
    • Understand the four dimensions of ITIL service management.
    • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.
    • Understand the key concepts of continual improvement.
    • Learn the various ITIL practices and how they contribute to value chain activities.

    Course Agenda :

    Day1

    Module 1 Course Introduction and Recap of ITIL 4 based on pre-course reading
    Module 2 Service Management: Key Concepts
    Module 3 The Guiding Principles
    Module 4 The Four Dimensions of Service Management


    Day2

    Module 5 The Service Value System - Part 1
    Module 5 The Service Value System - Part 2
    Module 6 Continual Improvement
    Module 7 The ITIL Practices – Part 1


    Day3

    Exam Preparation Guide/ Mock Exam
    Certification Exam


    Module 7 The ITIL Practices – Part 1