• - 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.