• - 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.