Instructorctclc admin
TypeOnsite Course
2 Days
Methods of Delivery
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With more than 1,500,000 certified professionals worldwide, ITIL® (IT Infrastructure Library®) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations. ITIL is fully compatible with ISO/IEC 20000, the first international service management standard for organizational certification and compliance.
This course provides IT leaders, management, and support staff with a comprehensive introduction to the core concepts of ITIL 4. It is designed to equip students with a practical understanding of ITIL 4 key concepts, principles, and practices that enable modern IT-enabled services in today’s digital economy.
This course is based on the latest ITIL 4 best-practice guidance and will prepare the attendee for the ITIL 4 Foundation exam normally given at its conclusion. Candidates who wish to acquire knowledge in the theory and practices of the ITIL 4 management framework.
This knowledge is also required if the candidate wishes to pursue any of the ITIL 4 certification schemes.

Course Objectives

Course Content

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After completing this course, you will know:

  • What ITIL is; how it fits into the service management framework; how it has evolved over the years; and about the ITIL service value system
  • The key concepts of ITIL service management, and how ITIL guiding principles can help an organization to adopt and adapt ITIL service management
  • The four dimensions of ITIL service management
  • The purpose and components of the ITIL service value system, the ITIL guiding principles, and governance
  • The activities of the service value chain, and how they interconnect, and the key concepts of continual improvement

Chapter 1: Introduction and Overview

• Introduction to ITIL 4?
• IT service management and ITIL
• What is ITIL and how has it evolved?
• The ITIL service value system (SVS)
• The four dimensions model
• Case study discussion
• Chapter 1 Review Questions

Chapter 2: Key Concepts of Service Management

• Value and value creation
• Organizations, service providers, service consumers, and other stakeholders
• Products, services, and service relationships
• More about value—outcome, cost, and risk
• Case study discussion
• Chapter 2 Review Questions

Chapter 3: Four Dimensions of Service Management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Case study discussion
• Chapter 3 Review Questions

Chapter 4: The ITIL Service Value System

• Overview of the service value system
• Opportunity, demand, and value
• ITIL guiding principles
• Governance
• Service value chain
• Continual improvement
• Case study discussion
• Chapter 4 Review Questions

Chapter 5: The Service Value Chain

• Introduction to the service value chain
• The purposes, inputs, and outputs of value chain activities
• Continual improvement
• Case study discussion
• Chapter 5 Review Questions

Chapter 6: ITIL Management Practices

• Introduction to the practices
• General management practices
• Service management practices
• Technical management practices
• Case study discussion
• Chapter 6 Review Questions


ITIL Foundation v 4.0