ITIL Foundation V4 is a certification level that proves proficiency in ITIL, a set of practices for IT service management. ITIL was developed to provide a framework for the design and governance of high-quality IT services. ITIL Foundation gives professionals a basic understanding of the ITIL framework and its life cycle.

Features of ITIL V4:

ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services.

ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL 4 journey or people looking to update their existing ITIL knowledge.

The course will help you to understand:

  • how modern IT and digital service organizations operate
  • how value streams increase speed and efficiency
  • how cultural or behavioural principles guide work that benefits the wider organization
  • how to use commonly-used service management terms and concepts

Course Outline

Module 1: Introduction

  • IT Service Management in the Modern World
  • About ITIL® 4
  • Structure of ITIL® 4

Module 2: Key Concepts of Service Management

  • What is Service Management?
  • Value and Value Co-Creation
  • Organisations
  • Service Providers
  • Service Consumers
  • Stakeholders
  • Products and Services
  • Service Offerings
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
  • Utility and Warranty

Module 3: Four Dimensions of Service Management

  • Introduction
  • Four Dimensions Model
  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors

Module 4: ITIL® Service Value System

  • Service Value System (SVS)
  • Silos

Module 5: ITIL® Guiding Principles

  • Guiding principles
  • Seven Guiding Principles
  • Focus on value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and work holistically
  • Keep It Simple and Practical
  • Optimise and Automate
  • Interaction Between Principles

Module 6: Service Value Chain

  • Value Chain Activities
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain or Build
  • Deliver and Support

Module 7: Management Practices

  • Introduction to Management Practices
  • ITSM and High-Velocity Service Management
  • General Management Practices
  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management

Module 8: Service Management Practices

  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Desk
  • Service Level Management
  • Service Request Management

Module 9: Technical Management Practices

  • Deployment Management