ITIL® 4 Foundation

Connecting ITIL Principles to Real-World Practice

The ITIL 4 Foundation training introduces the essentials of IT service management by building on established ITIL practices and adapting them to the digital era. Learners explore service delivery models that support business goals and see how guiding principles connect with practices to create value. The ITIL 4 service value system provides a clear view of how activities link together to deliver consistent results. Real-world case studies and interactive exercises ensure participants are prepared for both certification and workplace application.

Sunday, May 3-5
Certification Exam Included
$2,499

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Build a Strong Foundation in ITIL 4 to Drive Digital Transformation

What You’ll Learn in This Hands-On ITIL Training

Understand the key concepts of ITIL service management and continual improvement.
Understand how ITIL guiding principles can help an organization to adopt and adapt 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.

Who Should Attend

IT professionals who want an understanding of the service lifecycle and processes and are interested in IT service management
IT staff who are actively involved in providing and supporting IT services or who have an interest in IT service management best practices
Individuals preparing for the ITIL Foundation certification exam

Course Includes

Instruction, and online certification exam.

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
Case Study: Axle Car Hire
Case Study: Meet the Key People at Axle
Case Study: The CIOs Vision for Axle
Exam Details
ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

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: 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
Module Learning Objectives
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
Exercise: Crossword Puzzle

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