ITIL® 4 Foundation

COURSE DESCRIPTION

Duration: 2–3 Days
Level: Foundation
Mode: Online (Instructor-Led) | Offline (Classroom)
Certification: ITIL® 4 Foundation (AXELOS)

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📘 Course Overview

The ITIL® 4 Foundation course introduces learners to the ITIL 4 service management framework, providing a comprehensive understanding of how modern IT-enabled services are designed, delivered, operated, and continually improved.

ITIL 4 aligns IT service management with Agile, DevOps, and Lean practices, helping organizations improve service quality, customer satisfaction, and business value.

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🎯 Learning Objectives

By the end of this course, participants will be able to:

• Understand key ITIL 4 concepts, principles, and terminology

• Explain the ITIL Service Value System (SVS)

• Describe the Four Dimensions of Service Management

• Understand the Service Value Chain

• Learn the purpose of ITIL practices

• Prepare for the ITIL® 4 Foundation certification exam

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👥 Target Audience

• IT Professionals & Support Staff

• Service Desk Analysts

• IT Managers & Team Leads

• Project Managers

• Business Managers

• Anyone involved in IT service delivery

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🧠 Prerequisites

• No formal prerequisites

• Basic understanding of IT services is helpful but not required

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🗂️ Detailed Course Outline

Module 1 – Introduction to ITIL® 4

• What is ITIL and why it matters

• Evolution from ITIL v3 to ITIL 4

• Key concepts of service management

• Value, outcomes, costs, and risks

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Module 2 – Key Concepts of Service Management

• Services and service relationships

• Service offerings

• Value co-creation

• Stakeholders and customers

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Module 3 – The Four Dimensions of Service Management

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

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Module 4 – ITIL Service Value System (SVS)

• Overview of the Service Value System

• Governance

• Continual Improvement model

• Service Value Chain

• ITIL practices and guiding principles

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Module 5 – ITIL 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

• Optimize and automate

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Module 6 – Service Value Chain Activities

• Plan

• Improve

• Engage

• Design & Transition

• Obtain/Build

• Deliver & Support

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Module 7 – ITIL Practices Overview

General Management Practices

• Continual Improvement

• Information Security Management

• Relationship Management

• Supplier Management

Service Management Practices

• Incident Management

• Problem Management

• Change Enablement

• Service Desk

• Service Level Management

Technical Management Practices

• Deployment Management

• Infrastructure & Platform Management

• Software Development & Management

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Module 8 – Continual Improvement

• Continual Improvement model

• Measuring and reporting

• Improvement register

• Organizational maturity

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Module 9 – Certification Exam Preparation

• ITIL® 4 Foundation exam format

• Sample questions and practice tests

• Exam tips and strategies

• Key terminology review

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📝 Certification Exam Details

• Exam Name: ITIL® 4 Foundation

• Format: Multiple Choice

• Questions: 40

• Duration: 60 minutes

• Passing Score: 65% (26/40)

• Delivery: Online (PeopleCert)

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📌 Course Summary

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