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ITIL® 4 Foundation

Course Length: 3 days

Note: ITIL 4 Foundation is scheduled for release Q1 2019.

There is a large amount of new material in ITIL 4 Foundations therefore a new single exam is required to assess end learner’s knowledge of the new ITIL 4 Foundations guidance.

If a candidate has taken ITIL v3 Foundation, then the recommended approach is to take ITIL 4 Foundations in order to be able to transitions to the new scheme.

Course Description

ITIL® is the world’s leading best practice framework for implementing IT Service Management. Organizations use ITIL to plan, implement, support and improve services and create value for their customers. In this course you will learn the Foundational knowledge and skills for adopting and adapting best practices for ITSM in your organization.

Target Student:

This course is designed for anyone who would like a foundational understanding of IT Service Management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for ITIL 4 Foundation exam.


To ensure your success in this course, end-user level computer and networking skills are required. You can obtain this level of skills and knowledge by taking the following courses:

  • Using Microsoft® Windows® 10 or any similar introductory course

Some level of work experience in IT service support or IT service delivery is highly recommended.


Course Content

Lesson 1: ITIL 4 Overview

  • Topic A: Structured Benefits
  • Topic B: The Service Value System
  • Topic C: Four Dimensions of Service Management

Lesson 2: Key Concepts of ITIL

  • Topic A: What is Service Management?
  • Topic B: Service Relationships
  • Topic C: Creating Value

Lesson 3: The Four Dimensions of Service Management

  • Topic A: A Holistic Approach to Value Delivery
  • Topic B: Organizations and People
  • Topic C: Informational Technology
  • Topic D: Partners and Suppliers
  • Topic E: Value Streams and Processes
  • Topic F: External Factors

Lesson 4: The ITIL Service Value System (SVS)

  • Topic A: Guiding Principles
  • Topic B: Governance
  • Topic C: Service Value Chain
  • Topic D: Practices
  • Topic E: Continual Improvement

Lesson 5: The ITIL Guiding Principles

  • Topic A: Focus on Value
  • Topic B: Start Where You Are
  • Topic C: Progress Iteratively with Feedback
  • Topic D: Collaborate and Promote Visibility
  • Topic E: Think and Work Holistically
  • Topic F: Keep It Simple and Practical
  • Topic G: Optimize and Automate
  • Topic H: Principle Interaction

Lesson 6: Governance

  • Topic A: Governing Bodies
  • Topic B: Governance Activities
  • Topic C: The Role of Governance in the SVS

Lesson 7: The Service Value Chain

  • Topic A: Plan
  • Topic B: Improve
  • Topic C: Engage
  • Topic D: Design and Transition
  • Topic E: Obtain and Build
  • Topic F: Deliver and Support

Lesson 8: Continual Improvement

  • Topic A: The Model, the Value Chain, and Practice
  • Topic B: Continual Improvement Model
  • Topic C: Continual Improvement and the Guiding Principles
  • Topic D: Theory of Constraints

Lesson 9: Key ITIL Practices

  • Topic A: Introduction to ITIL Practices
  • Topic B: Continual Improvement
  • Topic C: Service Level Management
  • Topic D: Change Control
  • Topic E: Incident Management
  • Topic F: Service Request Management
  • Topic G: Service Desk
  • Topic H: Problem Management

Lesson 10: Other ITIL Practices

  • Topic A: General Management Practices
  • Topic B: Service Management Practices
  • Topic C: Technical Management Practices

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