ITIL 4 Foundation

ITIL 4 Foundation Training outline

ITIL 4 Foundation 

Overview

• Introduction to IT Service Management (ITSM) based on the ITIL 4 framework
• Understanding modern IT service management concepts and best practices
• Explanation of the ITIL Service Value System (SVS) and Service Value Chain
• Introduction to key ITIL practices used in IT operations and service delivery
• Understanding how ITIL supports digital transformation and business alignment
• Preparation for the ITIL 4 Foundation certification exam

Training Objectives

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

• Understand the key concepts and terminology of ITIL 4
• Explain the principles and benefits of IT Service Management (ITSM)
• Understand the structure and components of the ITIL 4 framework
• Describe the ITIL Service Value System (SVS)
• Understand the ITIL guiding principles and their practical application
• Explain the activities within the Service Value Chain
• Identify the four dimensions of service management
• Understand key ITIL practices such as:
  • Incident Management
  • Problem Management
  • Change Enablement
  • Service Desk
  • Service Request Management
  • Continual Improvement

• Understand how ITIL improves service quality, efficiency, and customer satisfaction
• Prepare for the ITIL 4 Foundation certification examination

Training Outline

Module 1: Introduction to ITIL 4

• What is ITIL?
• Evolution of ITIL
• Benefits of ITIL framework
• IT Service Management (ITSM) concepts
• Value and value co-creation
• Organizations, service providers, consumers, and stakeholders

Module 2: Key Concepts of Service Management

• Services and products
• Utility and warranty
• Service relationships
• Service offerings
• Outcomes, costs, and risks
• Customer experience and value perception

Module 3: The Four Dimensions of Service Management

• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External factors affecting service management

Module 4: 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

Module 5: Service Value System (SVS)

• Overview of the Service Value System
• Governance
• Guiding principles
• Continual improvement
• Practices
• Service Value Chain
• Opportunities and demand

Module 6: Service Value Chain

• Plan
• Improve
• Engage
• Design and Transition
• Obtain/Build
• Deliver and Support
• Value streams and workflows

Module 7: ITIL Practices

General Management Practices

• Continual Improvement
• Information Security Management
• Relationship Management
• Supplier Management

Service Management Practices

• Incident Management
• Problem Management
• Service Request Management
• Change Enablement
• Service Desk
• Service Level Management
• Monitoring and Event Management
• Release Management
• Service Configuration Management

Technical Management Practices

• Deployment Management
• Infrastructure and Platform Management
• Software Development and Management

Module 8: Continual Improvement

• Continual improvement model
• Improvement opportunities
• Metrics and measurement
• Assessment and reporting

Module 9: ITIL 4 Practical Scenarios

• Real-world ITSM examples
• Incident handling scenarios
• Change management workflow examples
• Service desk operational scenarios
• Business alignment use cases

Module 10: Certification Preparation

• ITIL 4 Foundation exam structure
• Sample exam questions
• Exam tips and techniques
• Practice assessments and discussions