Hamburger Icon

ITILⓇ 4 Foundations

ITIL® is a registered trademark of AXELOS Limited

Course Summary

This instructor-led course offers a comprehensive look at ITIL® 4 Foundations and covers essential service management principles. It delves into key concepts such as service, utility, warranty, and customer relations, providing a deep understanding of how to create value through services by exploring cost, value, risk, and service relationships. The course covers the four dimensions of service management—organizations and people, information and technology, partners and suppliers, and value streams and processes. Participants gain insight into ITIL®'s guiding principles and the service value system, which includes governance, the service value chain, and critical ITIL® practices. This course prepares participants to excel in ITIL® management practices and to successfully pass the ITIL® 4 Foundations Exam.

NOTE: PeopleCert requires all providers to sell exam vouchers with accompanying Digital Core Guidance eBooks and OTMs (where applicable) with any associated content or certification prep prior to course attendance. Pluralsight requires the up-front purchase of an ITIL® 4 exam voucher in order to attend this course.

Course Material: ITIL® OTM (Official Training Material)

THIS COURSE IS NOT ELIGIBLE FOR TRAINING BUNDLES.

Purpose
Learn ITIL® management processes and prepare for the ITIL 4 Foundations Exam.
Audience
Anyone looking to attain ITIL® 4 Foundations certification
Role
Developers | IT and Technical Support Staff | Technical Managers
Skill level
Introduction
Style
Lecture | Hands-on Activities | Labs
Duration
3 days
Related technologies
ITSM

 

Course objectives

The course will help you 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

What you'll learn:

In this ITIL® 4 Foundations course, you'll learn:

Introduction to Service Management

  • What is Service Management?
  • Key concepts
    • Service
    • Utility
    • Warranty
    • Customer
    • User
    • Service management
    • Sponsor

Creating Value with Services

  • Understanding Value in Service Management
    • Cost
    • Value
    • Organization
    • Outcome
    • Output
    • Risk
    • Utility
    • Warranty
  • Service Relationships
    • Service offering
    • Service relationship management
    • Service provision
    • Service consumption

Four Dimensions of Service Management

  • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes

ITIL® Guiding Principles

  • Nature, Use, and Interaction of the Guiding Principles
  • Using the 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

ITIL® Service Value System

  • Overview of the Service Value System
  • Core Components
    • Guiding Principles
    • Governance
    • Service Value Chain
    • Practices

Service Value Chain

  • Overview of the Interconnected Nature of the Service Value Chain
  • Service Value Chain Activities
    • Plan
    • Improve
    • Engage
    • Design & Transition
    • Obtain/Build
    • Deliver & Support

ITIL® Management Practices

  • Key ITIL® Terms and Concepts
    • IT asset
    • Event
    • Configuration item
    • Change
    • Incident
    • Problem
    • Known error
  • ITIL® Practices
    • Information security management
    • Relationship management
    • Supplier management
    • IT asset management
    • Monitoring and event management
    • Release management
    • Service configuration management
    • Deployment management
    • Continual improvement
    • Change enablement
    • Incident management
    • Problem management
    • Service request management
    • Service desk
    • Service level management

Detailed ITIL® Practices

  • Continual Improvement
  • Change Enablement
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management

Dive in and learn more

When transforming your workforce, it’s important to have expert advice and tailored solutions. We can help. Tell us your unique needs and we'll explore ways to address them.

Let's chat

By filling out this form and clicking submit, you acknowledge our privacy policy.