ITIL & Service Management
ITIL® 4 Foundation
Build a solid grounding in ITIL 4, the widely adopted framework for managing IT services.
3 daysFoundation6 modulesITIL® 4 Foundation
About this course
Build a solid grounding in ITIL 4, the widely adopted framework for managing IT services. Over three days you will learn the ITIL framework, guiding principles, service value system and key practices, preparing for the ITIL 4 Foundation exam.
Curriculum
6 modules
- Our ITIL 4 Foundation training course is divided into six key areas that build your knowledge from the ground up:
- ITIL 4 Overview
- The ITIL Framework
- The ITIL Guiding Principles
- The ITIL Service Value System (SVS)
- Key Practices for ITIL
- Other ITIL Practices
- ITIL 4 Overview Get introduced to the fundamentals of ITIL 4 and explore the key concepts that form the foundation of IT service management. You'll learn the basic terminology and understand how ITIL helps organizations deliver better IT services.
- Lesson 1: Introduction to ITIL 4
- Lesson 2: Key Concepts
- Discover how the four dimensions of service management work together and explore the ITIL Service Value System. You'll learn how these components help organizations create value through IT services.
- Lesson 3: The Four Dimensions of Service Management
- Lesson 4: The ITIL Service Value System
- Learn the seven guiding principles that help organizations make better decisions about their IT services. From focusing on value to keeping things simple and practical, you'll understand how these principles guide service improvement and digital transformation.
- Lesson 5: Focus on Value
- Lesson 6: Start Where You Are
- Lesson 7: Progressive Iteratively with Feedback
- Lesson 8: Collaborate and Promote Visibility
- Lesson 9: Think and Work Holistically
- Lesson 10: Keep It Simple and Practical
- Lesson 11: Optimize and Automate
- Master the core components of ITIL's Service Value System. You'll learn about governance, the service value chain, and how continuous improvement helps organizations adapt and evolve their IT services.
- Lesson 12: Governance
- Lesson 13: The Service Value of Chain
- Lesson 14: Continual Improvement
- Explore essential ITIL practices including service desk operations, incident management, and problem management. You'll learn practical approaches to handling IT service requests, managing changes, and improving service levels.
- Lesson 15: Continual Improvement
- Lesson 16: Service Level Management
- Lesson 17: Change Control
- Lesson 18: Incident Management
- Lesson 19: Service Request Management
- Lesson 20: Service Desk
- Lesson 21: Problem Management
- Round out your knowledge with additional ITIL practices across general management, service management, and technical management areas. You'll understand how these practices work together to deliver effective IT services.
- Lesson 22: General Management Practices
- Lesson 23: Service Management Practices
- Lesson 24: Technical Management Practices
Who it's for
IT staff, service desk teams, managers and anyone in IT services.
Before you start
No formal prerequisites. Bring curiosity and a willingness to practise.
Prepares for
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