ITIL 4 Foundation (ENGLISH)

The ITIL 4 Foundation course provides a comprehensive introduction to the ITIL framework, the global best practice for IT Service Management. Explore the core concepts, including the Service Value System (SVS), the four dimensions of service management, and the guiding principles.

Understand how ITIL 4 integrates with modern ways of working like Agile, DevOps, and Lean to facilitate value co-creation. This course covers the key ITIL practices and prepares you thoroughly for the official ITIL 4 Foundation certification exam, equipping you with the essential knowledge to improve IT services and organizational performance.

Download the ITIL®4 Foundation (ENGLISH) Syllabus (PDF, 236KB)

Course Objectives
The course provides a comprehensive understanding of the ITIL 4 framework and its approach to service management. The content covers the concepts of value creation, service relationships, service management principles, organizational dimensions and the Service Value System. It also addresses the structure and purpose of the Service Value Chain and the role of selected ITIL practices in supporting the delivery, operation and continual improvement of IT-enabled services.

What You Will Learn
Upon completion of the course, the participant will be able to:

• Understand the key concepts of service management defined in ITIL 4
• Interpret the concepts of value, utility, warranty, outcomes, costs and risks within service delivery
• Explain the structure and purpose of the Service Value System (SVS)
• Describe the components and activities of the Service Value Chain
• Understand the Four Dimensions of Service Management and their interrelationships
• Interpret the ITIL 4 guiding principles and their application within service management activities
• Identify the roles and interactions involved in service relationships
• Understand the purpose and scope of the key ITIL 4 management practices
• Describe how ITIL 4 aligns with modern ways of working, including Agile, Lean and DevOps
• Apply ITIL 4 terminology and concepts in service management contexts

Target Audience
IT service management professionals.
Service desk and technical support personnel.
System, infrastructure and operations administrators.
IT managers and service delivery coordinators.
Professionals involved in governance, process improvement and service management initiatives.

Level of Experience Required
No prior ITIL certification is required.
Basic familiarity with IT services, technical support, infrastructure operations or service management environments is recommended.