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ITIL® 4 Foundation

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Course Overview

The ITIL® 4 Foundation course is a comprehensive training program designed to acquaint learners with the latest advancements in IT Service Management (ITSM) best practices. Its primary aim is to furnish participants with a solid understanding of the ITIL® framework and its potential for elevating the quality of IT service management within any organization. Throughout the course, participants will delve into essential concepts such as value co-creation, service relationships, and the guiding principles essential for effective service management. The curriculum is meticulously structured to facilitate comprehension of the four dimensions of service management, the ITIL® service value system, and the significance of continual improvement. Through engaging case studies like Axle Car Hire, students will witness firsthand applications of ITIL® practices in real-world scenarios. Moreover, the course meticulously prepares individuals for the ITIL® 4 Foundation exam, which, upon successful completion, serves as a validation of their proficiency in the framework. This certification holds substantial value for IT professionals aiming to align their expertise with industry benchmarks and play a pivotal role in shaping their organizations’ service management strategies.

Target Audiance

  • IT Service Managers
  • IT Directors and Executives
  • IT Support Staff
  • IT Consultants
  • Quality Analysts
  • Process Owners
  • IT Developers
  • System Integrators
  • Service Providers
  • Application Managers
  • Product Owners
  • Business Relationship Managers

Schedule Dates

ITIL® 4 Foundation
30 September 2024 - 04 October 2024
ITIL® 4 Foundation
30 December 2024 - 03 January 2025
ITIL® 4 Foundation
31 March 2025 - 04 April 2025
ITIL® 4 Foundation
07 July 2025 - 11 July 2025

Course Content

  • Course Overview
  • Course Learning Objectives
  • Course Structure
  • Introduction to IT Service Management in the Modern World
  • Structure and Benefits of ITIL® 4
  • Case Study: Axle CarHire
  • Exam Details

  • Intent and Context
  • Value and Value Co-Creation
  • Value: Services, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs and Risks

  • Identifying Guiding Principles
  • Topics Covered
  • The Seven Guiding Principles
  • Applying the Guiding Principles

  • The Four Dimensions
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and the Pestle Mode

  • Overview of Service Value System
  • Overview of the Service Value Chain

  • Introduction to ContinualImprovement
  • The Continual Improvement Model
  • Relationship between Continual Improvement and Guiding Principles

  • Purpose of ITIL® Practices
  • The Continual Improvement Practice
  • The Change Control Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practic


The ITIL® 4 Foundation course is a comprehensive program designed to introduce participants to the latest IT Service Management (ITSM) best practices outlined in the ITIL® framework. It provides a fundamental understanding of key concepts, principles, and processes essential for effective service management within organizations.

This course is ideal for IT professionals, managers, team leaders, and anyone involved in delivering, supporting, or managing IT services. It’s also beneficial for individuals seeking to enhance their understanding of ITSM practices or preparing for roles in IT service management.

There are no mandatory prerequisites for taking the ITIL® 4 Foundation course. It is open to anyone interested in learning about IT service management best practices. However, a basic understanding of IT concepts and terminology would be advantageous.

The course covers a wide range of topics including the ITIL® service value system, service relationships, value co-creation, guiding principles, four dimensions of service management (organizations and people, information and technology, partners and suppliers, value streams and processes), and continual improvement.

Completing the ITIL® 4 Foundation course equips participants with a globally recognized certification that validates their knowledge of ITSM best practices. It enhances career prospects, improves job performance, and enables individuals to contribute effectively to their organization’s service management strategies.

Participants can prepare for the exam by attending the course sessions, reviewing course materials, practicing sample questions, and utilizing supplementary study resources such as ITIL® textbooks and online tutorials.

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