Our ITIL® Foundation Course covers all the fundamental knowledge to manage the IT infrastructure in the organisation and provides learners with a detailed understanding of different methods, framework, and principles of ITIL®. The delegates will gain knowledge about the ITIL® service value system, technical management practices, dimensions of service management, and concepts of service management. This ITIL® Foundation Course will help the them to support their organisation to increase the authenticity and security of information with IT infrastructure and increase customer and stakeholder’s confidence.

The ITIL 4 Foundation Certification Course is designed for anyone working in IT looking for IT Service Management education and an understanding of how to provide business value. Also, anyone who is looking to upgrade their ITIL v3 certification and knowledge.

3-5 Days

24-40 Hours

Module 1: Understand the key concepts of service management

• Recall the Definition
• Service
• Utility
• Warranty
• Customer
• User
• Service management
• Sponsor
• Describe key concepts of creating value with services
• Cost
• Value
• Organization
• Outcome
• Output
• Risk
• Utility
• Warranty
• Describe key concepts of service relationships
• Service offering
• Service relationship management
• Service provision
• Service consumption

Module 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management

Describe the nature, use and interaction of the guiding principles

Explain the use of the guiding principles

• Focus on
• 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 3: Understand the four dimensions of service management

• Describe the four dimensions of service management
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

Module 4: Understand the purpose and components of the ITIL service value system

• Describe the ITIL service value system
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

Module 5: Understand the activities of the service value chain, and how they interconnect

• Describe the interconnected nature of the service value chain and how this supports value streams
• Describe the purpose of each value chain activity
• Plan
• Improve
• Engage
• Design & transition
• Obtain/build
• Deliver & support

Module 6: Know the purpose and key terms of 15 ITIL practices

• Recall the purpose of the following 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
• o Problem management
• Service request management
• Service desk
• Service level management
• Recall definitions of the following ITIL terms:
• IT asset
• Event
• Configuration item
• Change
• Incident
• Problem
• Known error

Module 7: Understand 7 ITIL practices

• Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
• Continual improvement including:
• The continual improvement model
• Change enablement
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management