ITIL® 4 Foundation (exam included)

There are no formal prerequisites for this course

ITIL® has led the IT Service Management industry with guidance, training and certification programs for over 30 years. ITIL® 4 brings ITIL® up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

Key Concepts of Service Management

• Value and value co-creation
• Organizations, service providers, service consumers and other stakeholders
• Products and services
• Service relationships
• Value: outcome, costs and risks

The Four Dimensions of Service Management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

The ITIL® 4 Service Value System

• Opportunity, demand and value
• The ITIL guiding principles
• Governance
• Service value chain
• Practices
• Continual improvement

The ITIL® 4 Management Practices

• General practices
• Service management practices
• Technical practices

Mock Exam

Classroom Courses