INSTRUCTOR
STUDENT
GUIDE
Audience profile
The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps
in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to
learn about ITIL 4. This course and the related certification can be beneficial for the following roles:
IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators
Prerequisites
None, although a familiarity with IT service delivery will be beneficial.
Course Objectives
At the end of this course, participants will be able to:
Understand the key concepts of ITIL service management.
Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
Understand the four dimensions of ITIL service management.
Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and
how they interconnect.
Understand the key concepts of continual improvement.
Learn the various ITIL practices and how they contribute to value chain activities
Course Content
Module 1: Course Introduction
Let’s Get to Know Each Other
Course Overview
Course Learning Objectives
Course Structure
Course Agenda
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Case Study: Axle Car Hire
Case Study: The CIOs Vision for Axle
Exam Details
Module 2: Service Management: Key Concepts
Value and Value Co-Creation
Value: Service, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks
Module 3: The Guiding Principles
The Seven Guiding Principles
Applying the Guiding Principles
Module 4: The Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model
Module 5: Service Value System
Overview of Service Value System
Overview of the Service Value Chain
Module 6: Continual Improvement
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Module 7: Overview of ITIL Practices
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 Practice
