ITIL VERSION4

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