This course is designed to equip participants with the foundational knowledge required to understand and apply the ITIL® 4 framework in IT service management environments.

Participants will learn the key concepts of ITIL® 4, including value creation, service relationships, guiding principles, the four dimensions of service management, the service value system, service value chain, and selected ITIL practices. The course also introduces how ITIL® 4 supports digital service management, customer experience, collaboration, and continual improvement.

Through structured learning, practical examples, and exam-focused guidance, participants will gain the confidence to understand ITIL® 4 best practices, support service improvement initiatives, and prepare for the ITIL® 4 Foundation certification exam.

This course is suitable for individuals who want to understand IT service management and the ITIL® 4 framework at a foundational level.

It is especially suitable for:

• IT service management professionals
• IT support staff
• Service desk teams
• IT operations teams
• Project managers
• Business analysts
• Process improvement teams
• IT managers and team leaders
• Professionals preparing for the ITIL® 4 Foundation certification exam

Participants do not need prior ITIL certification or service management experience to attend this course.

Before attending this course, participants are recommended to have:

• Basic understanding of IT services and technology-enabled business operations
• General awareness of service delivery, support, or operations processes
• Interest in service management, process improvement, and digital transformation
• Basic workplace experience in IT or business service environments is helpful but not mandatory

At the end of this course, participants will be able to:

• Understand key ITIL® 4 concepts, terminology, and service management principles
• Explain the ITIL® service value system, service value chain, and four dimensions of service management
• Describe how ITIL® guiding principles and practices support value creation and service improvement
• Apply ITIL® 4 concepts to support IT service delivery, operations, and continual improvement
• Prepare for the ITIL® 4 Foundation certification exam

• Introduction to ITIL® 4 and modern IT service management
• Understanding value, services, service relationships, outcomes, costs, and risks
• Exploring the four dimensions of service management and the ITIL® service value system
• Understanding ITIL® guiding principles and how they support decision-making
• Overview of the service value chain and continual improvement model
• Introduction to key ITIL® practices for service delivery, support, operations, and improvement
• Reviewing key ITIL® 4 Foundation exam focus areas and preparing for certification