Course Objectives
- Understand the key concepts of ITIL service
- Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
- Understand the four dimensions of ITIL service
- Understand the purpose and components of the service value system, and activities of the service value chain, and how they interconnect.
- Understand the key concepts of continual
- Learn the various practices and how they contribute to value chain
Course Content
This ITIL 4 Fundamentals course is designed according to the AXELOS exam specifications, ensuring comprehensive coverage of the key concepts of IT service management. Participants will learn about the core elements, including the Service Value System (SVS), Service Value Chain, and the Guiding Principles that underpin the framework. The curriculum is structured to provide a solid understanding of how to manage and deliver quality IT services in a rapidly changing business environment.
During the course, attendees will engage with interactive sessions and case studies, such as the “Axle Car Hire” scenario. This real-world example helps participants understand the practical applications, enabling them to relate theoretical knowledge to their own work environments. Through the lens of the Axle Car Hire case study, learners explore the guiding principles, service value streams, and various practices used to address common business challenges.
In addition to classroom instruction, the course offers a variety of supplementary learning tools, including pre-course reading materials, quick reference cards, and post-course resources. These tools enhance the learning experience by providing additional context and insights into the ITIL framework. The focus is on delivering a rich, engaging learning journey that equips participants with the skills and knowledge required to pass the exam confidently.
After completing the Foundation course, consider exploring our advanced ITSM training programs, such as ITIL Managing Professional, or courses on Agile Service Management to further enhance your expertise in service management frameworks.
Who should attend
This course 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
- Anyone working in a Devops team
Prerequisites
None, although a familiarity with IT service delivery will be beneficial.
Module 1: Course Introduction
- Introduction to IT Service Management in the Modern World
- Introduction to ITIL 4
- Structure and Benefits of ITIL 4
- Case Study: Axle Car Hire
- Case Study: Meet the Key People at Axle
- Case Study: The CIOs Vision for Axle
- Exam Details
- ITIL 4 Certification Scheme
Module 2: Service Management: Key Concepts
- Key Terms Covered in the Module
- Value and Value Co-Creation
- Value: Service, Products, and Resources
- Service Relationships
- Value: Outcomes, Costs, and Risks
- Exercise: Multiple-Choice Questions
Module 3: The Guiding Principles
- Identifying Guiding Principles
- Key Terms Covered in the Module
- The Seven Guiding Principles
- Applying the Guiding Principles
- Exercise: Multiple-Choice Questions
Module 4: The Four Dimensions of Service Management
- The Four Dimensions
- The Four Dimensions and Service Value System
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors and PESTLE Model
- Exercise: Multiple-Choice Questions
Module 5: Service Value System
- Service Value System and Service Value Chain
- Overview of Service Value System
- Overview of the Service Value Chain
- Exercise: Multiple-Choice Questions
Module 6: Continual Improvement
- Introduction to Continual Improvement
- The Continual Improvement Model
- Relationship between Continual Improvement and Guiding Principles
- Exercise: Multiple-Choice Questions
Module 7: The ITIL Practices
- ITIL Management Practices
- The Continual Improvement Practice
- The Change Enablement Practice
- The Incident Management Practice
- The Problem Management Practice
- The Service Request Management Practice
- The Service Desk Practice
- The Service Level Management Practice
- Information Security Management, Relationship Management, Supplier Management, IT Asset Management, Configuration Management, Release Management, Deployment Management, Monitoring and Event Management.
