Course Code: 5756

ITIL 4 Foundation

Class Dates:
3 Days
Class Time:
Instructor-Led Training, Virtual Instructor-Led Training


  • Course Overview
  • ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.

  • Audience
  • This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

    This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.


  • To ensure your success, end-user level computer and networking skills are required. To meet this prerequisite, you can take the following Logical Operations course or any similar introductory course:

    Using Microsoft® Windows® 10

    Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations IT Systems and Support curriculum library to supplement your professional experience in this area.

Course Details

  • ITIL 4 Overview
  • Introduction to ITIL
  • Key Concepts of ITIL
  • Products and services
  • Value and Value co-creation
  • Organizations, providers, consumers, and other stakeholders
  • Value, outcomes, costs, and risks
  • Summary & Practice Questions
  • The ITIL Framework
  • The Four Dimensions of Service Management
  • Organizations and people
  • Information and Technology
  • Partners and suppliers
  • Value Streams and processes
  • External Factors
  • The ITIL Service Value System
  • Service value System Overview
  • The ITIL Guiding principles
  • Summary & Practice Questions
  • The ITIL Guiding Principles
  • Focus on Value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically
  • Keep It Simple and Practical
  • Optimize and Automate
  • The ITIL Service Value System
  • Governance
  • The Service Value Chain
  • Continual Improvement
  • Key ITIL Practices
  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management
  • Other ITIL Practices
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices