This exciting and dynamic online training course provides IT leaders, practitioners, support staff and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

ITIL® is a registered trade mark of AXELOS Limited.

Exam: ITIL® 4 Foundation

Course Instructor: Raymond Lacoste

Course Outline

01. Course and ITILv4 Overview

  • Introduction to ITILv4 Course and Exam Objectives
  • Overview of ITILv4

02. ITILv4 Learning Outcome 1

  • ITILv4 Terms and Definitions
  • Terms and Definitions Practice Questions

03. ITILv4 Learning Outcome 4 and 3

  • Overview of the ITIL Service Value System
  • The 4 Dimensions of Service Management
  • SVS and 4Ds Practice Questions

04. ITILv4 Learning Outcome 2

  • The 7 Guiding Principles
  • 7GPs Practice Questions

05. ITILv4 Part of Learning Outcome 7 and Learning Outcome 5

  • The Continual Improvement Model
  • CIM Practice Questions
  • The Service Value Chain
  • SVC Practice Questions

06. ITILv4 Learning Outcome 6 and 7

  • ITIL Practices Overview
  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Service Level Management
  • Incident Management
  • Problem Management
  • Service Request Management
  • Monitoring and Event Management
  • Change Enablement
  • Service Desk
  • IT Asset Management
  • Service Configuration Management
  • Release Management
  • Deployment Management
  • Practice Questions and Course Wrap-up

Skills Learned

After completing this online training course, students will be able to:

  • Key IT service management concepts
  • How ITIL guiding principles can help and organization to adopt and adapt service management
  • The 4 dimensions of service management
  • The purpose and components of the service value system
  • The activities of the service value chain and how the interconnect
  • Know the purpose of key ITIL practices