ITIL® 4

Foundation
Contents
Contents 2 Module 11: ITIL® Management Practices 14

ITIL® 4 Foundation 3 Module 12: General Management Practices 15

Syllabus 4 Module 13: Service Management Practices 16

Module 1: Introduction 5 Module 14: Technical Management Practices 17

Module 2: Key Concepts of Service Management 6 Our Delivery Methods 18

Module 3: Organisations, Service, and Other Stakeholders 7 Our Packages 19

Module 4: Products and Services 8 Contact us 20

Module 5: Understanding Value 9

Module 6: Four Dimensions of Service Management 10

Module 7: ITIL® Service Value System 11

Module 8: ITIL® Guiding Principles 12

Module 9: Governance 12

Module 10: ITIL® Service Value Chain 13

ITIL4®
Foundation
 ITIL® is a best practice framework for IT service management. It is supported
by a comprehensive certification scheme, which spans knowledge from the
principles to how the entire framework fits together.

 ITIL® 4 is the latest update to the world’s most popular framework for
Information Technology Service Management(ITSM), offering a renewed
focus on value-driven practices and the optimisation of IT Services.

 Our ITIL® PeopleCert course is accredited by Axelos. This ITIL® 4 Foundation

course is designed to give delegates a comprehensive understanding of
the ITIL® framework and its role in modern ITSM.

 This course is designed as an introduction to ITIL® 4, enabling delegates to

address new service management challenges and ensure they are fully
utilising the potential of modern technology.
Syllabus
The course is split into 14 easy-to-understand modules – which will
improve your skills and make you an expert in establishing an IT service
management system.

Module 1: Introduction

Module 2: Key Concepts of Service Management

Module 3: Organisations, Service, and Other Stakeholders

Module 4: Products and Services

Module 5: Understanding Value

Module 6: Four Dimensions of Service Management

Module 7: ITIL® Service Value System

Module 8: ITIL® Guiding Principles

Module 9: Governance

Module 10: ITIL® Service Value Chain

Module 11: ITIL® Management Practices

Module 12: General Management Practices

Module 13: Service Management Practices

Module 14: Technical Management Practices

 Module 1

Introduction
IT Service Management in the Modern World

About ITIL® 4

Structure and Benefits of ITIL® 4

Four Dimensions Model

M a s t e r c l a s s
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 Module 2

Key Concepts of Service Management

What is Service Management?

Value

Value Co-Creation
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Module 3

Organisations, Service, and Other Stakeholders

Service Providers

Service Consumers

Other Stakeholders

Value for Different Types of Stakeholders

 Module 4

Products and Services

Configuring Resources for Value Creation

Service Offerings

Component of a Service Offerings

Service Relationships

Service Relationships Model

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 Module 5

Understanding Value
Outcomes

Achieving Value

Costs

Risks

Utility and Warranty

M a s t e r c l a s s
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 Module 6

Four Dimensions of Service Management

Introduction

Four Dimensions of Service Management

Organisations and People

Information and Technology

Partners and Suppliers

Organisations and People

M a s t e r c l a s s

Value Streams and Processes

Value Streams for Service Management

Processes

External Factors
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 Module 7

ITIL® Service Value System

Service Value System Overview

Organisational Agility and Organisational Resilience

Opportunity, Demand, and Value

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 Module 8

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

M a s t e r c l a s s

Optimise and Automate

Module 9

Governance
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Overview

Governance and Service Management

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 Module 10

ITIL® Service Value Chain

Introduction

Six Value Chain Activities

● Plan

● Improve

● Engage
M a s t e r c l a s s

● Design and Transition

● Obtain/Build

● Delivery and Support

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 Module 11

ITIL® Management Practices

Overview

34 ITIL® Management Practices

ITSM in the Modern World

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 Module 12

General Management Practices

Continual Improvement

ITIL® Continual Improvement Model

Information Security Management

Relationship Management

Supplier Management

Sourcing, Supplier Strategy, and Relationships

M a s t e r c l a s s

Evaluation and Selection of Suppliers

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 Module 13

Service Management Practices

IT Asset Management

Monitoring and Event Management

Incident Management

Problem Management

Change Enablement

Service Configuration Management

M a s t e r c l a s s

Release Management

Service Desk

Service Request Management

Service Level Management

Service Level Agreements (SLA)

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 Module 14

Technical Management Practices

Deployment Management

● Various Approaches
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 Our Delivery Methods
POPULAR
Online Instructor-led
Join a scheduled class with a live
instructor and other delegates.
Ask questions, share documents,
interact with whiteboards, ask
live questions and communicate
with your trainer and peers.
Access the best pool of trainers,
wherever you are.
POPULAR
Online Self-paced
Learn at your own pace. Our
expert trainers are on hand to
help you with anything.
All of our courses come with a
standard 90 days access which
can be upgraded if need be..
Our e-learning platform is
available on all devices.
In-house
Our courses can be adapted to
meet your individual project or
business requirements. In-house
training gives your team a great
opportunity to come together,
bond and discuss, which may be
limited in a standard classroom
setting.
Classroom
Some of our courses are
available in our classrooms. All of
our trainers are highly qualified,
having 10+ years of experience.
We use the highest quality
learning facilities to make sure
your experience is as
comfortable as possible.
 Our Packages
Below are the two type of packages containing multiple courses delivered as Online Instructor-led and Online self-paced

Complete ITIL® 4 MP Complete IT Project

Certification Package Manager Certification
Package
5 courses 3 courses
Included courses Included courses
ITIL® 4 Foundation
ITIL® 4 Specialist: Create Deliver ITIL® 4 Foundation
and Support CDS
AgilePM® Foundation and
ITIL® 4 Specialist: Drive Practitioner
Stakeholder Value DSV
Scrum Master Certification
ITIL® 4 Strategist: Direct, Plan
and Improve DPI
ITIL® 4 Specialist: High Velocity
IT Training
 Contact Us

Europe North America Asia

+1 646 687 6780 +91 181 5047001
+44 1344 203 999
M a s t e r c l a s s

+49 8005 895337 +1 613 800 4703 +971 800 0444 3286

+44 1344 203 999 +966 8008110368

Oceania
+31 80000 227317 +65 800 1206314
+61 1 800 150644 +852 800 908601
+41 800 312616
+64 800 446148
+32 80077519
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