ITIL4: Foundation | OTrain OTrain
ITIL4: Foundation

ITIL4 Foundation

This 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.  It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL4 best practice service value system featured in the latest 2019 guidelines.


  • Course Objectives
    • 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
    • Preparation to sit the ITIL4 foundation examination


  • Course Outlines
    • IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
    • Key concepts of value creation
    • Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
    • The nature, use and interaction of 7 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 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes   
    • The ITIL service value system
    • The service value chain, its inputs and outputs, and its role in supporting value streams
    • Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
    • Detail of how the following ITIL practices support the service value chain: -  Continual Improvement (including continual improvement model); Change control; Incident management; Problem Management; Service request management;  Service desk; Service level management
    • The purpose of the following ITIL practices: - Information security management; Relationship management; Supplier management; Availability management; Capacity and performance management; Service configuration management;    IT asset management; Business analysis; Service continuity management; Deployment management; Monitoring and event management; Release management