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ITIL 4 Foundation – June 23-25


This course is based on IT best practices and prepares the student for the ITIL 4 Foundation Certification Examination. The fully accredited course uses Axelos accredited materials and an Axelos accredited instructor. This course is for IT staff, IT support staff and IT leaders who build and support the organization’s information systems and services. As an entry level qualification course, the student reaches a practical understanding of the key concepts, common terminology, principles and practices that lead to the stable management of modern IT enabled services. The course follows the 2019 ITIL guidelines for the service value system.



Learning Outcomes

  • Identify opportunities to develop IT practices using ITIL guidelines
  • Interact with IT teams using ITIL 4 terminology and concepts
  • Explore the service value chain, and IT service management practices
  • Recognize the importance of IT and business integration
  • Preparation to sit the ITIL4 foundation examination

Course Outline

  • IT Service Management definitions
  • Key concepts of value creation
  • Key concepts of service relationships
  • The 7 ITIL guiding principles
  • The 4 dimensions of service management
  • The ITIL service value system and chain
  • Elements of the Service value
  • ITIL practices that 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

Students taking the course will take the ITIL 4 Foundation Certification Examination on the afternoon of the last day of class.  Virtual live students will receive a voucher to schedule their exam at their convenience.  For these students the exam is proctored via a web cam.


Date: June 23-25
Location: Virtual
Sessions: 3 days
Class time: 8:30 AM-4:30 PM
Instructional Method: Instructor Led – Classroom


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