Öppna kurser

ITIL® 4 Foundation

This course provides the knowledge needed to pass the ITIL 4 Foundation Certification exam.

ITIL 4 provides you with comprehensive guidance for the management of information technology in the modern service economy. The ITIL 4 framework is built on established ITSM practises and expands itself to the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
This course helps you explore the ITIL 4 end-to-end IT/digital operating model for the creation, delivery and continual improvement of tech-enabled products and services and how technology and IT teams play a crucial role in wider business strategy.

Detta ingår i kursen:

  • 3-day instructor-led training course Online
  • Practise exams and prep questions
  • One-on-one after course instructor coaching
  • ITIL 4 Foundation exam included (exam voucher provided)

Before your event, you will be sent a Pre-Course Study Guide. The Pre-Course Study Guide contains the official ITIL Foundation Certificate syllabus, which you should read.


Key Concepts of Service Management

  • Service
  • Utility
  • Warranty
  • Customer
  • User
  • Service management
  • Sponsor

Key Concepts of Value Creation

  • Cost
  • Value
  • Organisation
  • Outcome
  • Output
  • Risk
  • Utility and Warranty

Key Concepts of Service Relationships

  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption

Seven 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
  • Optimise and Automate

Four Dimensions of Service Management

  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

The Service Value Chain activities

  • Plan
  • Improve
  • Engage
  • Design & Transition
  • Obtain/Build
  • Deliver and Support

ITIL Practises

  • General Management Practises
  • Service Management Practises
  • Technical Management Practises

How Key ITIL Practises Fit within the Service Value Chain

  • Continual Improvement
  • Change Control
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management