Course Description

The course covers the best practice framework of ITIL 4 at a
foundational level. Students will learn about the service value
system (SVS), the four dimensions of service management,
the service value chain, the 7 guiding principles, and service
management practices.
ITIL 4 is a non-prescriptive, industry best practice providing
a vendor-neutral, technology-agnostic framework to address
service management challenges by reshaping much of the
established ITSM practices in the wider context of customer
experience, value streams, and digital transformation, as well
as embracing new ways of working, such as Lean, Agile, and


• Business managers, business process owners,
or any business person interfacing with IT
• Individuals new to ITIL, who require
a fundamental overview of the ITIL 4
framework and how to apply the service
management concepts to create value for
• IT professionals already working with ITIL
best practices, and want to advance their
knowledge of the new service management
practices in ITIL 4
• Other individuals working in parts of the IT
organization, including:
IT staff supporting large, complex and
hybrid data centers, interested in improving
speed, quality and cost of IT services
IT vendors, suppliers, and partners
IT managers and IT executives
Individuals working in other parts of IT
(digital, product, development, security)

• There are no specific prerequisites for this
• Additional study time outside of the
classroom will be required to prepare for the
certification exam.

Course objectives

Upon successful completion of this course,
candidates will be able to:
• Explain the four dimensions of service
management and how the four dimensions
are used to underpin a balanced focus in
value creation
• Describe the service value system (SVS)
and how the SVS ensures value is co-created
with the business
• Understand and implement the ITIL service
value chain
• Gain the knowledge necessary to prepare
and take the ITIL 4 Foundation certificate