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ITIL Foundation V4


This course covers the ITIL 4 Foundation exam (brand new in February 2019) which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.

course details
2 DaysEnglishDISS Certificate
 *Please notify us if an interpretation is required 
course benefits/progression opportunities
Course objectives

By the end of the program, participants will be able to:

  • Familiarize themselves on how to pass the ITIL® 4 Foundation exam
  • Describe the ITIL framework
  • Understand real-world examples
  • Apply ITIL 4 to your organization
  • Discuss ITIL 4 concepts with confidence
course outline
Module 1: IntroductionModule 2: Service ManagementModule 3: Four Dimensions of Service ManagementModule 4: Service Value Systems
  • Exam Fundamentals
  • 4th Industrial Revolution
  • Service Organizations
  • Service Management
  • Value
  • Organizations and People
  • Services and Products
  • Service Offerings
  • Service Relationships
  • Outcomes
  • Costs
  • Risks
  • Utility and Warranty
  • Four Dimensions of Service Management
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • Applying the Four Dimensions
  • Service Value System
  • Opportunity, Demand, and Value
  • Governance
Module 5: Guiding PrinciplesModule 6: Service Value ChainModule 7: Continual ImprovementModule 8: Practices
  • 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
  • Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain/Build
  • Deliver and Support
  • Value Streams
  • Continual Improvement
  • Continual Improvement Model
  • Continual Improvement and the Guiding Principles
  • General Management, Service Management and Technical Management Processes.


21-22 Apr 21Wed-Thu09:00-15:00
19-20 May 21Wed-Thu09:00-15:00
23-24 Jun 21Wed-Thu09:00-15:00
21-22 Jul 21Wed-Thu09:00-15:00
18-19 Aug 21Wed-Thu09:00-15:00
20-21 Sep 21Wed-Thu09:00-15:00
20-21 Oct 21Wed-Thu09:00-15:00
17-18 Nov 21Wed-Thu09:00-15:00
20-21 Dec 21Wed-Thu09:00-15:00
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