ITIL Foundation V4.0

ITIL Foundation V4.0

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3 Days

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Course Description

Course Overview

The ITIL Foundation V4.0 course is designed to provide participants with a comprehensive understanding of the ITIL framework and its fundamental concepts. ITIL (Information Technology Infrastructure Library) is a widely adopted set of best practices for IT service management (ITSM) that helps organizations align their IT services with business objectives. This course will introduce participants to the key principles, processes, and terminology of ITIL, enabling them to contribute effectively to IT service management initiatives within their organizations.


There are no formal prerequisites for the ITIL Foundation V4.0 course. However, a basic understanding of IT concepts and familiarity with IT service management practices will be beneficial.


The course will be delivered through a combination of lectures, group discussions, case studies, and interactive exercises. Participants will have the opportunity to engage with the instructor and fellow learners to deepen their understanding of ITIL concepts and their practical application.

Course Outline

  • Introduction to ITIL V4.0
  • Overview of ITIL and its evolution
  • Key concepts and principles of ITIL V4.0
  • Service Management Concepts
  • Service, service management, and service value
  • Service relationships and stakeholders
  • The four dimensions of service management
  • The ITIL Service Value System (SVS)
  • Overview of the ITIL SVS components
  • The guiding principles of ITIL
  • Governance, practices, and continual improvement
  • Service Value Chain
  • Overview of the service value chain activities
  • Plan, improve, engage, design and transition, obtain/build, deliver and support activities
  • ITIL Practices
  • Overview of the ITIL practices and their purpose
  • Service desk, incident management, problem management, change management, and more
  • Key ITIL Concepts and Terminology
  • Service level agreements (SLAs), service catalogs, service providers, and consumers
  • Incident, problem, change, and release management
  • Exam Preparation
  • Review of key concepts and exam objectives
  • Practice questions and mock exams


Upon completion of the ITIL Foundation V4.0 course, participants will have:

  • A solid understanding of the ITIL framework and its fundamental principles
  • Knowledge of key ITIL concepts, terminology, and practices
  • The ability to contribute effectively to IT service management initiatives
  • Preparedness to take the ITIL Foundation V4.0 certification exam


The ITIL Foundation V4.0 course may include hands-on labs or practical exercises to reinforce the learning objectives. Some potential lab activities could include:

  • Creating a service catalog for a fictional organization
  • Developing incident and problem management processes
  • Designing a change management workflow
  • Participating in a simulated service improvement exercise

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