ITIL® 4 Foundation

IT service management is about making sure technology delivers value to the people who use it. ITIL 4 is the most widely used framework for this, and the Foundation certification is often expected of service desk, operations and IT management staff. This two-day course explains ITIL 4 in practical terms and prepares you for the Foundation exam.

Day one covers the key concepts of service management, including value, outcomes, costs and risks, services and service relationships. It introduces the four dimensions of service management, the service value system and the seven guiding principles, with discussion of how each principle applies to everyday IT work. Day two focuses on the service value chain and its activities, and then on the ITIL practices most relevant to the exam, such as incident management, problem management, change enablement, service request management, the service desk, service level management and continual improvement.

Short scenario exercises connect the framework to real situations: classifying an incident, deciding whether a change is standard or normal, applying the guiding principles to an improvement idea, and tracing a user request through the value chain.

This course is aligned to the ITIL 4 Foundation exam. Ace Skills Consulting does not provide official PeopleCert courseware; confirm current exam arrangements and fees with PeopleCert before booking.