

ITIL® 4 Direct, Plan and Improve
This course is designed for professionals seeking to excel in strategic IT service management using the ITIL 4 framework's Direct, Plan, and Improve module. Participants will explore key concepts, principles, and practices essential for directing, planning, and continuously improving IT services. By the end of the course, attendees will be equipped with the skills to drive strategic initiatives, enhance service planning, and foster a culture of continuous improvement within their organizations.

Course Objective
The goal is to build a profound understanding and practical skills in the usage of ITIL 4 approach and tools. You will acquire the knowledge necessary to obtain the ITIL Foundation certification, enhancing the processes, performance, and quality of IT and other services.


What You Will Be Able to Do After the Course
✔ Apply ITIL 4 concepts, principles, and process models in company/organization service management
✔ Utilize ITIL principles in IT Service Management (ITSM) and governance
✔ Use ITIL tools and techniques to prove the efficiency of “Customer Experience” and ITSM
✔ Apply ITIL best practice objectives and fundamental concepts
✔ Understand industry best practices to tailor them to your services and IT processes
✔ Pass the ITIL 4 foundation exam
✔ Course Prerequisites
✔ Optimal participation in the course requires experience in service management.
Training Materials
The course utilizes training materials developed by PeopleCert and BDA, which will be available to participants after the course.
Certification Exam
This course helps to prepare for the certification exam “ITIL® 4 Foundation: an introduction to ITIL 4”. The exam fee is included in the course price.



Course Agenda
1. Exploration of Main Concepts in Service Management
a. Creating value through management outcomes, costs, and risks
b. The role of relationships in the Service/Service process
c. Practical tasks and discussions
2. Examining the Core ITIL Concepts and Their Applicability
a. Four-dimension IT Service Management (ITSM)
b. Service value system
c. Investments and productivity in the value system chain
d. Nature and application of management principles
e. Practical tasks and discussions
3. Practical ITIL Management
a. Applying the ITIL V4 framework for enterprise service development
b. Basic ITIL concepts
c. Aiming for 18 tested ITIL practices
d. Continual improvement/development, Change management, Incident management, Problem management, Service desk management, Service level management, and Request management
e. Practical tasks and discussions
