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ITIL® 4 Foundation

This course is designed for individuals seeking to leverage the latest ITIL 4 framework in their professional endeavors, aiming to enhance and develop IT and other service processes, performance, and quality. Throughout the course, participants will have the opportunity to learn the main concepts, principles, and process models of IT Service Management (ITSM) under the ITIL 4 framework, necessary for ensuring quality.

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Course Objective

ITIL 4 Foundation course is designed to help you achieve success in the ITIL 4 Foundation examination. By the end of this course, you will:

  • Learn how the ITIL 4 service management framework has adapted to incorporate modern technologies and contemporary ways of working.

  • Familiarize yourself with the common language and essential concepts of ITIL.

  • Gain a comprehensive understanding of managing modern IT-enabled services effectively.

  • Discover how to utilize ITIL 4 principles to enhance your work and improve organizational performance.

Business Team

Target Audience

This course is tailored for:

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✅ IT Service Managers

✅ IT Support Staff

✅ IT Consultants 

✅ Business Managers

✅ Project Managers

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Working Together

What You Will Be Able to Do After the Course

✅  Apply ITIL 4 principles and practices in their daily work.

✅  Enhance the quality and efficiency of IT services.

✅  Foster better communication and collaboration within their teams.

✅  Identify and implement process improvements.

✅  Ensure IT services support and drive business objectives.

✅  Improve the customer experience through better service management.

✅  Handle changes in IT services with minimal disruption.

✅  Lay the groundwork for pursuing higher-level ITIL certifications.

✅  Pass the ITIL 4 foundation exam.

✅ Service Desk Managers

✅ IT Operations Managers

✅ Network Administrators

✅ System Administrators

✅ IT Directors

Training Materials

As part of the course, participants will have access to training materials developed and accredited by PeopleCert which will be available to them during the transition period.

Certification Exam

This course helps to prepare for the certification exam “ITIL® 4 Foundation”. The exam fee is included in the course price.

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Source Academy consultant discussing ITIL training options with a customer.

Course Agenda

1. Understand the key concepts of service management

  • Learn the definition of Service, Utility, Warranty, Customer, User, Sponsor, Service Management. 

  • Key concepts of creating value with services: Cost, Value, Organization, Outcome, Output, Risk, Utility, Warranty

  • Key concepts of service relationships: Service Offering, Service Relationship Management, Service Provision, Service Consumption

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2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

  • Nature, use and interaction of the guiding principles

  • The use of the 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 

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3. Understand the four dimensions of service management

  • The four dimensions of service management 

  • Organizations and people, Information and technology, Partners and suppliers, Value streams and processes

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4. Understand the purpose and components of the ITIL service value system

  • ITIL service value system

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5. Understand the activities of the service value chain, and how they
interconnect

  • Interconnected nature of the service value chain and how this supports value streams

  • Purpose of each value chain activity: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support 

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6. Know the purpose and key terms of 15 ITIL practices

  • Purpose of the following ITIL practices: Information security management, Relationship management, Supplier management, IT asset management, Monitoring and event management, Release management, Service configuration management, Deployment management, Continual improvement, Change enablement, Incident management, Problem management, Service request management, Service desk, Service level management

  • Definitions of the following ITIL terms: IT Asset, Event, Configuration Item, Change, Incident, Problem, Known Error 

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7. Understand 7 ITIL practices

  • Learn the following ITIL practices in detail, excluding how they fit within the service value chain: Continual improvement, Change enablement, Incident management, Problem management, Service request management, Service desk, Service level management

Meeting
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