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ITIL 4 Foundation Training
ITIL 4 Foundation
ITIL 4 Foundation

ITIL® 4 Foundation Training

Navigate the Fourth Industrial Revolution with the world's most popular ITSM framework.

Overview

ITIL has long been a key framework for helping businesses improve services and achieve lasting value. With ITIL 4, companies can successfully navigate the Fourth Industrial Revolution – an era driven by innovations like AI, IoT, robotics, and quantum computing.

ITIL 4 offers a practical and adaptable approach, helping organizations align people, technology, and processes to stay competitive and thrive in today’s fast-changing digital world.

What You Will Learn

  • Understand key service management concepts
  • Master ITIL guiding principles
  • Understand the four dimensions of service management
  • Learn the Service Value System (SVS)
  • Connect activities within the Service Value Chain
  • Deep dive into selected ITIL management practices

Course Curriculum

Module 1 & 2: Introduction & Key Concepts
Module 1: Introduction
  • What is ITIL®?
  • ITIL® 4 Certification Journey
  • Course Objectives
  • About the Course
Module 2: Key Concepts of Service Management
  • Concept of Value
  • What Do We Mean by Value?
  • Definition of Value
  • What is an Organisation?
  • How is Value Created Between Organisations?
  • Service Relationships
  • Providers and Consumers Co-Create Value
  • Stakeholder and Service Consumer Roles
  • Stakeholders
  • Service Provider Organisations
  • Service Consumer Organisations
  • Other Stakeholders
  • How is Value Created?
  • Service Consumer Roles
  • Activity
  • Service Offerings
  • What is a Product?
  • What is a Service?
  • What is a Service Offering?
  • Creating Value with Services
  • Value Co-Creation
  • Service Provider
  • What are Service Consumers?
  • What are Products and Services?
  • Definitions
  • What are Service Relationships?
  • What is the Meaning of Service Provision?
  • What is Service Consumption?
  • Service Relationship Management
  • How Organisations Co-Create Value?
  • Service Relationship Model
  • Value, Outcomes, Costs, and Risk
  • Definitions
  • What Can Be Described as Utility and Warranty?
  • Review and Reflect
  • Quiz
    • Module 3: Key Concepts of ITIL® 4
  • Four Dimensions of Service Management
  • Holistic Approach to Service Management
  • Four Dimensions of Service Management
  • Organisations and People
  • What do the Dimensions Includes?
  • What is Culture, and Why is it Needed?
  • What a Supportive Culture Requires?
  • What to Pay Attention to?
  • Organisational Complexities
  • Information and Technology
  • Things to Consider
  • Partners and Suppliers
  • Organisations and their Partners and Suppliers
  • Forms of Cooperation
  • What Goes into Supplier Strategy?
  • What is a Value Stream?
  • Value Streams and Processes
  • Questions to create, deliver and improve
  • Activity
  • ITIL® Service Value System
  • ITIL® SVS Inputs
  • Governance
  • Challenges of Silos
  • Need for Continual Improvement
  • Applying the SVS
  • Service Value Chain
  • Introduction to the ITIL® Service Value Chain
  • Opportunity Vs Demand
  • Converting Inputs into Outputs
  • Service Value Chain, its Practices, and Value Streams
  • Activities
  • Review and Reflect Quiz
    • Module 4: Guiding Principles
  • Introduction to the Guiding Principles
  • What is a Guiding Principle?
  • Focus on Value
  • How is Value is Perceived?
  • CX and UX
  • How Would You Apply this Principle?
  • Start Where You Are
  • Assess Where You Are
  • Role of Measurement
  • Applying the Principle
  • Progress Iteratively with Feedback
  • Role of Feedback
  • Use of Feedback Loops
  • Iteration and Feedback Together
  • Collaborate and Promote Visibility
  • Communication and Visibility
  • Key Collaboration Pairs
  • Promote Visibility
  • Think and Work Holistically
  • Keep it Simple and Practical
  • Judging What to Keep
  • Conflicting Objectives
  • Applying the Principle
  • Optimise and Automate
  • Road to Optimisation
  • Using Automation
  • Applying the Principle
  • Activity: Case Studies
  • Using the Guiding Principles
  • Guiding Principles in Context
  • Guiding Principles Your Examples
  • Principle Interaction
  • Applying the Guiding Principles
  • Guiding Principles: Task
  • Principle Interaction
  • Review and Reflect Quiz
  • Extension Activity 2
    • Module 5: ITIL® 4 Management Practices
  • Purpose of the ITIL® Practices
  • Management Practices
  • 34 ITIL® Management Practices
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices
  • Overview of Eight ITIL® Practices
  • Eight Practices
  • Information Security Management
  • Contribution of Information Security Management to SVC
  • Relationship Management
  • Supplier Management
  • Evaluating and Selecting Suppliers
  • Contribution of Supplier Management to SVC
  • IT Asset Management
  • Contribution of IT Asset Management to SVC
  • Service Configuration Management
  • Contribution of Service Configuration Management to SVC
  • Monitoring and Event Management
  • Contribution of Monitoring and Event Management to SVC
  • Deployment Management
  • Approaches for Deployment
  • Contribution of Deployment Management to SVC
  • Release Management
  • Contribution of Release Management to SVC
    • Key Management Practices – Part 1
  • What is an Incident?
  • Incident Management Guidance
  • Incident Management Tools
  • Incident Updates
  • Types of Incidents
  • Collaboration
  • Swarming
  • Third-Party Products and Services
  • Incident Management Contribution to SVC
  • Service Request Management
  • What is a Service Request?
  • Steps for Request Fulfilment
  • Request Processes and Procedures
  • Service Request Management Contribution to the SVC
  • Methods of Fulfilling Requests
  • Service Desk
  • Automation
  • Task: Service Desk ‘Pitch’
  • Service Desk Provisions
  • Service Desk Support
  • Service Desk Skills
  • Service Desk Contribution to the SVC
    • Key Management Practices – Part 2
  • Problem Management
  • Phases of Problem Management
  • Identifying a Problem
  • Problem Control
  • Workaround
  • Error Control
  • Links to Other Practices
  • Interfaces
  • Problem Management Contribution to the SVC
  • Continual Improvement
  • Applying Continual Improvement
  • Continual Improvement Model
  • What is the Vision?
  • Where are We Now?
  • Where do We Want to Be?
  • CSFs and KPIs
  • How do We get There?
  • Take Action
  • Did we Get There?
  • How do We Keep the Momentum?
  • Methods to Continually Improve
  • Continual Improvement Activity
  • Tracking
  • CI Responsibility
  • Continual Improvement Contribution to the SVC
    • Key Management Practices – Part 3
  • Service Level Management
  • Activity
  • Service Level Agreements
  • Key requirements for SLAs
  • Watermelon SLA Effect
  • Customer Engagement
  • Customer Feedback
  • Metrics
  • Service Level Management Contribution to the SVC
  • Change Enablement
  • Define Change
  • Scope of Change Enablement
  • Change Authority
  • Types of Change
  • Scheduling
  • Change Enablement Contribution to the SVC
  • Review and Reflect
  • Quiz
  • Activities
  • Course Review
  • What’s Next?

    • Audience

    • ITSM Managers and aspiring Managers
    • Digital/Product teams interfacing with service delivery
    • Existing ITIL qualification holders updating knowledge

    Prerequisites

    There are no prerequisites to attending the course or sitting for the examination.

    Certification & Exam

    Participants who pass the exam will be recognized as certified with ITIL Foundation under the AXELOS scheme. 65% score required to pass.

    40 Multiple Choice Questions
    1 Hour Duration
    Closed Book Exam
    Training Cost per pax
    LKR 70,000/-
    Date 15th - 18th Dec 2025
    Time 6 PM - 10 PM IST
    Duration 4 Days

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