ITIL 4 Foundation

Course description ITIL 4 Foundation is the introductory course for understanding the language, concepts and operating logic of modern IT Service Management. It provides a solid foundation for working in IT environments focused on services, customer value and continual improvement. Learning objectives By the end of the course, learners will be able to: - understand the key concepts of service, value, value co-creation, outcomes, outputs, costs and risks; - recognise the structure of the Service Value System and the role of the guiding principles; - interpret the Service Value Chain and how ITIL activities contribute to value creation; - distinguish the main ITIL practices, including incident management, problem management, service request management, change enablement, service level management and continual improvement; - use ITIL terminology correctly in daily operations, IT teams and interactions with stakeholders and customers. Main contents - Core concepts of ITIL 4 and IT Service Management. - Service Value System, Service Value Chain and guiding principles. - The four dimensions of service management: organisations and people, information and technology, partners and suppliers, value streams and processes. - Key operational and management practices. - SLAs, service levels, incidents, requests, problems, changes and continual improvement. - The link between IT services, user experience and business value. Target audience This course is suitable for IT professionals, service desk operators, technicians, analysts, project managers, consultants, process owners and anyone working in an IT or digital environment who needs a common foundation of language and method. Expected outcomes Learners gain a clear understanding of ITIL 4 principles and the logic behind service management. The course improves communication, collaboration, process control and the ability to contribute to continual improvement of IT services.