Course Code



14 Hours





This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.

ITIL 4 Foundation enables candidates to look at IT Service Management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.

ITIL 4 Foundation equips candidates with:

  • A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
  • The guiding principles of ITIL 4
  • The four dimensions of Service Management
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Who is ITIL 4 Foundation for:

ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. The certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.

ITIL 4 continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with, and leads the wider business strategy.

Exam is obligatory:
Single-choice test consisting of 40 questions
The duration of the exam: 75 minutes (an additional 15 minutes for non-native language candidates for ITIL)
To pass the exam, it is necessary to obtain a minimum of 26 points out of 40.



     Course Outline

  • Introduction to ITIL
  • Key Concepts of ITIL
  • The Four Dimensions of Service Management
  • The ITIL Service Value System
  • 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
  • Governance
  • The Service Value Chain
  • Continual Improvement
  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

     Feedback (16)

I really enjoyed the real examples and exercises.

Dmitry Baranovsky

I enjoyed the interaction of the group to solve the issues.

Evan O'Gorman

I really liked the real life examples.

South West Gnó Skillnet

I liked it all. Very informative and pace was perfect.

South West Gnó Skillnet

Hakan was very enthusiastic and knowledgeable

Hugo Perez - DENS Solutions

I found certain areas more interesting than others, Risk management, Stakeholder communication.

- British American Tobacco

The duration & amount of info shared was perfect, we did not over run at any point and the trainer gave us confidence with regards to his experience

- British American Tobacco

Students were provided the opportunity to freely discuss the topics and ask questions to the trainer

Krzysztof Sikorski - British American Tobacco

I learnt some very useful information which will help in my day job as project manager.

- British American Tobacco

Exercises were good.

Alexandra Toma - British American Tobacco

Workshop - Event Storming

Titansoft Pte Ltd

Able to answer all the questions with scenarios

Titansoft Pte Ltd

There were descriptive diagrams which helped us understand the overall architecture, as well as how different components interact with each other.

Electronic Arts

fun and friendly atmosphere

GP Strategies Poland sp. z o.o.

The trainer's friendly attitude and the usuful templates she p.ovided, that the participants can use in for managing the projects.

GP Strategies Poland sp. z o.o.

case study

- 上海慧与

The course could be tailored to suit your needs and objectives. It can also be delivered on your premises if preferred.



Online Price per participant 6000 AED


Classroom Price per participant 6000 AED





  Workday courses take place between 9:30 and 16:30


  Show venue details

Number of Participants

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