ITIL V4 Foundation Course Syllabus

 Dear All, here is ITIL V4 Foundation Course Syllabus.

 

ITIL V4 Foundation Course Syllabus (Table Format):

Module	Topic	Key Areas Covered
1	Introduction to ITIL 4	- Evolution of ITIL - Key ITIL terms (Service, Value, Co-creation) - Purpose and benefits of ITIL 4 - Introduction to the Service Value System (SVS)
2	The Service Value System (SVS)	- Components: Opportunity/Demand, Governance, Practices, Value Chain, Continual Improvement - Overview of value creation and service delivery
3	Four Dimensions of Service Management	- Organizations & People - Information & Technology - Partners & Suppliers - Value Streams & Processes
4	ITIL 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
5	The Service Value Chain	- Six value chain activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - How activities work together to convert demand into value
6	ITIL Practices (Overview of 34 Practices)	- Introduction to practices vs processes - Key practices covered:   - Incident Management   - Change Control   - Problem Management   - Service Desk   - Service Level Management   - Continual Improvement
7	Practices & the Service Value Chain	- Mapping practices to value chain activities - Demonstrating end-to-end service delivery and improvement
8	Conclusion & Exam Prep	- Recap of key concepts - Practice questions and tips - Final Q&A and exam strategy

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Additional Information

Category	Details
Target Audience	IT professionals, managers, service desk staff, newcomers to ITSM
Learning Objectives	Understand ITIL concepts, SVS, four dimensions, value chain, and practices
Prerequisites	None (basic ITSM knowledge helpful)
Exam Format	40 multiple-choice questions 60 minutes Pass mark: 65% (26/40 correct)
Certification Awarded	ITIL 4 Foundation Certification

 

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Below is a detailed ITIL V4 Foundation Course Syllabus. This syllabus is designed to introduce ITIL 4 to individuals seeking to understand IT service management (ITSM) through its modernized framework. The content aligns with ITIL 4’s Service Value System (SVS) and its 34 practices, focusing on how organizations can co-create value through effective service management.

 

 

ITIL V4 Foundation Course Syllabus

Course Overview

The ITIL V4 Foundation course offers a comprehensive introduction to ITIL 4, focusing on its key concepts, principles, and practices. ITIL 4 builds on the lessons learned from previous versions and incorporates new best practices to support digital transformation, agile methodologies, and the dynamic needs of modern organizations.

By completing this course, participants will understand how to optimize service management and the role of IT in business success, gaining a solid foundation for the ITIL certification exam.

 

 

 

Target Audience

• IT professionals seeking an understanding of the ITIL framework.
• Individuals interested in pursuing ITIL certification.
• Managers and staff working in IT service management, service desk, or support teams.
• Organizations aiming to align their IT services with business needs.

 

 

 

Learning Objectives

By the end of this course, you will be able to:

1. Understand key ITIL concepts and terminology.
2. Explain the ITIL Service Value System (SVS) and how it creates value.
3. Apply the four dimensions of service management.
4. Comprehend the ITIL guiding principles and their impact on service management.
5. Recognize the components of the ITIL service value chain.
6. Learn about the 34 ITIL practices and their application in the service lifecycle.
7. Understand the relationship between ITIL V4 and other service management frameworks.

 

 

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Course Modules

Module 1: Introduction to ITIL 4

• Overview of ITIL: History and evolution from ITIL V3 to ITIL 4.
• Key ITIL Concepts: Service, value, value co-creation, and service management.
• The Importance of ITIL: Aligning IT services with business objectives, improving customer satisfaction, and reducing costs.
• The Service Value System (SVS): Overview of the components that make up the SVS.

Module 2: The ITIL Service Value System (SVS)

• What is SVS?: A holistic approach to ensuring value co-creation.
• Key Components of SVS:
• Opportunity/Demand: Identifying opportunities and customer needs.
• Governance: Ensuring proper oversight and control.
• Service Management Practices: 34 practices (brief overview).
• Continual Improvement: The ongoing process of improvement across all activities.
• Service Value Chain: How value is created through various activities.

Module 3: The Four Dimensions of Service Management

• Organizations and People: Structure, culture, and skills required for successful service management.
• Information and Technology: Role of IT tools, data, and technology in service management.
• Partners and Suppliers: Managing relationships with third-party suppliers and partners to ensure service delivery.
• Value Streams and Processes: How value flows through activities and processes to deliver outcomes.

Module 4: The ITIL Guiding Principles

• Focus on Value: Delivering value to customers through every service management activity.
• Start Where You Are: Assessing the current state and building on existing resources.
• Progress Iteratively with Feedback: Adopting an agile, incremental approach to service improvement.
• Collaborate and Promote Visibility: Importance of collaboration and clear communication.
• Think and Work Holistically: Viewing the entire service system and understanding interdependencies.
• Keep It Simple and Practical: Simplifying processes and solutions for effectiveness.
• Optimize and Automate: Maximizing value by streamlining and automating activities wherever possible.

Module 5: The Service Value Chain

• Overview: The service value chain defines the activities required to convert demand into value through services.
• Six Key Activities:
1. Plan: Defining a clear strategy and vision for services.
2. Improve: Continuously enhancing all aspects of service delivery.
3. Engage: Ensuring stakeholder and customer interaction.
4. Design & Transition: Designing new services and transitioning them into production.
5. Obtain/Build: Acquiring or creating the required service components.
6. Deliver & Support: Providing the ongoing delivery and support of services.

Module 6: ITIL Practices

• What are Practices?: The 34 practices within ITIL 4 help organizations to effectively manage services. Practices are not processes—they are sets of resources and activities that organizations can leverage to deliver services.

Overview of key ITIL practices, including:

• Incident Management: Restoring normal service as quickly as possible.
• Change Control (Change Management): Managing changes in a controlled and efficient way.
• Service Desk: Handling customer requests, issues, and communication.
• Problem Management: Identifying root causes of incidents and preventing recurrence.
• Service Level Management: Ensuring that service levels meet business requirements.
• Continual Improvement: A practice aimed at ongoing incremental improvements in services and processes.

Module 7: Connecting ITIL Practices with the Service Value Chain

• How Practices Support the Service Value Chain: Understand how different practices support and connect with activities in the service value chain.
• End-to-End Service Management: Using the service value chain to deliver services from start to finish.

 

 

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Conclusion and Exam Preparation

• Review of Key Concepts: Recap of the SVS, guiding principles, and the service value chain.
• Tips for Exam Success: Strategies for preparing for the ITIL V4 Foundation exam, including practice questions.
• Final Q&A Session: An opportunity for clarification on key topics before taking the exam.

 

 

 

Exam Information

• Format: 40 multiple-choice questions.
• Duration: 60 minutes.
• Pass Mark: 65% (26 out of 40 correct answers).
• Exam Language: Available in multiple languages.

 

 

 

Prerequisites

• No formal prerequisites for the ITIL V4 Foundation course.
• A basic understanding of IT service management concepts is beneficial but not necessary.

 

 

Certification

Upon successful completion of the course and passing the exam, participants will earn the ITIL 4 Foundation Certification.

 

This syllabus provides an essential roadmap to understanding the core elements of ITIL 4, ensuring participants are well-equipped to take on roles in IT service management and further their careers through ITIL certification.