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ITIL®  4 Foundations

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Please contact Deep Creek Center for information on scheduling a course.
Course Length
2 days
Credits Earned
14 PDU credits
ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers. View the course outline.

What You Will Accomplish

The ITIL Service Management System
The Service Value Chain
Continual Improvement best practices
Key Guiding Principles
Governance Requirements
Key ITIL Practices, including
  • Incident Management
  • Service Request Fulfillment
  • Service Level Management
  • Service Desk
  • Change Control
  • Continual Improvement
  • And many more

Who Should Attend

This course is suitable for all IT Management and Staff who need to understand the aspects of the ITIL Service Value System and their role in provisioning quality services for their customers.

Course Outline

1: ITIL 4 Overview
  • Introduction to ITIL
  • Key Concepts of ITIL
2: The ITIL Framework
  • The Four Dimensions of Service Management
  • The ITIL Service Value System (SVS)
3: The 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
4. The ITIL Service Value System (SVS )
  • Governance
  • The Service Value Chain
  • Continual Improvement
5: Key ITIL Practices
  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management
6: Other ITIL Practices
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices



Follow on courses

ITIL 4 Foundation is the gateway to implementing best practices for IT. In the 2nd half of 2019 a number of job-aligned ITIL Certifications will be introduced, including
ITIL Specialist credentials
  • High Velocity IT
  • Drive Stakeholder Value
  • Create, Deliver, and Support
  • and
ITIL Strategist – Direct, Plan, and Improve
Leading to the new ITIL Managing Professional credential

ITIL 4 Foundations Exam

A voucher for a 1-hour, 40 question, closed book multiple choice examination is provided with this class. For private classes an exam administered by an independent proctor at the end of the course can be arranged. Certification is through Peoplecert.

Reference Material

Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
ITIL® is a registered trademark of Axelos Ltd.