Course Description
An exam-preparation program in IT service management based on ITIL 4 and designed to support readiness for the ITIL 4 Foundation examination. It covers core service-management and value concepts, guiding principles, the four dimensions, the Service Value System, the Service Value Chain, and key practices relevant to the exam. The course connects exam topics to practical IT-service scenarios and operational decisions. It aims to build a structured understanding that supports both exam preparation and workplace application.
Course Objectives
- Understand service management and value creation concepts.
- Recognize the ITIL 4 guiding principles.
- Explain the components of the Service Value System.
- Understand Service Value Chain activities.
- Recognize key service management practices.
- Apply continual improvement concepts.
- Connect service measures with customer experience and business goals.
- Prepare systematically for the current ITIL 4 Foundation exam topics using the official syllabus structure.
Course Content
- Service management fundamentals
- Value, outcomes, costs, and risks
- The seven guiding principles
- Four dimensions of service management
- Service Value System (SVS)
- Service Value Chain
- Continual improvement
- Incident management
- Service desk
- Service request management
- Change enablement
- Service level management
- KPIs and user experience
Target Audience
IT staff, technical support, service desk teams, supervisors, service managers, and digital transformation professionals.
Duration
5 training days
