ITIL 4 provides you with comprehensive guidance for the management of information technology in the modern service economy. The ITIL 4 framework is built on established ITSM practices and expands itself to the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

• Prepare for the ITIL 4 Foundation certification exam
• Identify opportunities to develop IT practises using ITIL guidelines
• Interact with IT teams using ITIL 4 terminology and concepts
• Explore the service value chain and IT service management practises
• Recognise the importance of IT and business integration

• Module 1: Service Management
• Module 2: The Four Dimensions
• Module 3: The Service Value System
• Module 4: The Service Value Chain
• Module 5: The Seven Guiding Principles
• Module 6: ITIL Practices: Practice Overview and General Management Practices
• Module 7: ITIL Practices: Service Management and Technical Management Practices

All IT professionals, IT project managers, IT managers, IT project or team members, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

There are no mandatory prerequisites, however it is recommended that you read through the ITIL Foundation syllabus prior to the start of the course. Work experience in IT services is recommended.