📘 ITIL 4 Foundation Course Outline
1. Introduction to ITIL
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Purpose and benefits of ITIL
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Evolution from ITIL v3 to ITIL 4
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ITIL Service Management System overview
2. Key Concepts of Service Management
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Definitions: service, utility, warranty, customer, user, sponsor
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Value creation through services: cost, risk, outcomes
3. ITIL Guiding Principles
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Focus on value
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Start where you are
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Progress iteratively with feedback
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Collaborate and promote visibility
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Think and work holistically
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Keep it simple and practical
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Optimize and automate
4. The Four Dimensions of Service Management
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Organizations and people
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Information and technology
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Partners and suppliers
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Value streams and processes
5. The ITIL Service Value System (SVS)
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Components of SVS
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Service Value Chain activities:
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Plan
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Improve
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Engage
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Design & Transition
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Obtain/Build
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Deliver & Support
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6. ITIL Practices (Selected)
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Incident Management
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Service Request Management
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Change Control
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Service Desk
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Service Level Management
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Continual Improvement
7. Governance and Continual Improvement
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Role of governance in ITIL
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Continual improvement model and practices
8. Exam Preparation
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Review of syllabus topics
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Practice questions and mock exams
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Certification exam details (voucher often included in courses)
✅ Key Takeaways
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ITIL 4 Foundation is the entry-level certification for IT service management.
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It emphasizes value creation, continual improvement, and modern practices like Agile, Lean, and DevOps.
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The course typically lasts 2–3 days and includes an exam voucher.
Would you like me to create a visual roadmap (diagram) of the ITIL Service Value System and practices to make the outline easier to digest?
