This course covers the best practice framework of ITIL 4 at a foundational level. Students learn about the service value system (SVS), the four dimensions of service management, the service value chain, the seven guiding principles, and service management practices.

ITIL 4 is a non-prescriptive, industry best practice providing a vendor-neutral, technology-agnostic framework to address service management challenges by reshaping much of the established ITSM practices in 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.

This course is ideal for:

• Business managers, business process owners, or any business person interfacing with IT organizations
• Individuals new to ITIL, who require a fundamental overview of the ITIL 4 framework and how to apply service
• management concepts to create value for customers
• IT professionals already working with ITIL best practices, who want to advance their knowledge of the new service management practices in ITIL 4
• Other individuals working in parts of the IT organization, including:

  • IT staff supporting large, complex and hybrid data centers, interested in improving speed, quality, and cost of IT services
  • IT vendors, suppliers, and partners
  • IT managers and IT executives
• Individuals working in other parts of IT (digital, product, development, security

There are no prerequisites for this course, though additional study time outside of the class is required to prepare for the certification exam.

After completing this course, you should be able to:

• Explain the four dimensions of service management and how the four dimensions are used to underpin a balanced focus in value creation
• Describe the service value system (SVS) and learn how the SVS ensures value is co-created with the business
• Understand and implement the ITIL service value chain