itil 4 foundation

IT Service Management: ITIL v4

itil 4 foundation

ITIL (Information Technology Infrastructure Library) v4 is the latest version of the most widely adopted framework for IT service management. It focuses on aligning IT services with the needs of the business and emphasizes a holistic approach to service management, including the service value system and continual improvement practices.

Course Content

Domain 1: ITIL 4 Foundation & Core Concepts
Module 1.1: Introduction to ITIL 4
4 Topics
1 Quiz
1.1.1 The Evolution of ITIL: From v3 to v4
1.1.2 Key Concepts of Service Management
1.1.3 The Four Dimensions of Service Management
1.1.4 The ITIL Service Value System (SVS)
Domain 1: ITIL 4 Foundation & Core Concepts – Module 1.1: Introduction to ITIL 4
Module 1.2: The Guiding Principles
7 Topics
1 Quiz
1.2.1 Focus on Value
1.2.2 Start Where You Are
1.2.3 Progress Iteratively with Feedback
1.2.4 Collaborate and Promote Visibility
1.2.5 Think and Work Holistically
1.2.6 Keep It Simple and Practical
1.2.7 Optimize and Automate
Domain 1: ITIL 4 Foundation & Core Concepts – Module 1.2: The Guiding Principles
Domain 2: The ITIL Service Value System
Module 2.1: Service Value Chain
6 Topics
1 Quiz
2.1.1 Plan
2.1.2 Improve
2.1.3 Engage
2.1.4 Design & Transition
2.1.5 Obtain/Build
2.1.6 Deliver & Support
Domain 2: The ITIL Service Value System – Module 2.1: Service Value Chain
Module 2.2: Governance & Continual Improvement
3 Topics
1 Quiz
2.2.1 Governing Bodies and Activities
2.2.2 The Continual Improvement Model
2.2.3 Measurement and Reporting
Domain 2: The ITIL Service Value System – Module 2.2: Governance & Continual Improvement
Domain 3: ITIL Management Practices
Module 3.1: General Management Practices
9 Topics
1 Quiz
3.1.1 Strategy Management
3.1.2 Portfolio Management
3.1.3 Architecture Management
3.1.4 Service Financial Management
3.1.5 Workforce and Talent Management
3.1.6 Continual Improvement
3.1.7 Measurement and Reporting
3.1.8 Risk Management
3.1.9 Information Security Management
Domain 3: ITIL Management Practices – Module 3.1: General Management Practices
Module 3.2: Service Management Practices
18 Topics
1 Quiz
3.2.1 Business Analysis
3.2.2 Service Design
3.2.3 Service Catalog Management
3.2.4 Service Level Management
3.2.5 Availability Management
3.2.6 Capacity and Performance Management
3.2.7 Change Enablement
3.2.8 Release Management
3.2.9 Service Validation and Testing
3.2.10 Service Configuration Management
3.2.11 IT Asset Management
3.2.12 Monitoring and Event Management
3.2.13 Incident Management
3.2.14 Service Request Management
3.2.15 Problem Management
3.2.16 Service Desk
3.2.17 Relationship Management
3.2.18 Supplier Management
Domain 3: ITIL Management Practices – Module 3.2: Service Management Practices
Module 3.3: Technical Management Practices
3 Topics
1 Quiz
3.3.1 Deployment Management
3.3.2 Infrastructure and Platform Management
3.3.3 Software Development and Management
Domain 3: ITIL Management Practices – Module 3.3: Technical Management Practices
Domain 4: The Four Dimensions Model
Module 4.1: Organizations & People
3 Topics
1 Quiz
4.1.1 Organizational Structure and Culture
4.1.2 Roles, Competencies, and Responsibilities
4.1.3 Communication and Collaboration
Domain 4: The Four Dimensions Model – Module 4.1: Organizations & People
Module 4.2: Information & Technology
3 Topics
1 Quiz
4.2.1 Information and Knowledge Management
4.2.2 Tools, Automation, and Integration
4.2.3 Security and Compliance in Technology
Domain 4: The Four Dimensions Model – Module 4.2: Information & Technology
Module 4.3: Partners & Suppliers
3 Topics
1 Quiz
4.3.1 Partner and Supplier Strategy
4.3.2 Service Integration and Management (SIAM)
4.3.3 Contract and Relationship Management
Domain 4: The Four Dimensions Model – Module 4.3: Partners & Suppliers
Module 4.4: Value Streams & Processes
3 Topics
1 Quiz
4.4.1 Designing and Mapping Value Streams
4.4.2 Process Optimization and Workflow
4.4.3 Integrating Value Streams with Processes
Domain 4: The Four Dimensions Model – Module 4.4: Value Streams & Processes
Domain 5: ITIL 4 Specialist & Advanced Modules
Module 5.1: Create, Deliver & Support (CDS)
5 Topics
1 Quiz
5.1.1 Planning and Managing Resources in a Value Stream
5.1.2 Developing and Deploying Services
5.1.3 Supporting Services: Service Desk and Incident Management
5.1.4 Supporting Services: Problem and Service Request Management
5.1.5 Integrating Value Streams for Service Creation
Domain 5: ITIL 4 Specialist & Advanced Modules – Module 5.1: Create, Deliver & Support (CDS)
Module 5.2: Drive Stakeholder Value (DSV)
5 Topics
1 Quiz
5.2.1 Understanding Customer Journeys and Needs
5.2.2 Fostering Stakeholder Relationships
5.2.3 Shaping Demand and Defining Service Offerings
5.2.4 Agreeing, Onboarding, and Co-creating Value
5.2.5 Realizing and Tracking Value
Domain 5: ITIL 4 Specialist & Advanced Modules – Module 5.2: Drive Stakeholder Value (DSV)
Module 5.3: Direct, Plan & Improve (DPI)
5 Topics
1 Quiz
5.3.1 Creating Effective Management Strategies
5.3.2 Making Data-Driven Decisions
5.3.3 Managing Risks and Opportunities
5.3.4 Building and Evolving Teams and Capabilities
5.3.5 Leading Organizational Change
Domain 5: ITIL 4 Specialist & Advanced Modules – Module 5.3: Direct, Plan & Improve (DPI)
Module 5.4: Digital & IT Strategy (DITS)
5 Topics
1 Quiz
5.4.1 Digital Transformation and Disruption
5.4.2 Developing a Digital and IT Strategy
5.4.3 Managing Strategic Initiatives and Portfolios
5.4.4 Fostering a Digital Culture and Mindset
5.4.5 Measuring Strategic Success and ROI
Domain 5: ITIL 4 Specialist & Advanced Modules – Module 5.4: Digital & IT Strategy (DITS)
Domain 6: Implementation & Adoption in Practice
Module 6.1: Adopting and Adapting ITIL 4
4 Topics
1 Quiz
6.1.1 Organizational Assessment and Readiness
6.1.2 Change Management for Framework Implementation
6.1.3 Building a Continuous Improvement Culture
6.1.4 Tailoring ITIL to Organizational Context
Domain 6: Implementation & Adoption in Practice – Module 6.1: Adopting and Adapting ITIL 4
Module 6.2: Integrating ITIL with Modern Practices
4 Topics
1 Quiz
6.2.1 Agile, DevOps, and Lean IT
6.2.2 COBIT, ISO/IEC 20000, and Other Standards
6.2.3 SIAM, Cloud, and Multi-Sourcing Environments
6.2.4 Cybersecurity Frameworks (e.g., NIST, ISO 27001)
Domain 6: Implementation & Adoption in Practice – Module 6.2: Integrating ITIL with Modern Practices
Module 6.3: Measuring, Reporting, and Sustaining Value
4 Topics
1 Quiz
6.3.1 Defining Key Metrics, KPIs, and OKRs
6.3.2 Value Realization and Benefit Tracking
6.3.3 Conducting Maturity and Capability Assessments
6.3.4 Sustaining Improvements and Demonstrating ROI
Domain 6: Implementation & Adoption in Practice – Module 6.3: Measuring, Reporting, and Sustaining Value