Module 1: Introduction to ITIL 4 & Service Management

• History of ITIL: from ITIL v1 to ITIL 4 (2019)
• What is IT Service Management (ITSM) and why it matters
• Key concepts: service, value, outcome, output, cost, and risk
• Stakeholders in service management: customers, users, sponsors
• Understanding value co-creation with customers
• ITIL 4 certification scheme: Foundation, Managing Professional, Strategic Leader

Module 2: The Four Dimensions of Service Management

• Dimension 1: Organisations and People
• Dimension 2: Information and Technology
• Dimension 3: Partners and Suppliers
• Dimension 4: Value Streams and Processes
• How the four dimensions apply to every service and practice
• External factors: PESTLE analysis and its impact on service management

Module 3: The ITIL Service Value System (SVS)

• Overview of the Service Value System (SVS) components
• Guiding Principles: the 7 ITIL 4 guiding principles explained
• Governance: oversight and direction in service management
• Service Value Chain: the six activities of the SVC
• Practices: 34 ITIL management practices overview
• Continual Improvement model and the CIR

Module 4: ITIL 4 Guiding Principles in Depth

• Focus on value: every action should link to value creation
• Start where you are: assess current state before redesigning
• Progress iteratively with feedback: agile thinking in ITSM
• Collaborate and promote visibility: breaking down silos
• Think and work holistically: understanding dependencies
• Keep it simple and practical: avoid unnecessary complexity
• Optimise and automate: where to apply automation for efficiency

Module 5: The Service Value Chain

• Plan activity: ensuring shared direction for the organisation
• Improve activity: embedding continual improvement
• Engage activity: understanding stakeholder needs
• Design & Transition activity: building fit-for-purpose services
• Obtain/Build activity: acquiring service components
• Deliver & Support activity: ensuring services work as expected

Module 6: Key ITIL 4 Management Practices

• Service Desk practice: single point of contact for users
• Incident Management: restoring service as quickly as possible
• Problem Management: eliminating root causes of incidents
• Change Enablement: managing risks of change
• Service Request Management: handling routine requests
• Service Level Management and the SLA framework
• Continual Improvement and IT Asset Management practices

Module 7: ITIL 4 and Agile/DevOps Integration

• How ITIL 4 embraces agile, DevOps, and Lean thinking
• Value streams in ITIL 4: mapping service delivery flow
• ITIL 4 and DevOps: collaboration between development and operations
• Automation in ITSM: AI, chatbots, and self-service portals
• ITIL 4 in cloud environments: adapting practices for cloud services
• Positioning ITIL 4 alongside SAFe, Scrum, and COBIT

Module 8: ITIL 4 Foundation Exam Preparation

• Exam format: 40 questions, 60 minutes, closed book, 65% pass mark
• Key ITIL 4 definitions every candidate must know
• Common exam mistakes and how to avoid them
• Distinguishing between similar concepts: incident vs problem, output vs outcome
• Two full mock exams (40 questions each) with explanations
• Exam day tips and booking your PeopleCert ITIL 4 Foundation exam

PeopleCert-Accredited ITIL 4 Trainers Our ITIL 4 instructors are accredited by PeopleCert and AXELOS, holding ITIL Managing Professional and Strategic Leader certifications. They have trained IT professionals from Foundation through to advanced ITIL 4 specialist modules, with a track record of exceptional exam pass rates.

IT Service Management Practitioners Trainers have worked as IT Service Managers, ITSM consultants, and Service Desk Directors in banking, telecommunications, healthcare, and government. They've implemented ITIL frameworks in organisations of every size, giving them authentic ITSM war stories that make the concepts stick.

DevOps & Agile Integration Knowledge ITIL 4 is designed to work alongside DevOps, Lean, and agile frameworks. Our instructors understand all of these methodologies and can clearly explain how ITIL 4 fits into modern IT delivery environments — a critical skill for today's IT professionals.

Exam-Focused with Practical Grounding Every lesson balances exam-relevant knowledge with practical ITSM application. Learners don't just memorise definitions — they understand why each concept matters and how it applies to real IT service management challenges.

Post-Course ITSM Career Support ITIL 4 Foundation is just the beginning. Our instructors provide guidance on ITIL 4 career pathways (CDS, DSV, HVIT, DPI streams), how to apply ITIL on the job immediately, and how to use your certification to advance in IT service management roles.