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ITIL® 4 Foundation

ITIL® 4 Foundation
Course Description Overview

Course Specifications

Course Number:


Course Length:

2 days

Course Description Overview:

ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.


This course is accredited by PeopleCert. The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization.  For further details on the process and requirements for accreditation, please contact your Logical Operations account manager.


ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Objectives:

In this course, you will identify, describe, and analyze all components of the ITIL 4 IT service management approach.


You will:


  • Define ITIL and its key concepts.
  • Identify the components of the ITIL framework.
  • Analyze the ITIL guiding principles.
  • Identify the components and functions of the ITIL Service Value System (SVS).
  • Analyze the key ITIL management practices.
  • Define the general, service, and technical management practices of ITIL.
If you are familiar with ITIL version 3, much of the basic terminology will be similar. If there are notable revisions to the content, this icon will appear next to the explanatory text. For example, if the definition of a term has been revised, then this icon will appear along with an explanation of how the definition has changed from the previous version.
Target Student:

This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.


This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.



To ensure your success, end-user level computer and networking skills are required. To meet this prerequisite, you can take the following South African Career Campus course or any similar introductory course:


  • Using Microsoft® Windows® 10


Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the South African Career Campus  IT Systems and Support curriculum library to supplement your professional experience in this area.


Course-specific Technical Requirements Hardware:

If you wish to use the overheads provided in the data files, you will need to set up a computer for the instructor with the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • Keyboard and mouse (or other pointing device)
  • 1024 x 768 resolution monitor recommended
  • Internet access (contact your local network administrator)
  • Projection system to display the instructor's computer screen


Course-specific Technical Requirements Software:

  • Any current version of Microsoft® Windows or any current version of Apple® Mac OS®.
  • Microsoft® PowerPoint® or any other slide viewing software to display the course slides
  • Course Content:

    Lesson 1: ITIL 4 Overview

     Topic A: Introduction to ITIL

     Topic B: Key Concepts of ITIL

    Lesson 2: The ITIL Framework

     Topic A: The Four Dimensions of Service Management

     Topic B: The ITIL Service Value System

    Lesson 3: The ITIL Guiding Principles

     Topic A: Focus on Value

     Topic B: Start Where You Are

     Topic C: Progress Iteratively with Feedback

     Topic D: Collaborate and Promote Visibility

     Topic E: Think and Work Holistically

     Topic F: Keep It Simple and Practical

     Topic G: Optimize and Automate

    Lesson 4: The ITIL Service Value System

     Topic A: Governance

     Topic B: The Service Value Chain

     Topic C: Continual Improvement

    Lesson 5: Key ITIL Practices

     Topic A: Continual Improvement

     Topic B: Service Level Management

     Topic C: Change Control

     Topic D: Incident Management

     Topic E: Service Request Management

     Topic F: Service Desk

     Topic G: Problem Management

    Lesson 6: Other ITIL Practices

     Topic A: General Management Practices

     Topic B: Service Management Practices

     Topic C: Technical Management Practices

    Appendix A: Mapping Course Content to ITIL® 4 Foundation Syllabus

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    Certification reference (where applicable)