Course 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. 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.

Target Audience

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.

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 Practice



I am satisfied with the training offered here and the instructor. I look forward to having another training session with New Horizons.
Imanche Victor Adeniy
ATC Nigeria
The Excel training was well laid out and the facilitator was very versed, he used multiple scenarios to explain the concept. I am very glad to have chosen New Horizons for this training.
Christian Udeh
The training is very excellent and it will help me to identify and resolve some database problems.
Hammed MuritalaMIS