Course Duration
3 Days
ITIL
Authorized Training
ITIL and Service Management
Course cost:
was £1,995
£1,138
ITIL and Service Management Certification Overview
The ITIL® 4 Foundation course provides a comprehensive introduction to IT service management and the ITIL framework. It is designed for individuals involved in the delivery, support, or management of IT-enabled services in modern digital organisations.
This course introduces learners to key ITIL concepts such as the Service Value System (SVS), the service value chain, the four dimensions of service management, and ITIL’s guiding principles. Learners will also explore the most important ITIL practices and how these support value creation through service delivery. A blended learning format combines digital content and live instruction, enabling learners to apply knowledge in practical scenarios.
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Prerequisites
There are no formal prerequisites.
Target audience
This course is suitable for:
- IT professionals at all levels
- Service managers and team leads
- Customers and users involved in service provision or consumption
- Anyone looking to understand and adopt ITIL-based service management practices
Learning Objectives
By the end of this course, learners will be able to:
- Identify and understand the key concepts of IT service management
- Describe the purpose and structure of the ITIL 4 Service Value System (SVS)
- Recognise the components and activities of the service value chain
- Explain the four dimensions of service management
- Understand and apply the seven ITIL 4 guiding principles
- Explore the 15 ITIL practices, with in-depth knowledge of seven key practices
- Use ITIL terminology and concepts to support value co-creation in organisations
ITIL(R) 4 Foundation - IT Service Management Certification Course Content
Course introduction
- What is ITIL 4 and how it supports service management
- Introduction to value and service-based thinking
Key concepts of service management
- Understanding value and value co-creation
- Service providers, consumers, and stakeholders
- Definitions of products, services, and service offerings
- Outputs, outcomes, utility, and warranty
The ITIL 4 Service Value System
- Components and benefits of the SVS
- The service value chain and how it enables value creation
- Challenges and practical applications of the SVS model
The ITIL 4 practices in detail
- Service desk
- Incident management
- Problem management
- Service request management
- Service level management
- Change enablement
- Continual improvement
The ITIL 4 guiding principles
- Overview of the seven principles
- Applying guiding principles in practice
The four dimensions of service management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Other ITIL 4 practices
- Overview of eight additional practices
- Understanding terminology and foundational concepts
- Example: relationship management
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 60 minutes duration
- Closed book format
- Pass mark: 26 out of 40 (65%)
- The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course
From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.
Hands-on learning
Learners will:
- Engage in guided revision activities and practice questions
- Apply ITIL concepts to real-world examples during interactive sessions
- Use case-based learning to reinforce ITIL frameworks
- Receive instructor guidance and peer collaboration throughout
ITIL(R) 4 Foundation - IT Service Management Certification Dates
Next 12 available training dates for this course
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Advance Your Career with ITIL(R) 4 Foundation - IT Service Management Certification
Gain the skills you need to succeed. Enrol in ITIL(R) 4 Foundation - IT Service Management Certification with Newto Training today.