ITIL 4 Foundation Certification

ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.

You will learn:

• The ITIL Service Management System
• The Service Value Chain
• Continual Improvement best practices
• Key Guiding Principles
• Governance Requirements
• Key ITIL Practices, including
• Incident Management
• Service Request Fulfillment
• Service Level Management
• Service Desk
• Change Control
• Continual Improvement
• And many more

Follow on courses

• ITIL 4 Foundation is the gateway to implementing best practices for IT. In the 2nd half of 2019 a number of job-aligned ITIL Certifications will be introduced, including
• ITIL Specialist credentials
• High Velocity IT
• Drive Stakeholder Value
• Create, Deliver, and Support
• Digital and IT Strategy
• And ITIL Strategist – Direct, Plan, and Improve
• Leading to the new ITIL Managing Professional and Strategic Leader credentials

ONLC Extra

ONLC includes an exam voucher with our ITIL Foundation course. Students receive the voucher upon request and should use it pay for their ITIL exam at PeopleCert. The exam can be taken at one of their approved testing centers or online. For details visit:

• PeopleCert

Course Outline

1: ITIL 4 Overview

• Introduction to ITIL
• Key Concepts of ITIL

2: The ITIL Framework

• The Four Dimensions of Service Management
• The ITIL Service Value System (SVS)

3: The ITIL Guiding Principles

• Focus on Value
• Start Where You Are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep It Simple and Practical
• Optimize and Automate

4. The ITIL Service Value System (SVS)

• Governance
• The Service Value Chain
• Continual Improvement
• 5: Key ITIL Practices
• Continual Improvement
• Service Level Management
• Change Control
• Incident Management
• Service Request Management
• Service Desk
• Problem Management

6: Other ITIL Practices

• General Management Practices
• Service Management Practices
• Technical Management Practices

All ITIL® online courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.