ITIL® 4 Foundation

Module 1 – Introduction to ITIL4

• IT Service Management

• Scope of ITIL4

• The Structure and Benefit

Module 2 – Key Concepts and Definitions of Service Management

• Value and value co-creation

• Organizations, service providers, service consumers, and other stakeholders

• Products and services

• Service relationships

Module 3 – The Four Dimensions of Service Management

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

Module 4 – The ITIL Service Value System

• ITIL guiding principles

• Governance

• Service value chain

• ITIL management practices

• Continual improvement

Module 5 – ITIL Management Practices

• Overview of 15 of the practices

• Explanation of 7 of the practices in more detail