Course contents for ITIL 4 Foundation training
✅ Core Modules & Topics Covered in ITIL 4 Foundation
1. Introduction & Overview
- What is IT service management (ITSM) in the modern world.
- What is ITIL 4: structure, purpose, scope, and benefits of adopting ITIL 4.
- How ITIL fits into enterprise IT service delivery and alignment with business goals.
2. Key Concepts of Service Management
This module introduces fundamental definitions and ideas around what “services” are and how they deliver value. Topics typically include:
- Definition of service, service management, service provider, service consumer, and other stakeholder roles.
- Value and value creation (value co-creation), understanding outcomes, outputs, costs, risks.
- Service offerings, products vs services, service relationships (service provisioning and consumption), and service relationship management
- Utility and warranty (i.e. what a service does vs how it performs/delivers).
3. The Four Dimensions of Service Management
This module emphasises a holistic view of service management — not just processes, but people, partners, technology, and workflows.
The four dimensions are:
- Organizations & People — culture, roles, skills, organizational structure. Information & Technology — tools, technology infrastructure, data, information systems required to deliver services.
- Partners & Suppliers — external parties, vendor management, supplier relationships that contribute to service delivery.
- Value Streams & Processes — workflows, processes, value-streams that define how services are designed, delivered, and improved.
4. The Service Value System (SVS) & Service Value Chain
This is the heart of ITIL 4 — how organizations create value through integrated service management practices.
Main components covered:
- Overview of the SVS — how all elements of ITIL come together.
- Components of SVS:
- Guiding Principles (see next module)
- Governance
- Service Value Chain (SVC) and its activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support)
- Practices (management practices that support service delivery)
- Continual Improvement
- How inputs (opportunity, demand) translate via value chain to outputs and value outcomes.
5. The Guiding Principles of ITIL 4
ITIL 4 is guided by a set of universal principles that help organizations adapt ITIL to their own context. These are covered in detail.
- 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
6. Key ITIL Management Practices (Overview of Practices)
The course also introduces the management “practices” defined in ITIL 4. You’ll learn what practices are, their purpose, and get a broad understanding of many of them (some in more detail)
While different providers may list slightly different practices, common ones covered include:
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Change Enablement (Change Management)
- Release Management
- Service Level Management
- Service Configuration Management
- Deployment Management
- Continual Improvement
- Monitoring and Event Management
- Information Security Management
- Supplier Management
- Relationship Management
- IT Asset Management
Most trainers will highlight ~7 to 10 practices in more depth; others are covered at a high-level.
7. Exam Preparation & Sample Questions / Mock Exams
Because ITIL 4 Foundation is a certification beyond just learning, courses usually include:
- Review sessions summarizing all key topics.
- Mock exams / sample questions to practise.
- Exam tips — understanding exam format, question types, exam-day guidance.
🧠 What You Should Be Able to Do After Completing the Course
By the end of ITIL 4 Foundation course you should be able to:
- Define key service management concepts (service, value, outcomes, costs, risks)
- Explain the four dimensions of effective service management and why each matters.
- Describe how the Service Value System and Service Value Chain work, and how value is co-created.
- Understand and apply the seven guiding principles of ITIL for service management decisions.
- Identify and describe a set of key ITIL management practices — what they are and when to use them.
- Prepare for and sit for the ITIL 4 Foundation exam (40 multiple-choice questions, 60 minutes).
