ITIL 4 Foundation
9/22/2020 - 9/23/2020


COURSE COST: $1295.00

COURSE TIMES: 9:00am - 4:30pm

Printable version of this course
Register for this course


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.


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.

To ensure your success, end-user level computer and networking skills are required. To meet this prerequisite, you can take the following Logical Operations course or any similar introductory course:

Using Microsoft® Windows® 10

Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations IT Systems and Support curriculum library to supplement your professional experience in this area.


Course Cost listed does not include the cost of Courseware or Exam. Course is subject to a minimum enrollment to run. Course may run virtually as a Virtual Instructor-Led (VILT) class if the minimum enrollment is not met. For more information, please contact 207-775-0244 or email:


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 Managemen
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 Practices