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IT Service Management – ITIL® 4 Foundations

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EN Dec 15-17 2025 Virtual
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FR Jan 12-14 2026 Virtual
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EN Jan 21-23 2026 Virtual
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EN Jan 26-28 2026 Virtual
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FR Feb 17-19 2026 Virtual
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FR Mar 11-13 2026 In-Person
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EN Mar 16-18 2026 Virtual
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EN Mar 25-27 2026 Virtual
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FR Apr 08-10 2026 Virtual
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EN May 25-27 2026 Virtual
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FR May 27-29 2026 In-Person
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FR Jun 09-11 2026 Virtual
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FR Jul 07-09 2026 Virtual
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IT Service Management – ITIL® 4 Foundations

Download course outline

IT Service Management – ITIL® 4 Foundations

Learn ITIL® 4 in 2.5 days

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Email: contact@qualiti7.com or www.qualiti7.com

This course is given as an intensive two-and-a-half-day workshop covering the notions of service, value system, value chain and practices related to IT Service Management as defined by PeopleCert in the ITIL® framework. This workshop is intended for practitioners or managers involved in one or more basic IT service management activities on a regular basis. At the end of the course, participants will take a one-hour exam containing a multiple-choice questionnaire to obtain the international PeopleCert ITIL® Foundation certificate in IT service management.

ITIL® version: This course introduces the ITIL® 4 version and is based on the EN_ITIL4_FND_2019_CandidateSyll_v1.4.

Language

The course, course materials and exam are in English.

Prerequisite

None.

Study Days

2.5 days of learning, including the final exam (scheduled later by the candidate).

Course Structure

This course comprises a series of interactive readings supplemented by classroom and other exercises resembling exams.

Course Contents

  • Concepts of service and service management;
  • Service Value System and Value Chain;
  • Service frameworks in relation to IT service management.
  • General understanding of 11 ITSM practices (covered in the exam):
    • Relationship management
    • Supplier management
    • Information security management
    • IT asset management
    • Release management
    • Service configuration management
    • Deployment management
    • Monitoring and event management
  • Also (but not covered in the exam):
    • Availability management
    • Capacity and performance management
    • Service continuity management
  • Detailed understanding of 7 ITSM practices:
    • Service level management
    • Change enablement
    • Incident management
    • Problem management
    • Service request management
    • Service Desk
    • Continual improvement

Course Objectives

  • Describe the notion of value system, value chain, practices and roles that an IT organization needs to deliver quality IT services to its organization and clients.
  • State the key objectives of each practice.
  • Explain the advantages of an integrated approach to IT service management.
  • Take the PeopleCert exam with confidence by applying their newly acquired knowledge.
  • Put the ITIL® principles to practical use.

Course Plan

Day 1
  • Introduction to Service and Service Management
  • The four dimensions of service management
  • Service Value System
  • Service Value Chain
Day 2
  • Guiding principles
  • ITIL® 4 Practices
Day 3 (half-day)
  • Application of ITIL® 4 principles
  • Exam preparation

Note

It is recommended to attend this training with an accredited organization using accredited training material to ensure alignment with the latest ITIL® 4 guidance.

Target Audience

Personnel involved in delivering and managing IT services. Participants should have three to six months of prior IT experience.