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Course Outline
Introduction to ITIL® 4 Management Practices
- Overview of ITIL® 4 practices and their role in service management
- Understanding organisational resources and service value creation
- Relationship between ITIL practices, service value streams, and continual improvement
- Overview of the ITIL® Practice Manager qualification pathway
Service Management Practices: Monitor, Support, and Fulfil
Service Desk
- Purpose and value of the Service Desk practice
- Managing user communication and support channels
- Improving user experience and service quality
Incident Management
- Understanding incident management objectives
- Incident identification, prioritisation, and resolution
- Restoring normal service operations efficiently
Problem Management
- Identifying and managing the causes of incidents
- Root cause analysis techniques
- Preventing recurring incidents through continual improvement
Service Request Management
- Managing user requests effectively
- Designing request fulfilment workflows
- Improving automation and service efficiency
Monitoring and Event Management
- Understanding monitoring strategies
- Event detection, analysis, and response
- Supporting proactive service management
Practices for Plan, Implement, and Control
Change Enablement
- Managing changes while minimising risk
- Change assessment, approval, and implementation processes
- Supporting agile and controlled change delivery
Deployment and Release Management
- Planning and managing software deployments
- Coordinating releases across environments
- Reducing deployment risks and improving delivery speed
Service Configuration Management
- Managing configuration information and relationships
- Understanding Configuration Management Database (CMDB) concepts
- Supporting accurate service information management
IT Asset Management
- Managing the lifecycle of IT assets
- Improving asset visibility and control
- Supporting compliance and cost optimisation
Practices for Collaborate, Assure, and Improve
Relationship and Supplier Management
- Managing stakeholder relationships
- Establishing effective supplier collaboration
- Improving service delivery through partnerships
Service Level Management
- Defining and managing service expectations
- Creating meaningful service level agreements (SLAs)
- Measuring and improving service performance
Continual Improvement
- Applying continual improvement principles
- Identifying improvement opportunities
- Measuring and sustaining service enhancements
Information Security Management
- Understanding information security objectives within ITIL
- Supporting confidentiality, integrity, and availability
- Integrating security practices into service management
Practice Integration and Service Value Streams
- Understanding cross-practice collaboration
- Combining practices to support effective service value streams
- Applying ITIL principles to real-world scenarios
- Improving operational effectiveness through integrated practices
Practical Workshop and Certification Preparation
- Applying ITIL practices through practical exercises
- Reviewing practice roles, activities, and workflows
- Preparing for ITIL Practice Manager assessment requirements
- Course summary and next steps
Requirements
ITIL®️ 4 Foundation Exam
21 Hours
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
In my opinion large amount of practical examples is very helpful to understand subject.
