ITIL® 4 Foundation

In the Information Technology industry, it is important to gain a good understanding of the ITIL framework according to the ITIL Service Value Chain of IT service management. This 2-day course (each day consists of 7 hours of training, with a one-hour break for lunch not included in the course price) will enable you to understand the main processes based on ITIL best practices (ITIL 4 version) and sufficient preparation for the achievement of the related certification "ITIL 4 Foundation".

  • Delivery: Virtual, In-house, Blended
  • Duration: 16 h (2 days)
  • Exam: Online Proctored

Course Description


All our courses have a strong practical component. The theoretical part is constantly complemented by simulations on real IT problems.

The skills acquired, when applied to one's own work context can contribute to:

  • Improve the quality of IT services offered
  • Reduce IT operating costs
  • Apply the basic concepts of organizational models
  • Acquire the terminology
  • The structure of the organizational model
  • Offer more reliable support
  • Improve customer satisfaction
  • Achieve greater flexibility
  • Define more clearly the opportunities IT offers to increase business

At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.

This course leads to the ITIL 4 Foundation certification exam session, the passing of which provides an entry-level professional qualification in IT Service Management and allows you to continue on to more advanced courses (ITIL Managing Professional, ITIL Strategic Leader).

Who it is addressed to

  • IT managers, IT staff and process owners; Quality manager and staff;
  • Account managers and business structure involved in preparing technical reports in response to customer requests/tenders;
  • Infrastructure managers, application managers, project managers, and business managers directly involved in IT activities.
  • All people in the IT organization who is looking to improve processes/procedures and who wish to acquire a basic level of knowledge of the ITIL-based organizational model.

Contents of the ITIL Foundation course

  • Introduction to the ITIL 4 Foundation course
  • Framework terminology and structure
  • Introduction to Service Management
  • The main concepts
  • The principles behind service management
  • The four dimensions of service management
  • The approach and guidelines: Service Value System
  • Service Value Chain
  • Overview of key practices
    • Insight into 7 practices
    • Continual Improvement
    • Change Enablement
    • Incident Management
    • Problem Management
    • Service Request Management
    • Service Desk
    • Service Level Management


BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in IT Service Management, they are professionals with many years of experience in ITIL best practice adoption projects in medium and large IT Directorates, able to transfer a software vendor-independent and totally business-oriented implementation approach.

This ITIL® course is offered by BITIL.COM ATO of AXELOS Limited.

Registered Trademarks. ITIL® is a registered trademark of AXELOS Limited, the use of which is permitted only with the permission of AXELOS Limited. All rights reserved.

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