Upon completion of this course, participants will be able to:

• Explain the concept of value co-creation through the Service Value System (SVS).
• Describe the four dimensions of Service Management (Organizations and people, Information and technology, Value streams and processes, Partners and suppliers).
• Understand the purpose and components of the ITIL Guiding Principles.
• Detail the function of the seven key ITIL practices (e.g., Incident Management, Change Enablement).
• Apply the Continual Improvement model for ongoing service optimization.
• Understand how ITIL practices contribute to the Service Value Chain.
• Define key ITSM terminology related to service offering, warranty, and utility.
• Prepare for and successfully pass the ITIL 4 Foundation certification exam.

• IT Support Staff and Help Desk Technicians.
• IT Service Managers and Process Owners.
• Business Managers seeking to understand the value of IT services.
• Anyone involved in the design, delivery, and support of IT services.
• Individuals pursuing the ITIL 4 Foundation certification.

• Discussions focused on applying ITIL principles to real-world IT scenarios.
• Case studies analyzing ITSM implementation successes and failures.
• Individual exercises for mapping business requirements to ITIL practices.
• Practice exams and review sessions for the ITIL 4 Foundation certification.

Unit 1: Key Concepts of Service Management

• Defining Value: utility, warranty, costs, and risks.
• Understanding the concept of service offering and co-creation.
• Consumers and providers of services and their roles.
• Organizational structures and their impact on service delivery.

• Organizations and People: culture, capability, and leadership.
• Information and Technology: management tools, architecture, and security.
• Value Streams and Processes: process management and service mapping.
• Partners and Suppliers: relationship types and service integration.

Unit 2: The ITIL Service Value System (SVS)

• Overview of the ITIL Service Value System and its purpose.
• The ITIL Guiding Principles and how they should be applied.
• Governance and its role in directing and controlling the organization.
• Continual Improvement and the ITIL Improvement Model.

• The six activities of the Service Value Chain (Plan, Engage, Design & Transition, Obtain/Build, Deliver & Support, Improve).
• Understanding the flow of value through the chain.
• Mapping practices to Service Value Chain activities.
• Integrating the SVS with external influences and dependencies.

Unit 3: Key ITIL Management Practices - Part 1

• Continual Improvement practice and its application.
• Risk Management and Information Security Management.
• Relationship Management and Supplier Management.
• Workforce and Talent Management.

• Change Enablement (formerly Change Management) and its scope.
• Incident Management: swift restoration of service.
• Problem Management: identifying and addressing root causes.
• Service Desk: the single point of contact (SPOC).

Unit 4: Key ITIL Management Practices - Part 2

• Service Request Management: handling repeatable user requests.
• Service Level Management (SLM): agreeing and monitoring service targets.
• Release Management: making new services or features available.
• Deployment Management: moving components to live environments.

• Infrastructure and Platform Management and its purpose.
• Software Development and Management.
• The integration of technical practices into the Service Value Chain.
• Automation and its role in modern service delivery.