Course Description

ITIL logo in purple with a perspective image of a spiral ribbon in dark and light purple to the left

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 ITSM in your organization. 


Course Outline

Lesson 1: ITIL 4 Overview

  • Structured Benefits
  • The Service Value System
  • Four Dimensions of Service Management 

Lesson 2: Key Concepts of ITIL

  • What is Service Management?
  • Service Relationships
  • Creating Value 

Lesson 3: The Four Dimensions of Service Management

  • A Holistic Approach to Value Delivery
  • Organizations and People 
  • Informational Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors 

Lesson 4: The ITIL Service Value System (SVS)

  • Guiding Principles
  • Governance
  • Service Value Chain
  • Practices
  • Continual Improvement

Lesson 5: The ITIL Guiding Principles

  • Focus on Value
  • Start Where You Are 
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically 
  • Keep It Simple and Practical
  • Optimize and Automate
  • Principle Interaction

Lesson 6: Governance

  • Governing Bodies
  • Governance Activities
  • The Role of Governance in the SVS 

Lesson 7: The Service Value Chain

  • Plan
  • Improve 
  • Engage 
  • Design and Transition
  • Obtain and Build 
  • Deliver and Support 

Lesson 8: Continual Improvement

  • The Model, the Value Chain, and Practice
  • Continual Improvement Model
  • Continual Improvement and the Guiding Principles
  • Theory of Constraints

Lesson 9: Key ITIL Practices

  • Introduction to ITIL Practices 
  • Continual Improvement 
  • Service Level Management
  • Change Control 
  • Incident Management
  • Service Request Management 
  • Service Desk
  • Problem Management 

Lesson 10: Other ITIL Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

Learner Outcomes

At the end of this training, the learner will be able to:

  • Discuss the fundamental components of ITIL 4.
  • Define the key concepts of ITIL 4.
  • Identify the four dimensions of Service Management.
  • Identify the components and functions of the ITIL Service Value System (SVS).
  • Analyze the ITIL guiding principles.
  • Identify the function of governance within the ITIL SVS.
  • Identify the components and functions of the Service Value Chain (SVS).
  • Discuss continual improvement within ITIL 4.
  • Analyze the key ITIL management practices.
  • Define the general, service, and technical management practices of ITIL.


The cost of class includes exam voucher.

Learn about more ITIL topics here


To ensure your success in this course, end-user level computer and networking skills are required. 


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. 

Some level of work experience in IT service support or IT service delivery is highly recommended.


"The instructor did an excellent job- well versed in this new version of ITIL, great discussion, they definitely kept us engaged."

Spring 2019 Participant


"This is an EXCELLENT course and with an outstanding instructor. They were engaging and provided great information. I highly recommend this course and instructor. Great knowledge and examples that directly applied to everyday life as well as my job."

Fall 2019 Participant


"Very engaging, knowledgeable, respectful and industry-experienced instructor combined with the beautiful Washington University campus"

Fall 2019 Participant

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