ITIL® 4 Foundation Course | Learning Heights Tanzania

Course Overview

ITIL® 4 Foundation is the essential entry-point for anyone involved in the delivery or support of IT-enabled services. This course introduces a modern, holistic approach to IT service management, moving beyond traditional process-led delivery. You will learn how the ITIL framework has evolved to embrace modern ways of working, such as Agile, DevOps, and Lean, all within the context of the Service Value System (SVS).

Learning Outcomes

Upon successful completion of this course, you will be able to:

Understand and explain the core concepts of service management and the ITIL 4 framework.
Apply the ITIL guiding principles to help your organization adopt and adapt service management.
Describe the four dimensions of service management and their importance.
Explain the purpose and components of the ITIL Service Value System (SVS) and the Service Value Chain.
Understand the purpose of key ITIL practices such as Incident Management, Problem Management, Change Enablement, and more.
Confidently sit for and pass the official ITIL 4 Foundation certification exam.

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Comprehensive Syllabus

Module 1: Core Concepts of Service Management

Defining "Service" and "Service Management"
Understanding Value and Value Co-creation
Differentiating Utility (Fitness for Purpose) and Warranty (Fitness for Use)
Identifying Stakeholders: Customers, Users, and Sponsors
Service Relationships and Service Offerings (Goods, Access, Actions)

Module 2: The Four Dimensions and Guiding Principles

The Four Dimensions of Service Management:

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

The Seven 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.

Module 3: The ITIL Service Value System (SVS)

Purpose and overview of the SVS
Inputs (Opportunity/Demand) and Outputs (Value)
Components of the SVS: Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement.
Understanding the flow from demand to value.

Module 4: ITIL Management Practices In-Depth

Detailed exploration of the purpose and key terms for essential ITIL practices, including:

General Management Practices: Continual Improvement, Information Security Management, Relationship Management, Supplier Management.
Service Management Practices: Change Enablement, Incident Management, IT Asset Management, Monitoring and Event Management, Problem Management, Release Management, Service Configuration Management, Service Desk, Service Level Management, Service Request Management.
Technical Management Practices: Deployment Management.

Certification Exam

This course fully prepares you for the official ITIL® 4 Foundation exam, which is a prerequisite for all other ITIL 4 certifications.

Exam Format: Closed-book, multiple-choice questions.
Number of Questions: 40 questions.
Passing Score: 26 out of 40 (65%).
Duration: 60 minutes.
Examining Body: PeopleCert on behalf of AXELOS.

Key Facts

AudienceIT staff, Business Managers, IT Directors, Service Support Engineers, and anyone needing a foundational understanding of IT Service Management.
PrerequisitesNone. This is an entry-level course.
Duration3 Days / 21 Contact Hours
FormatIn-Person & Live Online
Certification BodyPeopleCert / AXELOS

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