ITIL 4 Foundation Training Course Outline

Total Duration: 24 Hours

Day 1: Introduction to ITIL 4 (6 Hours)

1. Welcome and Course Overview (30 minutes)
   • Introduction to ITIL and its significance
   • Course objectives and structure
2. Key Concepts of Service Management (1.5 hours)
   • Understanding Service and Service Management
   • Value and Value Co-creation
   • Stakeholders in Service Management
3. The Four Dimensions of Service Management (2 hours)
   • Organizations and People
   • Information and Technology
   • Partners and Suppliers
   • Value Streams and Processes
4. Introduction to the ITIL Service Value System (SVS) (2 hours)
   • Overview of the SVS
   • The Guiding Principles
   • Governance

Day 2: ITIL Guiding Principles and Practices (6 Hours)

1. The ITIL Guiding Principles (2 hours)
   • 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
2. The ITIL Management Practices Overview (1 hour)
   • General Management Practices
   • Service Management Practices
   • Technical Management Practices
3. Selected ITIL Practices – Part 1 (3 hours)
   • Incident Management
   • Problem Management
   • Change Enablement
   • Service Desk

Day 3: Deep Dive into ITIL Practices (6 Hours)

1. Selected ITIL Practices – Part 2 (3 hours)
   • Service Level Management
   • Continual Improvement
   • Service Request Management
2. Understanding the Service Value Chain (2 hours)
   • Plan
   • Improve
   • Engage
   • Design and Transition
   • Obtain/Build
   • Deliver and Support
3. Case Studies and Real-World Scenarios (1 hour)
   • Applying ITIL practices in different scenarios
   • Group discussion and interactive session

Day 4: Exam Preparation and Review (6 Hours)

1. Mock Exam 1 (2 hours)
   • Full-length practice exam
   • Review and discussion of answers
2. Mock Exam 2 (2 hours)
   • Another full-length practice exam
   • Review and discussion of answers
3. Final Review and Q&A (2 hours)
   • Recap of key concepts and principles
   • Open Q&A session for final clarifications

Post-Training Support

• Access to Study Materials and Resources
• Follow-up Q&A Session (1 Hour, Optional)
• Exam Registration Guidance

This course outline covers essential ITIL 4 Foundation concepts and prepares participants for the certification exam within a 24-hour training window. The structure allows for a balance between theoretical understanding and practical application.