ITIL Training


ITIL 4 integrates concepts from models such as Lean IT, Agile and DevOp and really takes you through a more evolved view with holistic end-to-end picture of what it really means to contribute to business value. The heart of this model is the Service Value System (SVS).


At the end of this new two-day course, attendees will have an understanding of the following:

  • High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes and functions map to the new ITIL 4 model
  • The seven Guiding Principles of ITIL 4
  • ITIL’s new Service Value Chain
  • The four dimensions of Service Management
  • The 34 ITIL practices, with a focus on 18 of these based on General management , Service management and Technical management – Some key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, to see their importance for delivering business value in context of ITSM


The ITILF V4 Certification Course is applicable for anyone who is looking to upgrade their ITIL v3 certification and knowledge. Also it is game changer for all those working in IT looking for IT Service Management education and an understanding of how to provide business value


  • Introduction
    • Overview – Exam
    • Service Organizations
    • Quiz: Introduction
  • Service Management
    • Overview-Service Management
    • Value
    • Utility and Warranty
    • Services and Products
    • Service Offerings
    • Service Relationships
    • Outcomes
    • Costs
    • Risks
    • Quiz: Service Management
  • Four Dimensions of Service Management
    • Overview-Four Dimensions of Service Management
    • PESTLE
    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes
    • Applying the Four Dimensions
    • Quiz: Four Dimensions of Service Management
  • Service Value System
    • Overview-Service Value System
    • Opportunity, Demand, and Value
    • Governance
    • Quiz: Service Value System
  • Guiding Principles
    • Overview -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
    • Quiz: Guiding Principles
  • Service Value Chain
    • Overview- Service Value Chain
    • Plan Activity
    • Improve Activity
    • Engage Activity
    • Design and Transition Activities
    • Obtain/Build Activity
    • Deliver and Support Activities
    • Value Streams
    • Quiz: Service Value Chain
  • Continual Improvement
    • Overview -Continual Improvement
    • Continual Improvement Model
    • What is the Vision?
    • Where are We Now?
    • Where Do We Want to Be?
    • How Do We Get There?
    • Take Action
    • Did We Get There?
    • How Do We Keep the Momentum Going?
    • Continual Improvement and the Guiding Principles
    • Quiz: Continual Improvement
  • General Management Practices
    • Overview- General Management Practices
    • Categories of Practices
    • Continual Improvement
    • Information Security Management
    • Relationship Management
    • Supplier Management
    • Architecture Management
    • Knowledge Management
    • Measurement and Reporting
    • Organizational Change Management
    • Portfolio Management
    • Project Management
    • Risk Management
    • Service Financial Management
    • Strategy Management
    • Workforce and Talent Management
    • Quiz: General Management Practices
  • Service Management Practices
    • Overview-Service Management Practices
    • Change Control
    • Incident Management
    • Problem Management
    • Service Desk
    • Service Level Management
    • Service Request Management
    • IT Asset Management
    • Monitoring and Event Management
    • Release Management
    • Service Configuration Management
    • Availability Management
    • Business Analysis
    • Capacity and Performance Management
    • Service Catalog Management
    • Service Continuity Management
    • Service Design
    • Service Validation and Testing
    • Quiz: Service Management Practices
  • Technical Management Practices
    • Overview -Technical Management Practices
    • Deployment Management
    • Infrastructure and Platform Management
    • Software Development and Management
    • Quiz: Technical Management Practices
  • Practice Exam
    • Question sets


Flexible scheduling


Distance learning option is also available through remote interactive training 


3 sessions of 3-4 hours each