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ITIL V4 Foundation

Categories: PeopleCert

About Course

Course Overview

  • Co-create value and drive organizational success in the digital era

  • ITIL 4: the framework for the management of IT-enabled services

  • ITIL 4 Foundation – IT Service Management Certification

  • ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services

  • ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery and who is interested in helping their organization embrace the new service management culture

  • The course helps to understand how modern IT and digital service organizations operate, how value streams increase speed and efficiency, how cultural or behavioural principles guide work, and how to use commonly-used service management terms and concepts

Course Objectives

By the end of this training, participants will be able to:

  • Understand key IT service management concepts

  • Understand how ITIL guiding principles help organizations adopt and adapt service management

  • Understand the 4 dimensions of service management

  • Understand the purpose and components of the service value system

  • Understand the activities of the service value chain and how they interact

  • Know the purpose of key ITIL practices

  • Prepare to sit the ITIL 4 Foundation examination

Course Outline

  • IT Service Management definitions: Service, Utility, Warranty, Customer, User, Service management, Sponsor

  • Key concepts of value creation

  • Key concepts of service relationships: service offering, service provision, service consumption, service relationship management

  • 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

  • The 4 dimensions of service management: Organizations and people; Information and technology; Partners and suppliers; Value streams and processes

  • The ITIL service value system

  • The service value chain, inputs and outputs, and its role in supporting value streams

  • Service value chain elements: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

  • ITIL practices supporting the service value chain: Continual Improvement, Change Control, Incident Management, Problem Management, Service Request Management, Service Desk, Service Level Management

  • Purpose of ITIL practices: Information Security Management, Relationship Management, Supplier Management, Availability Management, Capacity and Performance Management, Service Configuration Management, IT Asset Management, Business Analysis, Service Continuity Management, Deployment Management, Monitoring and Event Management, Release Management

World Food Programme (WFP)

Our work with the World Food Programme (WFP) focused on enabling the effective adoption of digital field technologies and essential digital literacy capabilities. Participants utilized mobile-based data collection platforms within operational contexts, enhancing accuracy, consistency, and confidence in digital data handling. The engagement strengthened WFP’s ability to rely on digital tools to support field operations and humanitarian programs.

Raya

For Raya, we delivered technology enablement focused on automation-driven operations and scalable application development. Participants gained hands-on experience with automation technologies and modern front-end development frameworks, supporting more efficient processes and the delivery of flexible, high-performance digital solutions aligned with business growth objectives.

EgyptAir

Our engagement with EgyptAir focused on enabling the effective use of application development technologies alongside the adoption of cybersecurity and secure computing practices within operational environments. Participants worked with Microsoft-based development platforms and programming technologies while gaining practical exposure to secure application usage, access control mechanisms, and threat-aware system interaction. This integrated technology enablement supported more secure digital operations, improved system reliability, and reinforced cyber resilience across aviation technology environments.

Banque Misr

We collaborated with Banque Misr to enable integrated enterprise technology capabilities across multiple domains. The engagement supported effective utilization of IT infrastructure environments, data analytics platforms, and professional capability development frameworks, allowing teams to operate confidently within complex enterprise systems. Our delivery approach focused on practical technology adoption, operational alignment, and building sustainable competencies that support reliable banking services and informed, data-driven decision-making.

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