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ITIL 4 Foundation

Course Duration
3 Days

Training Mode

Accredited By

Course Overview

The ITIL 4 Foundation course is a globally recognized entry-level certification that provides individuals with an understanding of the ITIL framework, key concepts, and their role in modern IT service management. This course covers the most recent version of the ITIL framework, including its guiding principles, service value system, and service management practices. 

By taking this course, you will gain the skills and knowledge needed to improve your organization’s IT service management practices and prepare for the ITIL 4 Foundation certification exam. 

Corporate Benefits

Upskilling your employees in this certification offers several advantages, including: 

  • Improving the company’s ability to provide high-quality services by introducing effective service management 
  • Streamlining service management processes to reduce company waste 
  • Increasing customer satisfaction by putting the needs of the customer first 
  • Increasing a company’s competitive advantage by developing a skilled workforce capable of providing world-class IT services 
  • Lowering organisational costs and implementing cost-cutting solutions

Course ratings

Firdaus Mohd Razali
IT Service Manager
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"The ITIL 4 Foundation course that was provided was a great success for our organisation. We were able to streamline our IT processes and improve efficiency as a result of the comprehensive training and practical examples provided."
Lim Jia Min
IT Operations Manager
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"We were thrilled with the ITIL 4 Foundation course offered. Our team was able to implement the best practices taught in the course, resulting in improved customer satisfaction and increased productivity."
Loh Wei Ching
Service Delivery Manager
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"The ITIL 4 Foundation course was exactly what our organization needed to get up-to-date on the latest IT service management techniques. The training was engaging, relevant, and delivered by knowledgeable instructors."
Wan Nurul Aini Wan Ishak
IT Support Manager
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"The ITIL 4 Foundation course offered was a great investment for our organization. The course materials were well-organized, and the instructors were knowledgeable and engaging. Our team has since become more efficient and effective in our IT service management practices."
Rajesh a/l Krishnan
IT Service Desk Manager
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"After completing the ITIL 4 Foundation course, our team was able to confidently apply ITIL principles to our business processes. We have seen a significant improvement in our IT service delivery, and our customers have noticed too."

Why Choose Us ?

  • Reputable training facility with over 20 years of experience.
  • Experienced and knowledgeable instructors
  • High-quality, relevant, and up-to-date training materials
  • Convenient training that fits your hectic schedule
  • Good value for money that is worth the investment

Course Objectives

  • Discover how modern IT and digital service organizations work 
  • Understand how value streams boost speed and efficiency 
  • Recognize cultural or behavioral principles guide work that benefits the organization as a whole 
  • Understand how to use common service management terms and concepts
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Who Should Get Certified

  • IT Service Management professionals 
  • IT Operations professionals 
  • IT Service Desk and Incident Management professionals 
  • Service Delivery Managers 
  • IT Project Managers 
  • ITIL Consultants 
  • Quality Assurance Managers
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  • Have some basic knowledge of IT service management concepts and practices 
  • Have some prior work experience in the IT industry
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Course Curriculum

Module 1: Module 1: Introduction 

  • IT service management in the modern world 
  • About ITIL 4 
  • The structure and benefits of the ITIL 4 framework 
  • The ITIL SVS 
  • The four dimensions model 

Module 2: Key Concepts of Service Management 

  • Value and value co-creation 
  • Value co-creation 

Module 3: Organizations, Service Providers, Service Consumers, and Other Stakeholders 

  • Service providers 
  • Service consumers 
  • Other stakeholders 

Module 4: Products and Services 

  • Configuring resources for value creation 
  • Service Offerings 

Module 5: Service Relationship 

  • The Service Relationship Model 

Module 6: Value, Outcomes, Costs and Risks 

  • Outcomes 
  • Costs 
  • Risks 
  • Utility and Warranty 

Module 7: The Four Dimensions of Service Management 

  • Organizations and people 
  • Information and technology 
  • Partners and suppliers 
  • Value streams and processes 
  • Value streams for service management 
  • Processes 
  • External Factors 
  • Summary 

Module 8: The ITIL Service Value System 

  • Service value system overview 
  • Opportunity, demand, and value 
  • 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 

Module 9: Governance 

  • Governing bodies and governance 
  • Governance in the SVS 
  • Module 10: Service Value Chain 
  • Plan 
  • Improve 
  • Engage 
  • Design and transition 
  • Obtain/build 
  • Deliver and support 

Module 11: Continual Improvement 

  • Steps of the continual improvement model 
  • Continual improvement and the guiding principles 

Module 12: General Management Practices 

  • Architecture management 
  • Continual improvement 
  • Information security management 
  • Knowledge management 
  • Measurement and reporting 
  • Organizational change management 
  • Portfolio management 
  • Project management 
  • Relationship management 
  • Risk management 
  • Service financial management 
  • Strategy management 
  • Supplier management 
  • Workforce and talent management 

Module 13: Service Management Practices 

  • Availability management 
  • Business analysis 
  • Capacity and performance management 
  • Change control 
  • Incident management 
  • IT Asset Management 
  • Monitoring and event management 
  • Problem management 
  • Release management 
  • Service catalogue management 
  • Service configuration management 
  • Service continuity management 
  • Service design 
  • Service desk 
  • Service level management 
  • Service request management 
  • Service validation and testing 

Module 14: Technical Management Practices 

  • Deployment management 
  • Infrastructure and platform management 
  • Software development and management
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Claim with HRD-Corp

We are an authorized training provider of HRD Corp (Human Resources Development Corporation). Our certification training programs are eligible for funding under SBL-Khas Scheme. 

HRD Corp provides training and upskilling opportunities for Malaysian employees who are: 

  • Malaysian citizens or permanent residents
  • Employed in a company that contributes to HRD Corp (employer with 10 or more Malaysian employees, or employers from specific sectors)
  • Registered with the HRD Corp portal and have an activated account
  • Have not attended the same training program within the last 12 months
  • Meet the specific requirements for the training program, such as qualifications, skills, or job-specific criteria

Invest in your employees’ professional growth and development by claiming your training with HRD-Corp today!