The course covers the foundation of ITIL 4 best practices at a basic level. Students will learn about the Service Value System (SVS), the four dimensions of service management, the service value chain, the 7 guiding principles, and service management methods.

ITIL 4 is a non-prescriptive industry best practice that provides a vendor-neutral, technology-agnostic framework for addressing service management challenges by changing much of the established ITSM practices in the broader context of customer experience, value streams, and digital transformation, and adopting new ways jobs such as Lean, Agile and DevOps.