Course ITILv.4 ITIL Fundamentals (v.4). The Principles of IT Department Organization |

Course ITILv.4 ITIL Fundamentals (v.4). The Principles of IT Department Organization

The course aim is to acquaint students with the fourth version of the Information Technology Infrastructure Library (ITIL®).

The main principle of the new version of ITIL® - ITIL®4 - is the organization of comprehensive management of IT services in today's digital economy. ITIL®4 is based on well-established IT Service Management (ITSM) practice. At the same time, ITIL® does not stand still and covers all new practices and trends, such as work with customer experience, practices of value creation and digital transformation. It also includes Lean, Agile and DevOps approaches.

The new ITIL®4 course significantly expands the capabilities of previous versions, providing a theoretical and practical basis in creating, managing and continually improving business processes in IT.

The main accents: a systematic approach, the joint work of the customer and the service provider to create value, the organization of flexible adaptation to the constantly changing internal and external conditions of the team's work through continuous improvement of all, without exception, aspects of the organization's activities.

Based on a complex digital model, ITIL®4 will create a high-quality management system and create IT products and services, transfer the IT team to a new level. This will strengthen the role of the IT team not only in business processes related to digital technologies but also in the business strategy of the company as a whole.

After completing this course, students will be able to:
  • use in practice the basics of service management (basic terms and concepts);
  • apply an understanding of how the ITIL service value system works;
  • implement the fundamental principles of ITIL;
  • take into account in their work 4 aspects of service management;
  • build value chains and streams;
  • apply general management, service and technology management practices.
Audience Profile

This course is recommended for employees and heads of companies, regardless of whether IT services are provided within the company or other organizations. It will be especially useful for IT specialists involved in the construction of ITSM processes.

Upon completion of the course, students will understand:
  • the importance of cooperation and interaction, assurance of openness and transparency, continuous improvement and automation, as well as usage of a systematic approach;
  • features of co-creation of value and service relationships, taking into account the impact of internal and external factors;
  • all the components of the ITIL service value creation system;
  • all steps of the value chain, as well as possible options for their interaction to implement value streams.

Before attending this course, students must have:
  • work experience in the IT industry in any position;
  • experience of active interaction with the IT department.
  1. Introduction to ITIL
  2. Service management
    • Basic concepts: service and product
    • Service management, organization and stakeholders, value and value co-creation.
    • Service offerings and service relationships.
    • Costs
    • Risks and outcomes (VOCR).
    • Usefulness and warranty.
    • Practice "Putting together a puzzle of service relations"
  3. The ITIL service value system. Value creation in the form of service relationships:
    • General structure of the system, components, inputs/outputs
    • Guide
    • Continuous improvement and ITIL continuous improvement model
  4. Four Aspects of Service Management
    • Organizations and people
    • Information and technology
    • Partners and contractors
    • Value streams and processes
    • External factors (PESTLE model)
  5. Fundamental principles of ITIL
    • Focus on value
    • Start from the current situation
    • Progress gradually, step by step, using feedback
    • Cooperate, act openly and understandably
    • Take a systematic approach
    • Keep it simple, be pragmatic
    • Optimize and automate
  6. Value chain. A set of interrelated steps used to deliver value and quality products and services
    • Planning
    • Improvement
    • Interaction
    • Design and conversion
    • Obtaining/creating
    • Provision and support
    • Value streams
    • Practice "Streams of value creation"
  7. ITIL management practices
    • General management practices
    • Service management practices
    • Technology management practices

Sign up for the closest date

Course Code


Length, days (hours)

3 (24)

Closest dates

on request

Price, UAH

The course fee includes

  • LIVE-training regardless of the participation format in the course (in-person / remotely)
  • A selection of materials on the topic of the course
  • Education center electronic certificate
  • Lunch and coffee breaks (full-time course)
  • Trainer consulting within 3 months after the end of the course