ITIL 4 represents a modern framework for organizing how information technology services are structured, governed, and continuously improved within organizations. Its importance lies in establishing a common operational language, standardized service models, and value-driven coordination between business needs and technology capabilities. This training program presents the core framework architecture, service value system logic, guiding principles, and practice structures that define ITIL 4. It provides a general organizational perspective on how structured service management supports reliability, strategic alignment, and sustainable service performance.
Classify the core components and evolution of the ITIL 4 framework.
Analyze the role of guiding principles in service management governance.
Evaluate the structure of the service value system and service value chain.
Assess the function of key service management practices within IT environments.
Explore continual improvement and performance governance models in IT service management.
• IT service and operations professionals.
• IT support and technical staff.
• Project and process management personnel.
• Digital transformation team members.
• Business analysts working with IT services.
• Evolution of IT service management frameworks.
• Core terminology and conceptual structure of ITIL 4.
• Institutional role of service management within organizations.
• Relationship between IT services and business value creation.
• Overview of governance and operating model concepts.
• Structural overview of the seven guiding principles.
• Governance role of principles in service management decisions.
• Application logic across service design and operation contexts.
• Alignment models between principles and organizational culture.
• Decision support structures embedded within principle-based frameworks.
• Architecture of the Service Value System (SVS).
• Functional components of the service value chain.
• Coordination logic between value chain activities.
• Value stream positioning within service delivery structures.
• Integration of the SVS into enterprise operating models.
• Categorization of service management practices.
• Structural role of incident, problem, change, and service desk practices.
• Relationship between practices and service delivery models.
• Governance structures for operational consistency.
• Practice performance evaluation frameworks.
• Continual improvement model architecture.
• Service performance measurement and reporting structures.
• Knowledge management and organizational learning frameworks.
• Change governance within service management environments.
• Long term service maturity and sustainability models.
