The ITIL 4 Foundation (Governance & Service Management focus) training is a comprehensive three-day program designed to provide participants with a clear understanding of ITIL 4 concepts, principles, and practices with a strong emphasis on governance, value co-creation, and modern service management. This course explains how ITIL 4 supports business strategy, governance structures, continual improvement, and effective service delivery in today’s digital and agile enterprises.

• Understand the principles, framework, and service management concepts of AXELOS ITIL 4 Foundation with governance and service  management focus.
• Identify ITIL service value systems, guiding principles, governance models, and service management practices.
• Apply service management concepts to align IT services with business goals, customer value, and operational excellence.
• Implement governance, risk management, continual improvement, and service delivery processes effectively.
• Analyze service performance, operational metrics, compliance requirements, and improvement opportunities.
• Build efficient, customer-focused, and business-aligned IT service management practices using ITIL 4 best practices.

 • IT service management professionals
 • IT managers and team leads
 • Governance, risk, and compliance professionals
 • Business managers involved in IT-enabled services
 • Professionals preparing for ITIL 4 Foundation certification

 • Basic understanding of IT services and IT operations
 • Familiarity with organizational processes and business environments
 • Experience in IT, service management, or governance roles is beneficial
 • No prior ITIL certification is required

 • Understanding ITIL 4 framework and key concepts
 • Knowledge of service value system and service value chain
 • Awareness of governance roles and decision-making in ITIL
 • Ability to apply ITIL principles to service management scenarios
 • Understanding continual improvement and service management practices

By the end of this training, participants will have a strong understanding of ITIL 4 Foundation concepts with a clear focus on governance and service management. Learners will be able to explain how ITIL 4 supports value creation, governance structures, continual improvement, and effective service delivery across modern organizations.

Introduction to IT Service Management and ITIL 4
 • Purpose of IT service management
 • Evolution from ITIL v3 to ITIL 4
 • Value creation and value co-creation concepts
 • Key drivers for modern service management

ITIL 4 Key Concepts and Terminology
 • Services, value, and outcomes
 • Stakeholders and value streams
 • Products and service offerings
 • Utility and warranty concepts

ITIL Guiding Principles
 • Overview of the seven guiding principles
 • Applying guiding principles in decision-making
 • Governance and management alignment
 • Practical examples of guiding principles

Service Value System Overview
 • Purpose of the service value system
 • Components of the service value system
 • Interaction between governance and management
 • Value flow across the organization

Governance in ITIL 4
 • Definition and purpose of governance
 • Governance roles and responsibilities
 • Direction, evaluation, and monitoring concepts
 • Relationship between governance and service management

Service Value Chain Activities
 • Plan activity overview
 • Improve activity overview
 • Engage activity overview
 • Design and transition concepts

Service Value Chain Continued
 • Obtain or build activity
 • Deliver and support activity
 • Value streams and workflows
 • Linking activities to business outcomes

Continual Improvement Model
 • Purpose of continual improvement
 • Continual improvement model steps
 • Measurement and reporting awareness
 • Embedding improvement in governance

ITIL 4 Management Practices Overview
 • Purpose of management practices
 • General management practices overview
 • Service management practices overview
 • Technical management practices awareness

Key Practices with Governance and Service Focus
 • Service level management concepts
 • Incident and problem management overview
 • Change enablement awareness
 • Service desk role in value delivery

Organizational Change, Culture, and Collaboration
 • Importance of culture and behavior
 • Organizational change management awareness
 • Collaboration and communication concepts
 • Governance impact on people and processes

ITIL 4 Foundation Capstone and Exam Preparation
 • Applying ITIL concepts to real scenarios
 • Governance and service management case discussion
 • Key exam concepts and terminology review
 • Final review and best practices

• ITIL 4 Fundamentals & Service Value System
• Guiding Principles, Governance & Service Management Practices
• Risk Management, Continual Improvement & Compliance
• Service Performance, Metrics & Operational Excellence
• End-to-End IT Service Management Implementation Project

Participants will be evaluated through conceptual assessments, interactive discussions, and scenario-based exercises conducted throughout the training. The evaluation focuses on understanding ITIL 4 terminology, governance concepts, service value system components, and the ability to apply ITIL principles to real-world service management situations.

Participants will receive course materials, slides, reference materials, exercises and access to resources for further learning.

Upon successful completion of the training, participants will receive the AcadNXT Certification for ITIL 4 Foundation (Governance & Service Management focus). This certification validates the learner’s foundational knowledge of ITIL 4 concepts, governance alignment, service value system, and modern service management practices.