Course Overview

This certification course introduces ITIL® 4 and how the global service management best practice has evolved to manage services holistically across a Service Value System (SVS). ITIL® 4 is the next iteration that incorporates all the best from previous versions of ITIL® and expands on this body of knowledge, by providing a practical and flexible approach to support organizations on their journey to the new world of digital transformation. ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The purpose of the ITIL® 4 Foundation qualification is to introduce the management of modern IT-enabled services, to provide an understanding of the common language and key concepts, and to show how organizations and work can improve with the ITIL® 4 guidance. The qualification will provide the candidate with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working. This is a full training package that includes knowledge transfer as well as the associated certification exam.


Boost your earning potential: ITIL certification is one of the highest paying IT certifications out there.

Better organization ROI: Skilled ITIL professionals help organizations establish robust processes that can fine tune your organization's IT.

Different job opportunities: The expertise gained will give you more options for a variety of job roles within an organization.

Certified value: The ‘certified’ credential with your name indicates to your current or potential employer that you have taken the time to validate a level of knowledge about ITIL and IT service management. ITIL certification is a worldwide recognized qualification.

What You'll Learn

  • Help you understand the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working
  • Support your study for the optional ITIL Foundation certification exam, and
  • Act as a reference in your work, further study and professional development

Course Outline

  • Key Service Management Concepts
  • The Four Dimensions of Service Management
  • ITIL® Service Value System Organization structure
  • Governance
  • ITIL® Guiding Principles
  • ITIL® Service Value Chain
  • Continual Improvement
  • ITIL® Practices
  • Exam Review and Course Closure

Who Should Attend

  • Anyone starting or leading a move towards increased reliability
  • Anyone interested in modern IT leadership and organizational change approaches
  • Business Managers and Stakeholders
  • Change Agents
  • Consultants
  • DevOps Practitioners
  • IT Directors, Managers, and Team Leaders
  • Product Owners
  • Scrum Masters
  • Software Engineers
  • Site Reliability Engineers
  • System Integrators
  • Tool Providers

Additional Information

Upon completion of the course, candidates sit for the ITIL Foundation examination leading to the ITIL Foundation Certificate in IT Service Management. Sixty (60) minutes (75 minutes and use of a dictionary for those taking the examination in a language other than their first language) is allowed for the closed-book, supervised examination which may be online or paper-based. The examination is a multiple-choice format consisting of forty (40) questions. A score of 26 out of 40 (65%) or better is required to pass the examination. 


There are no prerequisites for this course. To receive certification, the candidate must successfully pass the ITIL® 4 Foundation exam.
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Partner Affiliate Live Online
M, T, W
8:00AM to 3:00PM
Aug 19, 2024 to Aug 21, 2024
Contact Hours
  • Online
Delivery Options
Live Online  
Course Fee(s)
Fee non-credit $2,700.00
Drop Request Deadline
Aug 16, 2024
Transfer Request Deadline
Aug 16, 2024
  • ProTech

UNM Tuition Remission

UNM Staff, Faculty, and Retirees: This course is Tuition Remission eligible under Professional Development. For more information, visit the UNM Tuition Remission information page.

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