Course Information
COURSE NAME
ITIL® 4 Foundation
TOPIC
Computer Science & Technology
COURSE DURATION
6 Sessions
TOTAL HOURS
18 hours
FORMAT
In person
START DATES
9 November, 2025
KNOW YOUR TRAINERS
TBD
TRAINING VENUE
GUST
About the Program
Overview
The ITIL® 4 Foundation program at GUST Executive Education introduces participants to the core principles, practices, and concepts of IT service management (ITSM). It provides a clear understanding of how IT services create value for organizations and their customers. The program covers the ITIL service value system, guiding principles, and best practices for aligning IT services with business needs. By the end of the course, participants will be prepared to sit for the official ITIL® 4 Foundation certification exam and apply ITIL concepts to improve efficiency, customer satisfaction, and digital transformation initiatives.
TARGET AUDIENCE
The program is designed for professionals working in IT service management or related fields, including IT managers, support staff, service desk agents, and system administrators. It is also suitable for business managers, project managers, and consultants seeking to understand IT service delivery. Additionally, it benefits individuals starting their careers in IT who want to build a solid foundation in service management practices with a globally recognized certification.
PROGRAM CONTENT
The programme begins with an introduction to ITIL 4 and the evolution of IT service management, explaining how ITIL supports digital organizations. Participants then explore the key concepts of service management, including value creation, stakeholders, service offerings, and outcomes.
Attention then shifts to the four dimensions of service management—organizations and people, information and technology, partners and suppliers, and value streams and processes—providing a holistic approach to managing IT services.
The course continues with the ITIL service value system (SVS), covering the service value chain and guiding principles that enable continuous improvement and adaptation to change. Participants also gain knowledge of the ITIL practices, including incident management, change control, problem management, and service level management.
Finally, the programme concludes with exam preparation and practice, reviewing the ITIL 4 Foundation syllabus, sample questions, and test-taking strategies to ensure participants are ready for certification success.
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