Overview

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This course features Coursera Coach! A smarter way to learn with interactive, real-time conversations that help you test your knowledge, challenge assumptions, and deepen your understanding as you progress through the course. Learn IT Service Management through ITIL 4 Foundation principles, building practical understanding of value creation, service relationships, and modern ITSM practices that improve organizational efficiency and customer outcomes. The course begins with fundamentals of service management and the ITIL framework, including exam structure, key terminology, and evolution of ITIL. You will build a strong conceptual base. Next, you explore the Service Value System, guiding principles, four dimensions, and service value chain, followed by real-world management practices like incident, change, and problem management. Designed for aspiring IT support professionals, service managers, and beginners in ITSM. No advanced prerequisites are required, though basic IT awareness is helpful. Difficulty is beginner level. By the end of the course, you will be able to understand ITIL concepts, apply ITSM practices, interpret service value streams, and prepare confidently for the ITIL 4 Foundation exam.

Syllabus

Introduction

In this module, we will introduce the foundations of ITIL 4 and set the context for your learning journey. We will explore what service management is and why it is critical for organizational success. We will also examine the evolution of ITIL and the structure of the ITIL 4 Foundation exam.

Key Concepts of Service Management

In this module, we will build a strong conceptual foundation of IT service management principles. We will break down how value is created, exchanged, and measured across different stakeholders. We will also examine essential service relationships and decision-making factors such as cost, risk, and outcomes.

The Four Dimensions of Service Management

In this module, we will explore the holistic structure that supports effective service management. We will understand how organizations, information, partners, and processes work together to deliver value. We will also revisit these concepts through practical examples to strengthen applied understanding.

The ITIL Service Value System

In this module, we will explore the ITIL Service Value System and how it enables consistent value creation. We will study guiding principles, governance, and the service value chain as interconnected mechanisms. We will also learn how continual improvement drives ongoing enhancement of services and processes.

ITIL Management Practices

In this module, we will explore the core ITIL management practices that enable effective IT service operations. We will examine how these practices work together to support stability, efficiency, and responsiveness. We will also understand how structured processes ensure reliable service delivery and continuous improvement.