Courses

The Information Technology Infrastructure Library (ITIL 101) program prepares students to
earn their ITIL Foundation certification and build a solid understanding of
IT service management (ITSM). This program introduces the core concepts,
principles, and best practices that guide organizations in creating, delivering, and
continuously improving technology-enabled services.

Through a combination of lectures, discussions, and real-world examples, students will learn
how to align IT services with business needs and deliver value across the entire
service lifecycle — from strategy and design to transition, operation, and continual
improvement.

What You’ll Learn

• ITIL framework structure, terminology, and guiding principles
• IT service management lifecycle and its five stages
• Key ITIL practices including Incident, Problem, and Change Management
• Roles, processes, and functions within IT service delivery
• Measuring and reporting service performance and value
• Continual improvement strategies for IT operations
• How ITIL aligns with other frameworks (Agile, DevOps, ISO/IEC 20000)

Topics Covered

• Service strategy and value creation
• Service design and customer experience
• Service transition: change and release management
• Service operation: monitoring, support, and incident response
• Continual service improvement (CSI) models
• IT governance and compliance integration

Format & Materials

• Instructor-led sessions with real-world case studies
• Interactive discussions and knowledge checks
• Exam-focused exercises and sample questions

Prerequisites

• No prior ITIL experience required
• Basic understanding of IT operations or service management helpful

Outcomes & Next Steps

• Understand ITIL 4 framework concepts and terminology
• Apply ITSM principles to improve organizational efficiency
• Prepare for the ITIL Foundation certification exam
• Advance toward roles such as IT Service Manager, Operations Analyst, or Process Owner