Deliver Better IT Services by Thinking Beyond IT
ITIL® 4 Foundation Training
Master ITIL 4 and learn how to align IT operations with business value, agility, and digital transformation.
Duration: 3 days
Delivery Mode: Instructor-led (Physical Class)
HRDC Claimable: Yes
A Malaysian logistics firm faced system-wide delivery delays after a failed IT change rollout—caused by poor coordination between dev, ops, and customer service. The downtime lasted two days, costing them over RM150,000 in lost business and compensation claims.
In 2023, a KL-based e-commerce company experienced severe SLA violations when their service desk failed to detect a recurring network issue due to the lack of structured service management.
Outcome:
Daily order volumes dropped by 40% over three days
The customer support team was overwhelmed by refund and complaint calls
After a post-mortem, the company adopted ITIL-aligned incident and problem management, reducing resolution time by 65% within two months
Align IT services with business strategy and value
Create predictable, reliable, and efficient workflows
Integrate ITIL with Agile, DevOps, and Lean culture
Digital Success Fails Without Service Discipline
IT projects often fail not due to tech—but due to unclear processes, reactive culture, and siloed teams.
Problem: IT teams operate in silos, leading to poor communication and inconsistent delivery
Solution: Learn ITIL’s Four Dimensions Model and Guiding Principles to align teams under a shared framework
Problem: Support teams resolve symptoms but not root causes
Solution: Apply structured practices like Incident, Problem, and Change Management
Problem: Business users don’t see value in IT reports and metrics
Solution: ITIL teaches how to co-create value and measure meaningful outcomes
Problem: Continuous improvement efforts often lack structure
Solution: Use the ITIL Continual Improvement Model to plan and execute real progress
70%
of digital transformation failures are due to poor service management, not poor tech.
Source: Forbes / McKinsey ITSM Review 2023
40%
faster is the average incident resolution time for companies using ITIL frameworks.
Source: HDI Research 2024
56%
more demand for ITSM certifications was seen in Malaysia post-COVID.
Source: JobStreet Malaysia Skills Trends Report 2024
Modern ITSM Isn’t Just About Fixing — It’s About Flow, Value, and Visibility
Get certified in ITIL 4 and bring structured clarity into your IT and business services
The ITIL 4 Foundation training gives you a structured way to understand how IT creates value for business. This 3-day course blends real-world service challenges with modern frameworks like Agile and DevOps, teaching you how to improve service delivery, collaboration, and customer experience. You’ll walk away ready to take the ITIL 4 certification exam and implement practical improvements at work.
The ITIL4 Foundation course is a complete introduction to ITIL principles, practices, and terminology. It's designed to help you understand service value creation and prepare for the certification exam.
IT professionals, service desk staff, ITSM managers, aspiring service managers, and anyone working in or around digital services
No formal prerequisites. Basic knowledge of ITSM is helpful but not required.
Build a strong foundation in ITIL concepts to modernize your IT service delivery
Improve alignment between technical teams and business needs
Enhance customer satisfaction through more predictable, value-focused services
Prepare confidently for the ITIL 4 Foundation certification exam
Integrate with Agile, Lean, and DevOps practices
Module 1: Introduction
Covers ITIL's evolution, design rationale, and how it supports Agile, DevOps, and Lean IT. Introduces key ITSM terms like value, services, and stakeholders.
Module 2: Four Dimensions & Guiding Principles
Explores the Four Dimensions of Service Management and seven guiding principles like "Focus on Value" and "Keep it Simple and Practical."
Module 3: Service Value Chain and Continual Improvement
Explains how services flow through the Value Chain and how to embed continual improvement in daily operations.
Module 4: Management Practices Overview
Gives a high-level view of General, Service, and Technical Management practices including monitoring, configuration, and asset management.
Module 5: Service Management Practices (Detailed)
Goes in-depth on Incident, Change Enablement, Problem Management, Service Desk, and Service Level Management practices.
Structure Creates Confidence — and Confident Teams Deliver Value
Without a shared language and system, IT teams fall into chaos. This course arms you with a structured service framework trusted worldwide. No fluff — just practical principles and exam-ready knowledge to make your IT service delivery faster, clearer, and more business-aligned.
FAQs
Do I need ITIL experience to attend this course?
No prior experience is needed. It's ideal for beginners or those transitioning to ITSM roles.
Will this course prepare me for the ITIL 4 Foundation exam?
Is the exam included?
Can I take the exam online?
Is this course HRDC Claimable?
Get In Touch With Us!
Fill in your details, and we’ll provide you with detailed trainer profiles and a comprehensive course outline.