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📋 IT Service Management ⚡ ITIL 4 Master Track ✔ 2 Tracks Available

ITIL 4 Master
Full Programme

A comprehensive 48-hour hands-on curriculum engineered for IT service managers and digital transformation leaders. Master ITIL 4 Foundation (Service Value System & 15 core practices), Managing Professional streams (CDS, DSV, HVIT), Practice Manager execution, Strategic Leader modules (Direct, Plan & Improve, Digital & IT Strategy), and Extension Modules covering Sustainability, Cloud Service Acquisition, and IT Asset Management (ITAM).

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Format
Theory + Lab/Assignments (48 Hours)
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Certificate
Arich Certified ITIL Practitioner
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Programme Code
MF-ITIL4
Select a track to view its syllabus
V4
ITIL 4 · Master Track
8 Modules · Foundation to Strategic Leader
›
V3
ITIL V3 · Legacy Lifecycle
6 Modules · Strategy to CSI
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📄 ITIL 4 Master Programme (MF-ITIL4 — 48 Hours)
V4
MF-ITIL4
ITIL 4 Foundation, Managing Professional, Strategic Leader & Extensions
01
ITIL 4 Foundation & Service Value System
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Key concepts of Service Management: Value, Value Co-creation, Utility, Warranty & Stakeholders
7 ITIL Guiding Principles: Focus on value, Start where you are, Progress iteratively, Collaborate, Think holistically, Keep simple, Optimize & automate
4 Dimensions of Service Management: Organizations & People, Information & Tech, Partners & Suppliers, Value Streams & Processes
ITIL Service Value System (SVS) & Service Value Chain (SVC) Activities
15 Core ITIL Practices (Incident, Problem, Change Enablement, Service Desk, Service Level Management, Release, Deployment, ITAM, etc.)
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
02
ITIL 4 Specialist: Create, Deliver & Support (CDS)
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Service value streams for creating, delivering, and supporting new and existing services
Integration of Lean, Agile, DevOps, and Kanban into service workflows
Managing work queues, prioritization models, and workforce capacity design
Information technology for service integration: Automation, AI, CI/CD pipelines, and robotic process automation (RPA)
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
03
ITIL 4 Specialist: Drive Stakeholder Value (DSV)
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Customer Journey Mapping & User Experience (CX / UX) Design
Stakeholder engagement, communication, and relationship management strategies
Service Level Agreement (SLA) design, Experience Level Agreements (XLAs), and Value Co-creation
Service Request management, Omni-channel management & Customer onboarding/offboarding journeys
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
04
ITIL 4 Specialist: High Velocity IT (HVIT)
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Rapid delivery of digital products and services using Agile, Lean, and Continuous Delivery paradigms
Resilient operations & proactive risk management in fast-paced high-velocity environments
Digital culture, psychological safety culture, and behavioral patterns for high performance
Microservices, Cloud-native architectures, automated CI/CD deployment pipelines, and automated regression testing
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
05
ITIL 4 Practice Manager (Combined Core Practices)
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In-depth operational mastery of 5 individual practices: Service Desk, Incident Management, Problem Management, Service Level Management, Change Enablement
Practice resource management, KPI definition, and technical execution workflows
Practical real-world application, incident swarming, root cause analysis (RCA), and daily operations governance
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
06
ITIL 4 Strategist: Direct, Plan & Improve (DPI)
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Direction setting, strategic cascade, and corporate governance alignment
Continual Improvement Model application at strategic, tactical, and operational levels
Organizational Change Management (OCM), stakeholder buy-in, and cultural transformation
Measurement, metrics framework, Key Performance Indicators (KPIs), and Objectives & Key Results (OKRs) design
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
07
ITIL 4 Leader: Digital & IT Strategy (DITS)
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Aligning Digital & IT Strategy with enterprise business transformation and competitive positioning
Managing strategic risk, digital disruption, and emerging technologies (AI, Cloud, IoT, Edge Computing)
Strategic leadership, innovation culture, and building organizational digital capabilities
Executing digital strategy through practical case studies and board-level presentation frameworks
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
08
ITIL 4 Extension Modules (Sustainability, Cloud & Asset Management)
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ITIL 4 Specialist: Sustainability in Digital & IT (Green IT, carbon reduction, sustainable digital services)
ITIL 4 Specialist: Acquiring & Managing Cloud Services (Cloud vendor selection, multi-cloud governance, SLA management)
Business Relationship Management (BRM) & IT Asset Management (ITAM - Hardware, Software, Cloud Licenses)
Duration: Theory: 3.0 Hours | Lab/Assignments: 3.0 Hours | Total: 6.0 Hours
📄 ITIL V3 — Legacy Lifecycle Track
V3
ITIL-V3
Service Strategy, Design, Transition, Operation & Continual Improvement
01
Service Strategy (SS)
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Service Strategy fundamentals, value creation, service portfolio management, financial management for IT services, and business relationship management
02
Service Design (SD)
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Service Design Package (SDP), Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Supplier Management
03
Service Transition (ST)
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Transition Planning and Support, Change Management (CAB, ECAB), Service Asset and Configuration Management (SACM, CMDB), Release and Deployment Management, Service Validation and Testing, and Knowledge Management
04
Service Operation (SO)
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Event Management, Incident Management, Request Fulfillment, Problem Management (Known Error Database - KEDB), Access Management, Service Desk function, Technical Management, IT Operations Management, and Application Management
05
Continual Service Improvement (CSI)
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7-Step Improvement Process, CSI Register, Deming Cycle (Plan-Do-Check-Act), Service Measurement, Baselines, Critical Success Factors (CSFs), and Key Performance Indicators (KPIs)
06
Review, Case Studies & Assessment
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Enterprise lifecycle integration, real-world case studies, scenario review, and certification assessment preparation