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ITIL Service Management ✔ V3 & V4 Tracks

ITIL Programme

Two aligned tracks covering ITIL V3 lifecycle stages (Strategy through Continual Service Improvement) and ITIL V4 service management concepts, dimensions, the Service Value System, guiding principles, Service Value Chain, practices, and continual improvement. Format: Theory + Lab/Assignments per syllabus.

⏱
Duration
32 Hours
🧪
Lab / Assignments
13 Hours
🎯
Format
Theory + Lab/Assignments
🏆
Certificate
Arich Certified
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Programme
ITIL
Select a track to view its syllabus
V3
ITIL-V3 · Lifecycle Edition
32 hrs · 6 Modules
›
V4
ITIL-V4 · Modern Edition
8 Modules
›
📄 ITIL-V3 — Lifecycle Track
V3
ITIL-V3
ITIL V3
Total Duration: 32 Hours  |  Theory: 19 hrs  |  Lab / Assignments: 13 hrs
01
Service Strategy
Theory: 4 hrs  ·  Lab / Assignments: 2 hrs  ·  Total: 6 hrs
▼
Introduction to Service Strategy
Value Creation through Services
Service Assets & Service Providers
Four Ps of Strategy: People, Processes, Products, Partners
Service Portfolio Management
Financial Management for IT Services
Demand Management
Business Relationship Management
Strategy Management for IT Services
02
Service Design
Theory: 4 hrs  ·  Lab / Assignments: 2 hrs  ·  Total: 6 hrs
▼
Introduction to Service Design
The 4 Ps of Service Design
Service Design Package (SDP)
Service Level Management (SLM)
Capacity Management
Availability Management
IT Service Continuity Management (ITSCM)
Information Security Management
Supplier Management
Design Coordination
03
Service Transition
Theory: 3.5 hrs  ·  Lab / Assignments: 2.5 hrs  ·  Total: 6 hrs
▼
Introduction to Service Transition
Change Management
Service Asset and Configuration Management (SACM)
Release and Deployment Management
Knowledge Management
Transition Planning and Support
Change Evaluation
Service Validation and Testing
04
Service Operation
Theory: 3 hrs  ·  Lab / Assignments: 3 hrs  ·  Total: 6 hrs
▼
Functions
Service Desk
Technical Management
IT Operations Management
Application Management
Processes
Event Management
Incident Management
Problem Management
Request Fulfilment
Access Management
05
Continual Service Improvement (CSI)
Theory: 2.5 hrs  ·  Lab / Assignments: 1.5 hrs  ·  Total: 4 hrs
▼
Introduction to CSI
The CSI Approach
The Deming Cycle (Plan-Do-Check-Act)
7-Step Improvement Process
Service Measurement and Reporting
Key Performance Indicators (KPIs)
Baselines and Metrics
06
Buffer / Review / Assessment
Theory: 2 hrs  ·  Lab / Assignments: 2 hrs  ·  Total: 4 hrs
▼
Syllabus buffer, review, and assessment activities
32
Total Hours
19
Theory Hrs
13
Lab Hrs
📄 ITIL-V4 — Modern Track
V4
ITIL-V4
ITIL V4
Total Duration: 32 Hours  |  Theory: 20.5 hrs  |  Lab / Assignments: 11.5 hrs
01
Key Concepts of Service Management
Theory: 3 hrs  ·  Lab / Assignments: 1 hr  ·  Total: 4 hrs
▼
Value and value co-creation
Stakeholders (Service consumer, provider, sponsor, etc.)
Products and services
Service offerings
Utility vs Warranty
Service relationships: delivery, consumption, and relationship management
02
Four Dimensions of Service Management
Theory: 3 hrs  ·  Lab / Assignments: 1 hr  ·  Total: 4 hrs
▼
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
03
ITIL Service Value System (SVS)
Theory: 3 hrs  ·  Lab / Assignments: 1 hr  ·  Total: 4 hrs
▼
Overview of the SVS
Purpose and components
Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement
04
ITIL Guiding Principles
Theory: 2.5 hrs  ·  Lab / Assignments: 1.5 hrs  ·  Total: 4 hrs
▼
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate
05
Service Value Chain (SVC)
Theory: 2.5 hrs  ·  Lab / Assignments: 1.5 hrs  ·  Total: 4 hrs
▼
Plan
Improve
Engage
Design & Transition
Obtain/Build
Deliver & Support
06
ITIL Management Practices
Theory: 3.5 hrs  ·  Lab / Assignments: 2.5 hrs  ·  Total: 6 hrs
▼
General — Continual Improvement
General — Information Security Management
General — Relationship Management
General — Supplier Management
Service management — Availability Management
Service management — Capacity and Performance Management
Service management — Change Enablement
Service management — Incident Management
Service management — IT Asset Management
Service management — Monitoring and Event Management
Service management — Problem Management
Service management — Release Management
Service management — Service Configuration Management
Service management — Service Desk
Service management — Service Level Management
Technical — Deployment Management
07
Continual Improvement Model
Theory: 2 hrs  ·  Lab / Assignments: 2 hrs  ·  Total: 4 hrs
▼
Identify improvement opportunity
Define the vision
Assess current state
Define the target state
Plan how to get there
Take action
Evaluate results
08
Buffer / Review / Assessment
Theory: 1 hr  ·  Lab / Assignments: 1 hr  ·  Total: 2 hrs
▼
Syllabus buffer, review, and assessment activities
32
Total Hours
20.5
Theory Hrs
11.5
Lab Hrs