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Service Management Foundation (ITIL 4)

The Service Management Foundation course – based on the ITIL framework – helps you understand the fundamentals of Service Management. It introduces the key concepts and the practices that enable successful service management.

Who should complete this?

  • All Service Management professionals who are involved in service delivery and service support activities
  • Incident, Problem, Change, and Service Request managers and process owners
  • All ServiceNow Team members

How would you like to learn?

Online

This course is about 1 and a half hours long and is divided into multiple 2-9 minutes long videos, which can be paused and resumed as needed. This course is free for the UNC employees. Log on to https://software.sites.unc.edu/linkedin/ and search for Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

Self-study

You can purchase the official course book titled ITIL Foundation, ITIL 4 Edition Axelos. This book presents the course contents in an easy-to-follow structure along with a case study. ISBN-10: 0113316070, ISBN-13: 978-0113316076.

Classroom

In this 4-hour long traditional course delivery format, the instructor will use a combination of lecture, discussion, and examples to explain the course objectives. The training slides will be provided by the instructor. This course is now offered on an ad-hoc basis, submit a request for this course via the ServiceNow Platform catalog item.