Võ Thanh UyIT Manager · PNJ
The course materials combine international standards with the Vietnamese business context; the instructor’s experience and supporting toolkits help improve practical management effectiveness.”
ITIL 4 Foundation
Master the foundations of ITIL 4: the Service Value System, four dimensions of service management, Guiding Principles, Service Value Chain, and core practices.
Course Contents
1Course Overview
ITIL (Information Technology Infrastructure Library) was developed in the United Kingdom in 1980 for the CCTA (Central Computer and Telecommunications Agency), an agency of the UK Treasury. By collecting and synthesizing proven practices from ten high-performing organizations in IT Service Management, the CCTA established a practical process framework known as the Information Technology Infrastructure Library (ITIL). The framework was adopted by the original participating organizations and subsequently applied more broadly.
Although ITIL was originally developed by the CCTA, it is now widely adopted around the world and recognized as an international best-practice approach for IT services. While ITIL covers many areas, its primary focus is IT Service Management.
The "ITIL 4 Foundation" course at Infochief Academy provides learners with a comprehensive foundation in the IT Infrastructure Library (ITIL). The program combines an instructor with extensive hands-on ITSM implementation experience and realistic scenario-based examples, helping learners understand ITIL practices and apply them effectively in the workplace. The course also provides the knowledge needed to prepare for the international "Foundation Certificate in IT Service Management" examination.
Delivery FormatIn-house
LevelITSM Foundation
CertificationITIL 4 Foundation
2Training Objectives
- A holistic approach to facilitating value creation with customers and other stakeholders through products and services
- The ITIL 4 Guiding Principles
- The Four Dimensions of Service Management
- Key concepts from Lean, Agile, and DevOps, and why they are important for delivering business value
- How the ITIL practices described in ITIL 4 preserve the value and relevance of established ITIL processes while extending integration across broader service management and IT management domains.
3Target Participants
i. Chief Executive Officer (CEO / Managing Director)
ii. IT Manager
iii. IT Consultant
iv. IT Administrator
v. IT Helpdesk / IT Support Staff
vi. IT Service Desk Staff
4Course Content
Module 1.ITIL 4 Overview
- Introduction to ITIL 4
- Benefits of ITIL
- Key Concepts of ITIL 4
- Structure of ITIL 4
- The ITIL 4 Qualification Scheme
Module 2.The ITIL Framework
- The Four Dimensions of Service Management
- + Organizations and people
- + Information and technology
- + Partners and suppliers
- + Value streams and processes
- The ITIL Service Value System (SVS)
Module 3.The ITIL Guiding Principles
- 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
Module 4.The ITIL Service Value System (SVS)
- Governance
- The Service Value Chain
- Continual Improvement
Module 5.Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
Module 6.Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
Module 7.Continual Improvement
- Importance of continual improvement
- Measurement, assessment, and optimization
5Training Methodology
30% theory – 70% practice. The instructor presents the knowledge framework concisely, followed by discussions, case studies, self-assessments, scenario-based exercises, and action planning to strengthen workplace application.
6Class Information & Enrollment
Upcoming Public Training Schedule
| Expected Start Date | Schedule | Class Hours | Location | Tuition Fee | Early-bird Fee | Enroll |
|---|---|---|---|---|---|---|
| --/--/---- | Saturday – Sunday | 08:30 – 16:30 | Ho Chi Minh City | 7.500.000 VND | 6.500.000 VND | Enroll |
| --/--/---- | Monday – Friday | 18:00 – 21:30 | Hanoi | 7.500.000 VND | 6.500.000 VND | Enroll |
Note: The early-bird fee applies when tuition is paid at least 15 days before the course start date. Learners may register to attend the first session on a trial basis; Infochief will confirm the official schedule with registered learners before the course begins.
Total Training Duration: 2 days / 4 sessions.
Total Training Duration: 2 days / 4 sessions.
In-house Training
| Duration | Class Size | Tuition Fee |
|---|---|---|
| 2 days / 4 sessions | Up to 35 learners per class. | VND 48,500,000 per class delivered at the company's factory or office. |
7Learning Materials & Certification
Infochief Course Materials
Vietnamese course materials for each module, English reference materials, and sample practical exercises.
IT Templates & Toolkits
Forms, Checklists, Templates, Scorecards, Procedures, Flowcharts, Guidance, Samples, Rules, Policies, Questionnaires, Assessments, and Comparison Charts.
Explore the Toolkits →
ITIL 4 Foundation
Learners who complete the full program and all end-of-course requirements will receive an “ITIL 4 Foundation” certificate from Infochief Academy.
Certification Information →8Learner Testimonials
Lê Nguyễn Thanh HaiIT Manager · PV Trans
The systematic management content, together with toolkits, processes, and templates, gives learners a stronger foundation for implementing IT plans professionally.”
Đỗ Ngọc MinhIT Manager · Bệnh viện Nhiệt Đới
The course helps systematize existing knowledge and adds practical lessons that are useful for day-to-day IT management.”
Trần Thanh SơnIT Manager · Thiên Long
The course helps shift the perspective from technical operations to creating business value, while strengthening essential management capabilities.”
9Featured Clients
Completion of the ITIL 4 Foundation course delivered at BVIS International School, Hanoi.
Completion of the ITIL v3 Foundation course delivered at ACECOOK Vietnam in Ho Chi Minh City.
ITIL v3 Foundation training for the IT Department of Nui Phao Company, Thai Nguyen.
IT Service Management training for the IT Department of an international school in Ho Chi Minh City.
Completion of the Professional Helpdesk Skills Level 1 course for CMC Integration – Saigon.
Completion of the Professional Helpdesk Skills course for the IT Support Center of Techcombank Vietnam.