About On-Demand Learning

TechSherpas 365’s On-Demand courses provide you with access to official courseware materials and hands-on labs, empowering you to learn at your own pace. On-Demand allows you to design your training around your schedule, budget, and individual learning needs.

On-Demand Learning is a perfect solution for students who are unable to attend traditional instructor-led training due to schedule constraints. You receive the same materials and labs as an instructor-led course, with the added convenience of flexible scheduling and a lower price tag.

This On-Demand Course Includes:

  • Official Courseware License
  • Hands-on Exercises/Labs
  • Certification Package:
    • Practice exam
    • official certification exam

Course Overview

The ITIL 4 Executive Review course is designed for everyone with a background in ITIL V3 that wants to come up to speed on ITIL 4.  The ITIL 4 Executive Review course provides a comprehensive overview of the changes between ITIL V3 and ITIL 4.

Please note that this course is specifically designed for individuals would like to understand the differences between ITIL V3 and ITIL 4.  If you have studied and passed the ITIL V3 Foundation Exam this is the perfect way to understand the new features of ITIL 4.

This package comes with an exam voucher for the ITIL 4 Foundation exam and the full ITIL 4 Foundation course.

In This Course You Will Learn:

  • Key concepts of IT service management
  • ITIL’s guiding principles and how they assist an organization to adopt and adapt service management
  • The four dimensions of service management
  • ITIL’s service value system and its components including the service value chain and service value streams
  • Key ITIL practices
  • How to prepare for the ITIL 4 Foundation exam
  • Successfully prepare to pass the ITIL 4 Foundation Exam


  • This course looks at the differences between ITIL V3 and ITIL 4.  Having a background in ITIL V3 is helpful.
  • If you are new to ITIL or IT Service Management you will need to attend the full ITIL 4 Foundation course.



Module 00:  Course Introduction: ITIL® 4 Foundation 

  • The Nature of the Class
  • Agenda
  • AXELOS ITIL 4 Schema
  • Available Resources

Module 01:  ITIL 4 – Big Picture

  • Reading Assignment
  • Introduction to the Key Elements of ITIL 4:
    • Service Value System (SVS)
    • Four Dimensions Model

Module 02: Key Definitions

  • Reading Assignment
  • Key Concepts and Definitions
    • Customer, User, Sponsor, Service Consumption
    • Organization, Service, Service Management, Product, Service Provision, Service Offering, Service Relationship Management
    • Value, Value Co-Creation, Utility, Warranty, Cost, Output, Outcome, Risk

Module 03: The Dimensions of Service Management

  • Reading Assignment
  • The Four Dimensions Model
    • Organizations & People
    • Information & Technology
    • Partners & Suppliers
    • Value Streams & Processes

Module 04: ITIL’s Service Value System (SVS) 

  • Reading Assignment
  • Purpose of the SVS
  • SVS Components
    • Opportunity/Demand, Value, Guiding Principles, Continual Improvement, Governance, Practices, Service Value Chain

Module 05: ITIL’s Service Value Chain

  • Reading Assignment
  • Introduction to the Service Value Chain, a Key Element of the SVS
  • Six (6) Elements of the Service Value Chain
    • Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
  • Service Value Streams

Module 06: ITIL’s Guiding Principles

  • Reading Assignment
  • Understand How the Guiding Principles Can Help an Organization Adopt and Adapt Service Management
  • Discuss the Seven (7) Guiding Principles and How They Can be Applied
    • 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 07: Introduction to Key ITIL Practices

  • Reading Assignment
  • Introduce the Concept of a “Practice”
  • Introduce the Three Groups of ITIL Practices
    • General Management
    • Service Management
    • Technical Management
  • Where Have All the Functions Gone?

Module 08: General Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Architecture Management, Continual Improvement, Information Security Management, Knowledge Management, Measurement and Reporting, Organizational Change Management, Portfolio Management
    • Project management, Relationship Management, Risk Management, Service Financial Management, Strategy Management, Supplier Management, Workforce and Talent Management
  • Detail Around Continual Improvement
    • Continual Improvement Register (CIR)
    • Continual Improvement Model

Module 09: Service Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Availability Management, Business Analysis, Capacity and Performance Management, Change Control, Incident Management, IT Asset Management, Monitoring and Event Management, Problem Management, Release Management
    • Service Catalog Management, Service Configuration Management, Service Continuity Management, Service Design, Service Desk, Service Level Management, Service Request Management, Service Validation and Testing
  • Required Definitions for the Foundation Exam and Key Differences Foundation-Tested Practices

Module 10: Technical Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Deployment Management, Infrastructure and Platform Management, Software Development and Management

Module 11: Conclusion

  • Review Exam Content
  • Final Thoughts on Taking the Exam