IT Service Management Excellence – ITIL 4 Foundation Program

This course features Coursera Coach! A smarter way to learn with interactive, real-time conversations that help you test your knowledge, challenge assumptions, and deepen your understanding as you progress through the course. Learn IT Service Management through ITIL 4 Foundation principles, building practical understanding of value creation, service relationships, and modern ITSM practices that improve organizational efficiency and customer outcomes. The course begins with fundamentals of service management and the ITIL framework, including exam structure, key terminology, and evolution of ITIL. You will build a strong conceptual base. Next, you explore the Service Value System, guiding principles, four dimensions, and service value chain, followed by real-world management practices like incident, change, and problem management. Designed for aspiring IT support professionals, service managers, and beginners in ITSM. No advanced prerequisites are required, though basic IT awareness is helpful. Difficulty is beginner level. By the end of the course, you will be able to understand ITIL concepts, apply ITSM practices, interpret service value streams, and prepare confidently for the ITIL 4 Foundation exam.