ITIL® 4 is built on the established core of best practice in the ITIL® guidance. The ITIL® 4 Framework provides a practical and flexible approach to digital transformation and an operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

The fundamental objective of this course is to help you understand the key concepts of service management and the ITIL® 4 service management framework and prepare for the ITIL® 4 Foundation exam.

Target Audience

The ITIL 4 Foundation Course is targeted at professionals in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL.

This course and the related certification can be beneficial for the following roles:

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators
  • None, although a familiarity with IT service delivery and support will be beneficial.
Course Objectives

At the end of this course, you will be able to:

  • Understand the key concepts of ITIL service management.
  • Understand how ITIL guiding principles can help your organisation to adopt and adapt ITIL service management.
  • Understand the four dimensions of ITIL service management.
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how these interconnect.
  • Understand the key concepts of continual improvement.
  • Learn the various ITIL practices and how they contribute to value chain activities
Certification & Exam

This course will prepare you to take the ITIL 4 Foundation Examination in IT Service Management.

Successfully passing this exam will result in you being awarded the ITIL 4 Foundation Certificate in IT Service Management.

Exam Prerequisite: Exam Format:
  • 40 questions, multiple choice examination
  • Closed Book
  • Online Web Based
  • 60 minutes
  • You may take the exam in a language that is not your native may be awarded an extra 15 minutes
Pass Score:
  • 65% or higher