The ITIL® Framework is a collection of Best Practices for IT, which helps IT leaders to shift their focus away from technology, to focus instead on the creation value through the delivery of services.

ITIL® 4 (released in 2019) evolved from the previous versions by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams and digital transformation. It has also embraced new ways of working, such as Lean, Agile, and DevOps.

The Business of IT

ITIL has also been described as "The Business of IT" in that it covers many business-related themes such as HR, Finance and Marketing of IT Services. This provides a model for IT leaders to be more commercially-minded.

"The ITIL Framework is still the best codification of IT Good Practice"
- Gene Kim, author of The Phoenix Project and Visible Ops

Who Should Attend

This course provides an introduction to IT Service Management concepts and is a valuable career development certification for any seasoned IT Professional.

Experience in IT or business would be beneficial, if only to understand the context and systemic problems in IT. This course is suitable for, and aimed at:

  • IT Executives
  • IT Managers
  • Process Managers
  • IT Project Managers
  • Development Teams
  • IT Operations Teams, including the Service Desk
  • IT Consultants


You will learn:

  • How to align IT to business goals and create lasting value
  • How to balance the needs of the business with the demands from technology
  • How the adoption of a Service Management approach delivers outcomes, creates value and improves customer satisfaction
  • How to improve continuously improve service efficiency and effectiveness, thus supporting business objectives
  • Why short-term thinking leads to long-term failure
  • How to adopt the good practice patterns and practices within your own team

Course Contents

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  Key Concepts & Definitions
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  Service Relationships
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  The Seven Guiding Principles
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  The Four Dimensions of Service Management
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  The ITIL Service Value System
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  The ITIL Service Value Chain
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  Service Management Practices
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  Preparing for the Exam
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The Hammer Academy is an Accredited Training Organisation (ATO) by PeopleCert. This is your assurance that the courses and materials we offer meet stringent quality standards.


This course will prepare you to complete the ITIL 4 Foundation Examination. Successfully passing this exam will result in the attainment of the ITIL 4 Foundation Certificate in IT Service Management

Exam Format

  • 40 multiple choice questions
  • Closed Book Exam


  • 60 minutes
  • Candidates completing an exam in a language that is not their mother tongue have a maximum of 75 minutes to complete the exam.

Pass Score

  • 70% (28 marks out of 40)

Included in this course

This online course has been accredited by PeopleCert and includes the following:

  • 75 short video lessons (16 hours)
  • 2 Official Sample Papers
  • Study Guide Checklist
  • PeopleCert Exam Voucher
  • One Year FREE Membership to AXELOS myITIL

Get one year FREE access to the AXELOS MyITIL membership site, which is filled with white papers, tools, resources and endorsements to further your career.

Worth £50.00 (approx R1100)

Pricing Options


Online Course (includes PeopleCert Exam Voucher)

Corporate Enquiries

Please send an email to [email protected] to request a quote.

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