ITIL(R) 4 Foundation – IT Service Management Certification

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Introduction

The ITIL® 4 Foundation Certification is your gateway to mastering globally recognised best practices, ensuring you stay ahead in your career and deliver real value to your organisation.

Our ITIL® 4 Foundation Certificate in IT Service Management is ideal for professionals looking to build a solid foundation in IT service management. Whether you’re new to the field or have some experience, this course will equip you with the knowledge to navigate the evolving digital landscape. It’s perfect for IT professionals, Service Managers, and anyone delivering or receiving IT services across various sectors.

By completing this course, you’ll gain a deep understanding of service management practices and the key concepts of the ITIL framework, including the service value system and service value chain. You’ll learn to align IT services with business objectives, delivering measurable business value. This training ensures you manage cloud services, improve service delivery, and foster continual organisational improvement. The ITIL 4 Foundation course offers you the tools to lead digital transformation and support the efficient management of IT services.

Upon completing the course, you’ll earn the ITIL 4 Foundation Certificate, a globally recognised credential accredited by PeopleCert on behalf of AXELOS. This certification validates your ability to implement ITIL’s best practices in IT service management and is highly regarded by employers worldwide. As a recognised service management certification, it shows your commitment to professional growth and enhances your career prospects.

This qualification can open doors to various roles, including ITIL Practice Manager, IT Service Desk Manager, or Project Manager. It also acts as a stepping stone towards more advanced certifications such as ITIL Managing Professional and ITIL Strategic Leader. With this certification, you’ll be prepared for senior roles that require expertise in business relationship management, continual service improvement, and service level management.

Our ITIL® 4 Foundation course is delivered through a comprehensive, interactive learning experience. You’ll participate in 3 days of virtual classroom sessions guided by experienced trainers from accredited training organisations. We provide in-depth course materials, practical exercises, and an exam voucher for your service management certification. You’ll have full support throughout the course, ensuring you feel confident and prepared to earn your ITIL 4 Foundation certificate.

Prepare for success with a course that combines practical learning, expert guidance, and full exam preparation, positioning you to thrive in today’s fast-evolving IT landscape.

Explore more of our ITIL certification courses to unlock exciting career opportunities in this field.

Key features

  • Delivery Method: Virtual Classroom

  • Exam: Included (Proctored)

  • Duration: 3 Days

  • Certified & Experienced Trainers

  • Official Manual Included

  • Fully accredited courseware

  • Interest-free Payments

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The swirl logo ™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course code

QHZY

Location

Varies

Syllabus

1. Understand the key concepts of service management

1.1 Recall the definition of:

  • a) Service

  • b) Utility

  • c) Warranty

  • d) Customer

  • e) User

  • f) Service management

  • g) Sponsor

1.2 Describe the key concepts of creating value with services:

  • a) Cost

  • b) Value

  • c) Organisation

  • d) Outcome

  • e) Output

  • f) Risk

  • g) Utility

  • h) Warranty

1.3 Describe the key concepts of service relationships:

  • a) Service offering

  • b) Service relationship management

  • c) Service provision

  • d) Service consumption

2. Understand how the ITIL guiding principles can help an organisation adopt and adapt service management

2.1 Describe the nature, use and interaction of the guiding principles

2.2 Explain the use of the guiding principles

  • a) Focus on value

  • b) Start where you are

  • c) Progress iteratively with feedback

  • d) Collaborate and promote visibility

  • e) Think and work holistically

  • f) Keep it simple and practical

  • g) Optimise and automate

3. Understand the four dimensions of service management

3.1 Describe the four dimensions of service management

  • a) Organisations and people

  • b) Information and technology

  • c) Partners and suppliers

  • d) Value streams and processes

4. Understand the purpose and components of the ITIL service value system

4.1 Describe the ITIL service value system

5. Understand the activities of the service value chain, and how they interconnect

5.1 Describe the interconnected nature of the service value chain and how this supports value streams

5.2 Describe the purpose of each value chain activity:

  • a) Plan

  • b) Improve

  • c) Engage

  • d) Design & transition

  • e) Obtain/build

  • f) Deliver & support

6. Know the purpose and key terms of 15 ITIL practices

6.1 Recall the purpose of the following ITIL practices:

  • a) Information security management

  • b) Relationship management

  • c) Supplier management

  • d) IT asset management

  • e) Monitoring and event management

  • f) Release management

  • g) Service configuration management

  • h) Deployment management

  • i) Continual improvement

  • j) Change enablement

  • k) Incident management

  • l) Problem management

  • m) Service request management

  • n) Service desk

  • o) Service level management

6.2 Recall definitions of the following ITIL terms:

  • a) IT asset

  • b) Event

  • c) Configuration item

  • d) Change

  • e) Incident

  • f) Problem

  • g) Known error

7. Understand 7 ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

  • a) Continual improvement including: – The continual improvement model

  • b) Change enablement

  • c) Incident management

  • d) Problem management

  • e) Service request management

  • f) Service desk

  • g) Service level management

Exams

IMPORTANT: You must ensure your device is compatible with taking your exams. Please check and follow the official guidelines here.

  • Exam Format – Classic, Negative, Missing word, & List.

  • Number of questions – 40 marks.

    • The exam consists of 40 questions, each worth 1 mark, with no negative marking.

  • Duration – 60 minutes.

    • Candidates taking the exam in a language other than their native or working language may receive an additional 25% extra time, giving them a total of 75 minutes to complete the exam.

  • Pass Mark – 26/40 (65%).

  • Level of thinking – Bloom’s levels 1 & 2.

    • “Bloom’s level” refers to the level of thinking required to answer the question. For Bloom’s level 1 questions, you must recall ITIL 4 service management framework information. For Bloom’s level 2 questions, you’ll need to demonstrate an understanding of these concepts.

  • Material allowed – This is a ‘closed book’ examination.

    • The ITIL Foundation publication, ITIL 4 edition, is recommended for study purposes but is NOT allowed to be used during the exam.

Eligibility

There are no formal prerequisites for enrolment in our ITIL® 4 Foundation training course. However, to get the most out of the programme, we recommend a basic understanding of IT terminology and concepts. Experience in IT service delivery or related fields, such as project management or business analysis, would also be beneficial.

This course is ideal for IT professionals of all backgrounds, including Developers, Network Engineers, and System Administrators. If you’re involved in any stage of the IT service lifecycle, from design and creation to delivery and support, this course will equip you with the knowledge and skills to excel in today’s digital landscape.

Additional Benefits

Go beyond the basics and unlock your full potential with e-Careers.

Master the ITIL 4 Framework

Gain a solid understanding of the ITIL 4 framework, a widely accepted approach endorsed by AXELOS®. Learn key concepts like service value chains, configuration management, and business relationship management, which are the cornerstones of effective service delivery.

Become an IT Service Management Pro

Develop the expertise to manage the entire IT service lifecycle. Our course equips you to navigate service design, transition, operation, and continual improvement, ensuring IT services are constantly evolving to meet your organisation’s needs. This includes gaining insights into managing cloud services, deploying new and modified services, and incident management.

Navigate digital transformation with confidence

Learn how to adapt IT service management practices to keep pace with rapid technological advancements. This course equips you to ensure IT services remain relevant and supportive of changing business goals.

Boost your career prospects

Earn the industry-recognised ITIL 4 Foundation certification, a valuable credential demonstrating your professional development commitment. This opens doors to exciting career opportunities in IT service management, project management, and business analysis.

Gain expert insights

Benefit from our virtual classroom format, which allows you to accelerate your learning journey through a blend of theory and practical application led by our certified and experienced trainers.

FAQs

Is the ITIL 4 Foundation course suitable for me?

The ITIL 4 Foundation training is designed for individuals starting a career in IT service management. It’s also ideal for IT professionals transitioning into service management without prior credentials. Additionally, IT professionals in areas like digital and development, focusing on service delivery, can benefit from this course. Those already holding an ITIL Foundation qualification can use this training to update their knowledge to the latest version.

How can I earn the ITIL 4 Foundation Certificate?

Getting your ITIL 4 Foundation certified is straightforward. You’ll need to take and pass the official ITIL 4 Foundation exam. This convenient online proctored exam allows you to test from anywhere and takes approximately 60 minutes to complete. You’ll need to score at least 65% on the exam.

How can I prepare for the ITIL 4 Foundation course?

To ensure you get the most out of your training, we’ll send you a Pre-Course Study Guide before your course begins. This guide includes the official ITIL Foundation Certificate syllabus, which we recommend reviewing beforehand. This will familiarise you with the key concepts covered in the course and prepare you for a successful learning experience.

What is the ITIL 4 Foundation certified?

The ITIL 4 Foundation certification is a globally recognised qualification in IT service management. It introduces you to key concepts like the service value system and service management practices. This certification demonstrates your understanding of how IT services align with business goals. It is the first step towards advanced ITIL certifications and professional growth.

Is ITIL v4 a good certification?

Yes, ITIL 4 is a valuable certification for IT professionals. It provides a solid foundation in IT service management, which is widely used in many organisations. The certification enhances your skills in managing IT services, making you more competitive in the job market. It’s respected globally and opens doors to better career opportunities.

Is ITIL 4 difficult?

The ITIL 4 Foundation is not overly difficult if you are prepared. The course covers essential concepts, but the materials and support provided make it manageable. You must study key topics like the service value chain and service management practices, and with the right focus, you can pass the ITIL 4 exam.