ITIL 4 Foundation is the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice.

This course is delivered in a 2-day classroom setting referencing case studies and exercises that are designed to enhance the candidates understanding of ITIL®. Students who have attended this course, and have done some self-study, are suitably prepared to take the associated ITIL® 4 Foundation test. The ITIL® 4 Foundation certificate is a requirement for attending any of the advanced level or “specialist” courses. The ITIL® 4 Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® 4 terminology, structure and basic concepts and has comprehended the core principles of ITIL® 4. The ITIL 4 accredited e-learning would be a pre-read for students attending the course.

Upon successful completion of the training and examination components, related to this certification candidates can expect to:

• Comprehend the principles and concepts of IT Service Management as a practice.
• Be aware of the generic concepts and definitions used in ITIL®
• Understand the ITIL Service Value System (SVS)
• Understand the Four Dimension Model
• Understand the ITIL Service Value Chain (SVC)
• Comprehend the key principles and models
• Be aware of the practices
• Be aware of the importance of technology and architecture to IT Service Management
• Be aware of the need for training and the development of competences.
• Be prepared to take the ITIL® Foundation Certification exam

• provide readers with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working
• explain the concepts of the service management framework to support candidates studying for the ITIL 4 Foundation exam
• act as a reference guide that practitioners can use in their work, further studies, and professional development.

• Introduction
  • IT service management in the modern world
  • The structure and benefits of the ITIL 4 framework
  • The ITIL SVS, The four dimensions model
  • Key concepts of service management
  • Value and value co-creation
  • Organizations, service providers, service consumers, and other stakeholders
• Service Providers
  • Service consumers and stakeholders
  • Products and services
  • Configuring resources for value creation
  • Service offerings
  • Service relationships
  • The service relationship model
  • Value: outcomes, costs, and risks
  • Costs, Risks, Utility and warranty
• The four dimensions of service management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • Value streams for service management
  • Processes, External factors

• The ITIL service value system
  • Service value system overview
  • Opportunity, demand, and value
  • The ITIL guiding principles
  • Governance
  • Governing bodies and governance
  • Governance in the SVS
  • Service value chain
  • Plan, Improve, Engage
  • Design and transition, Obtain/build, Deliver and support
  • Continual improvement, Steps of the continual improvement model
  • Continual improvement and the guiding principles
  • Practices
• ITIL management practices
  • General management practices
  • Service management practices
  • Technical management practices

The exam is closed book with forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. The exam can be taken in two formats: Paper based or Online.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.