ITIL 4 Foundation Training and Certification

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The new ITIL® 4 Foundation course is a two day introductory course that allows you to write the examination leading to the new ITIL 4 Foundation Certificate in IT Service Management.

The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT service delivery, support and management a Service Value System (SVS).

ITIL 4 follows a more evolutionary approach using the Service Value System to provide a holistic end-to-end picture of what it really means for IT to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps into ITIL.

Target Audience

The Course is designed for anyone working in IT. Roles specifically focusing on IT Service Management will especially find this course valuable.Even if you have a certification in ITIL v3 or 2011, this course will serve as your introduction to the new concepts espoused in ITIL 4.

Please note that there is NO BRIDGING OPTION between ITIL v3/2011 and ITIL 4 unless the candidate has already accumulated 17 credits in the old scheme. Bridging qualifications will only become available in the latter half of 2019.

Passing the ITIL 4 Foundation Examination in IT Service Management is a prerequisite for individuals seeking to attend any other ITIL 4 qualifications.


There are no prerequisites for attending this course.

Learning Objectives

At the end of the two-day course, attendees will have an understanding of the following:

  • How the old 5-step Lifecycle model (and 26 processes and functions) map to the new ITIL 4 model
  • The seven Guiding Principles of ITIL 4
  • ITIL’s new Service Value Chain
  • The four dimensions of Service Management
  • The 34 ITIL practices, with a specific focus on 18 most important practices
  • ITIL and key concepts like Lean IT, Agile, DevOps, and Organisational Change Management and why these are important to deliver business value


Day 1

  • Introduction to ITIL key concepts
  • Value
  • Service relationships
  • Guiding principles
  • The 4 dimensions
  • The ITIL service value system

Day 2

  • ITIL practices overview
  • Continual improvement
  • Change control
  • Incident management
  • Problem management
  • Service requirements
  • management
  • Service desk
  • Service Level Management

Exam preparation

Write exam


The course prepares participants to sit the Foundation Certificate In IT Service Management (ITIL 4) examination.

  • A 60-minute
  • 40 question
  • Multiple-choice

Exam is scheduled at the end of the last day of the course.

A passing mark of 65% is required.


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