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Course Features

Comprehensive coverage of ITIL® 4 Foundation syllabus.

Training delivered by Accredited Instructor.

Access to Accredited course material for study.

100+ Exam prep questions access in quiz mode.

Recorded Sessions access for exam prep.

Free second attempt exam voucher*


Guidance by expert instructors for career enhancement and progression


Learning Objectives of ITIL® 4 Foundation Course


The learning objectives of the ITIL® 4 Foundation course are intended to provide participants with an in-depth understanding of the essential concepts, principles, and practises of IT service management using the ITIL® 4framework. The principal objectives of the ITIL® 4 Foundation course are as follows: 


  • Understand the key concepts of IT service management: Learn the core concepts, terminology, and definitions of IT service management, as well as how they contribute to delivering value to clients and stakeholders. 


  • Understand the ITIL® 4framework: Acquire an understanding of the structure, components, and fundamental elements of ITIL 4, including the Service Value System, Service Value Chain, Guiding Principles, Four Dimensions of Service Management, and ITIL practises. 


  • Understand the Service Value System (SVS): Learn how the Service Value System (SVS) integrates the various organisational components, activities, and practises to create, deliver, and continuously enhance customer and stakeholder value. 


  • Understand the Service Value Chain (SVC): Gain an understanding of the Service Value Chain's six primary activities (Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support) and how they interrelate to create value. 


  • Understand the Guiding Principles: Familiarize with the seven Guiding Principles of ITIL® 4and their significance in influencing ITSM practises, decision-making, and organisational behaviours. 


  • Understand the Four Dimensions of Service Management: Learn how the Four Dimensions (Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes) impact the design, delivery, and enhancement of IT services. 


  • Understand the ITIL practices: Acquire familiarity with the 34 ITIL practises and their objectives, scope, and interactions. Comprehend how these practises can be applied to effectively manage specific aspects of IT service management. 


  • Prepare for the ITIL® 4 Foundation certification exam: The course seeks to prepare individuals to pass the ITIL® 4 Foundation exam by providing a solid understanding of the concepts, principles, and terminology covered on the exam. 


Target audience of ITIL® 4 Foundation Certification 


All individuals from beginner – senior level, who are responsible and accountable for the management of IT Services in any organisation and most commonly include the below (but not limited to) designations: 

  • IT Service Desk Analysts 
  • IT Support Executives 
  • IT Service Management Analysts 
  • IT Process Managers 
  • IT Service Management Consultants 
  • IT Operations Managers 
  • IT Service Delivery Managers 
  • IT Students and Graduates 
  • Business Owners and Managers 
  • Anyone interested in IT Service Management 


Pre-requisites Of ITIL® 4 Foundation Certification Training 



ITIL® 4 Foundation Exam and Certification information 


  • No. of Questions: 40 
  • Exam Duration: 60  minutes 
  • Exam Format: Multiple Choice Questions (MCQ) 
  • Pass Marks: 26 out of 40 (65%) 
  • Exam Type: Closed Book 


ITIL® 4 Foundation Certification Journey 

Course Outline

1. Introduction
  • Introduction
2. The structure and benefits of the ITIL® 4 framework
  • The ITIL SVS - The Framework Structure
  • Benefits of the ITIL Framework
3. Key concepts of service management
  • Value and value co-creation 
  • Organizations, service providers, service consumers, and other stakeholders 
  • Products and services 
  • Service relationships 
  • Value: outcomes, costs, and risks  
4. The four dimensions of service management
  • Organizations and people  
  • Information and technology  
  • Partners and suppliers  
  • Value streams and processes  
  • External factors  
5. The ITIL service value system
  • Service value system overview
  • Opportunity, demand, and value
  • The ITIL guiding principles
  • ITIL Service Value Chain
6. The ITIL service value system
  • Service value system overview
  • Opportunity, demand, and value
  • The ITIL guiding principles
  • ITIL Service Value Chain
7. The ITIL service value Chain
  • Plan
  • Improve
  • Engage
  • Design & Transition
  • Obtain & Build
  • Deliver & Support
8. ITIL Practices
  • General Management Practices
  • Service Management Practices
  • Technical Management Practices
9. Recap for the day
  • Recap for the day
10. ITIL® 4 Foundation Sample Paper Discussions
  • ITIL® 4 Foundation Sample Paper Discussions 

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