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ITIL® 4 Foundation Course


ITIL® 4 Foundation Course

ITIL® 4 Foundation Course

This instructor-led course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management. ITIL 4 retains the best of ITIL v3, and the core elements remain intact. The new content allows modern and emerging practices (Agile, Lean, DevOps) to be discussed alongside best practices.

ITIL 4 takes you through an evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps. 

ITIL® 4 Foundation Course

  • Digital or hardcopy learner manual (excellent post-class reference)
  • Sample documents and templates
  • The ITIL Lifecycle Reference Card
  • Personal Action Plan
  • Memory exercises, study aids, and sample exams
  • Instructor-led education and exercise facilitation
  • GAME ON! An Interactive Learning Experience®
  • Participation in Living the Lifecycle exercises including I am the Incident®
  • In-class exam preparation
  • Exam Voucher
  • Come ready to participate in lively discussions about modernizing processes, benefits and challenges.

ITIL® 4 Foundation Course Instructors

Our instructors are all ITIL Experts and have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-world stories and scenarios. Utilizing the highest quality content, this training style encourages active group participation.  Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.

ITIL® 4 Foundation Course Certification

Learners earn their ITIL Foundation certificate in IT Service Management by achieving a passing score (65%) on a 60 minute, 40 question examination.  

Professional Development Units

Attendees will earn 16 contact hours or PDUs upon completion of this course.


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


Course Introduction

Key Concepts of Service Management

  • The nature of value
  • The nature and scope of stakeholders
  • How value creation is enabled through services
  • Assignment: Let’s explore a service

Service Offerings and Service Relationships

  • Assignment: Let’s explore a service offering

Key Concepts of ITIL

The Four Dimensions of ITSM

  • Organizations and people
  • Assignment: Let’s explore culture
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

The Service Value System

  • Inputs
  • Outcomes
  • Guiding principles
  • Governance
  • Service value chain
  • Practices
  • Continual improvement

The Service Value Chain

  • Plan
  • Improve
  • Engage
  • Design and transition
  • Obtain/build
  • Deliver and support
  • Assignment: Let’s explore value streams

ITIL Practices

  • Continual improvement
  • Information security management
  • Relationship management
  • Supplier management
  • Change control
  • Incident management
  • IT asset management
  • Monitoring and event management
  • Problem management
  • Release management
  • Service configuration management
  • Service desk
  • Service level management
  • Service request management
  • Deployment management
  • Assignment: Let’s explore practice interfaces

The ITIL Guiding Principles

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
  • Assignment: Let’s explore guiding principles

Additional Sources of Information
Exam Review
Exam Taking Tips



Familiarity with IT services is recommended.



ITIL 4 Foundation is aimed at:

  •  Entry level IT professionals
  • Individuals at the start of their journey in service management
  • ITSM managers and aspiring ITSM managers
  • Those who need a basic understanding of ITIL
  • Those who would like to progress to higher levels within the ITIL 4 certification scheme
  • Existing ITIL qualification holders wishing to update their knowledge
  • Individuals working in other parts of IT (digital, product, development) with a strong interface to service delivery


3 Days Course

Class Dates

Good to Run
Remote Live

This class runs from 09:00 AM to 05:00 PM EST
Good to Run
Remote Live

This class runs from 10:00 AM to 06:00 PM EST
Remote Live

This class runs from 10:00 AM to 06:00 PM EST
Remote Live

This class runs from 10:00 AM to 06:00 PM EST

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