ITIL® 4 Foundation – Course Overview

The ITIL® 4 Foundation course introduces learners to the core principles, practices, and key concepts of IT Service Management (ITSM) based on the latest ITIL 4 framework. Designed for professionals new to ITIL or looking to refresh their knowledge, this entry-level certification provides a practical understanding of how modern IT and digital service organisations operate, co-create value, and continually improve.

Through this course, participants will gain insights into the ITIL service value system, the guiding principles of ITIL 4, and how proven practices like Lean, Agile, and DevOps integrate with service management. The course prepares learners for the ITIL 4 Foundation exam and serves as the first step toward advanced ITIL certifications.

Ideal for IT professionals, service managers, and teams involved in delivering or supporting IT-enabled services, this course helps align IT with business goals and improve service delivery and customer satisfaction.

• Builds a solid understanding of modern IT service management best practices

• Aligns IT services with business objectives for greater efficiency and value

• Enhances collaboration through shared language and frameworks

• Equips learners to adapt ITSM practices to Agile, DevOps, and digital transformation initiatives

• Prepares students for the globally recognized ITIL® 4 Foundation certification

• Increases employability and career advancement opportunities in IT service roles

After completing this course, the student will be able to:

• Understand the key concepts, principles, and practices of IT Service Management based on ITIL® 4.
• Explain how ITIL® 4 supports modern technologies and ways of working, including Agile, DevOps, and cloud computing.
• Describe the ITIL® service value system and how it facilitates value co-creation.
• Identify and apply the four dimensions of service management.
• Understand and use the ITIL® guiding principles to support continual improvement.
• Define the purpose and key terms of 15 ITIL® practices, with a detailed focus on key practices like incident management, change enablement, and service desk.
• Prepare for and confidently pass the ITIL® 4 Foundation certification exam.
• Contribute more effectively to ITSM teams and initiatives within your organization.

Who Should Enrol for This Course:

• IT professionals seeking a foundational understanding of ITIL® and IT service management
• Service desk and support staff aiming to improve service delivery and user satisfaction
• IT managers, project managers, and team leads who need to align IT services with business needs
• Aspiring IT service managers or consultants working towards a career in ITSM
• Professionals involved in Agile, DevOps, or digital transformation projects looking to integrate ITIL® practices
• Anyone planning to pursue further ITIL® certifications in the ITIL® 4 certification path

There are no formal prerequisites for the ITIL® 4 Foundation course. It is designed for anyone interested in understanding the basics of IT Service Management. However, a general awareness of IT and experience working in an IT environment can be beneficial for easier comprehension of the concepts.

• Number of questions: 40 multiple-choice questions
• Passing score: 65% (26 out of 40 correct)
• Duration: 60 minutes
• Open book: No