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ITIL® 4 Foundation Training
Level: Foundation
Start your ITIL 4 certification journey on the right foot! This ITIL 4 Foundation certification training provides you with the knowledge needed to pass the ITIL 4 Foundation Certification exam. This course helps you explore the ITIL 4 end-to-end IT/digital operating model for the creation, delivery, and continual improvement of tech-enabled products and services and how technology and IT teams play a crucial role in wider business strategy.
Key Features of this ITIL 4 Training:
- Choose from blended on-demand and instructor-led learning options
- ITIL 4 Foundation exam included (exam taken in-class or exam voucher provided)
- After-course instructor coaching benefit
- Practice exams, prep questions, and additional resources included
You Will Learn How To:
- Prepare for and pass the ITIL 4 Foundation certification exam
- Identify opportunities to develop IT practices using ITIL guidelines
- Interact with IT teams using ITIL 4 terminology and concepts
- Explore the service value chain, and IT service management practices
- Recognize the importance of IT and business integration
Certifications/Credits:
Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals
ON DEMAND
On Demand & Instructor Coaching
Unlimited annual access to:
- On-demand ITIL 4 Foundation modules, courseware, and author support
- Over 300 exam prep questions
- Digital ITIL Foundation Handbook
- Exam voucher included
LIVE, INSTRUCTOR-LED
In Class & Live, Online Training
- 3-day instructor-led training course
- Practice exams and prep questions
- One-on-one after course instructor coaching
- Earn 18 PMI PDUs
- Exam voucher included
PREMIUM TRAINING
Unlimited Access to Everything
Unlimited annual access to:
- On-demand ITIL 4 Foundation modules, courseware, and author support
- 3-day instructor-led training course
- Over 300 exam prep questions and practice exams
- Digital ITIL Foundation Handbook
- One-on-one after course instructor coaching
- Exam voucher included
TRAINING AT YOUR SITE
Team Training
- Bring this or any training to your organization
- Full - scale program development
- Delivered when, where, and how you want it
- Blended learning models
- Tailored content
- Expert team coaching
Customize Your Team Training Experience
CONTACT USSave More On Training with FlexVouchers – A Unique Training Savings Account
Our FlexVouchers help you lock in your training budgets without having to commit to a traditional 1 voucher = 1 course classroom-only attendance. FlexVouchers expand your purchasing power to modern blended solutions and services that are completely customizable. For details, please call 888-843-8733 or chat live.
On Demand & Instructor Coaching
On-Demand Training Information
-
ITIL 4 Foundation On-Demand Training Description
This option offers annual access to an on-demand ITIL 4 Foundation course delivered by real instructors and the class materials, exercise guides, exam prep material, and instructor support needed to ensure you pass your ITIL 4 certification exam (exam voucher included). Learn on the go with the included ITIL 4 Foundation mobile app.
On-Demand Training Outline
-
ITIL 4 Foundation On-Demand Modules
Module 00: Course Introduction: ITIL 4 Foundation
- The Nature of the Class
- Agenda
- AXELOS ITIL 4 Schema
- Available Resources
Module 01: Exam Tips
- Understanding the Exam Process
- Exam Questions and Grading
- Taking the Exam
- Using the Practice Exams
Module 02: High-Level Service Management and Introduction
- Where are Services and Service Management Today?
- Introduction to the Key Elements of ITIL 4:
- Service Value System (SVS)
- Four Dimensions Model
Module 03: Key Concepts
- 15 Terms
- Practical Application
- Axel Car Hire
Module 04: Services Defined
- What is a Service?
- Service Provision
- Service Offering
- Service Relationship Management
- Organizational Service Management
Module 05: Service Offerings & Relationship
- Goods
- Provisioning
- Consumption
Module 06: Putting it All Together
Module 07: The Service Relationship Model
Module 08: Axel Car Hire Example
- Value
- Value Co-Creation
- Utility
- Warranty
- Cost
- Outcome
- Output
- Risk
Module 09: Critically of Value
- Utility
- Warranty
Module 10: The Dimensions of Service Management
- Overview of the Four Dimensions
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
- Organization & People
- Culture
Module 11: Information & Technology
- The Changing Role of Technology
- The Value of Technology
- The Importance of Data
Module 12: Partners & Suppliers
- Making it All Work
- Partners & Suppliers
- Contracts and Agreements
Module 13: Value Streams and Processes
- The Service Value System
- The Service Value Chain
- Value Streams
- Processes
Module 14: ITIL’s Service Value System (SVS)
- The Objectives
- The Purpose
- Overview
Module 15: SVS Components
- Governance
- Practices
- Service Value Chain
- The Impact of a Poor SVS
Module 16: Overview of ITIL’s Service Value Chain (SVS)
- Value Chain Activities
- What’s included, What’s not
- Triggers
- Service value Streams
- Key Exam Tip
Module 17: SVS – Plan
- The Purpose
- What’s Included
Module 18: SVS - Improve
- The Purpose
- What’s Included
Module 19: SVS - Engage
- The Purpose
- What’s Included
Module 20: SVS - Design & Transition
Module 21: SVS – Obtain/Build & Deliver & Support The Purpose
- What’s Included
Module 22: ITIL’s 7 Guiding Principles What They Do
- How They Help
- What They Are
- Exam Tip
- Focus on Value
Module 23: Start Where You Are Definition
- How it Works
Module 24: Progress Iteratively with Feedback Definition
- Application
- Collaborate & Promote Visibility
- Definition
- Application
- Agile, Lean & DevOps
Module 25: Think and Work Holistically Definition
- Implications
- Keep it Simple and Practical
- Why Simple is Important
- Practical Solutions
Module 26: Optimize & Automate Technology VS. Human Oversight
- Benefits of Automation
Module 27: Introduction to Key ITIL Practices Introduce the Concept of a “Practice”
- Introduce the Three Groups of ITIL Practices
- General Management
- Service Management
- Technical Management
Module 28: General Management Practices Purpose Statements
- Information Security Management
- Relationship Management
- Supplier Management
Module 29: Continual Improvement The Purpose
- The Scope
- Key Activities
- Methods and Models
- Approaches – Lean, Agile, DevOps
Module 30: The Continual Improvement Model What Does it Say?
- How it Works
Module 31: Continual Improvement & Guiding Principles The Details
- Collaborate & Promote Visibility
Module 32: Service Management Practices (SMP) Discuss the Purpose of:
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
Module 33: SMP Change Control The Definition
- The Importance of Change Control
- Emergency Change
Module 34: SMP Incident Management The Definition
- The Purpose
- The Process
Module 35: Problem Management The Purpose
- The Definition
- Phases
Module 36: SMP Service Requests Management The Definition
- The Purpose
- Types of Requests
- Guidelines
Module 37: SMP The Service Desk The Purpose
- The Function
- Practical Application
Module 38: Service Level Management (SLM) The Purpose
- The Definition
- Skills and Competencies
Module 39: Information Analysis for SLM The Process
- Information Sources
Module 40: Technical Management Practices Discuss the Purpose of:
- Deployment Management
- Review the Discussed ITIL Practices
Module 41: Conclusion Review Exam Content
- Final Thoughts on Taking the Exam
ITIL 4 Foundation FAQs
-
What background do I need?
No specific background is required.
-
How will the ITIL 4 Foundation mobile app help me prepare?
This official app available for iOS devices provides you with everything you need to practice answering questions and monitoring your learning progress.
- STUDY: work your way through 300 revision cards – each showing the question, correct answer, rationale and related glossary terms
- PRACTICE: test your knowledge by answering questions from across the five lifecycle stages
- MOCK EXAMS: sit multiple mock exams with a different combination of questions every time, the closest experience you will get to the real exam!
- EXTRAS: loads of extra features to help you prepare for your test and beyond – including the full ITIL glossary and the ability to track your progress
- EASY TO USE: on-the-go revision has never been easier with a simple 3-step approach: study, practice and mock exams
- EXCLUSIVE CONTENT: the questions and answers are exclusive to this app and were written by the ITIL Chief Examiner, each question replicates the style, topics and content of the official exams.
-
What on-demand content will I receive?
A full outline of the included on-demand content can be see above. You will receive 4 1/2 hours of demand content and two sample exams.
In Class & Live, Online Training
Time Zone Legend:
Note: This course runs for 3 Days
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Dec 4 - 6 9:00 AM - 5:00 PM EST Alexandria, VA / Online (AnyWare) Reserve Your Seat
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Sep 9 - 11 9:00 AM - 5:00 PM MDT Denver / Online (AnyWare) Reserve Your Seat
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Sep 23 - 25 9:00 AM - 5:00 PM EDT Toronto / Online (AnyWare) Reserve Your Seat
Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.ITIL 4 Foundation Course Information
-
Course Preparation
Before your event, you will be sent an email with the official ITIL Foundation Certificate syllabus, which you should read.
ITIL 4 Foundation Course Outline
-
Key Concepts of Service Management
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
-
Key Concepts of Value Creation
- Cost
- Value
- Organization
- Outcome
- Output
- Risk
- Utility and Warranty
-
Key Concepts of Service Relationships
- Service offering
- Service relationship management
- Service provision
- Service consumption
-
Seven 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
-
Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
-
Components of the ITIL Service Value System
- Plan
- Improve
- Engage
- Design & Transition
- Obtain/Build
- Deliver and Support
-
ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
-
How Key ITIL Practices Fit within the Service Value Chain
- Continual Improvement
- Change Control
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
ITIL 4 Foundation FAQs
-
What is ITIL 4?
ITIL 4 provides you with comprehensive guidance for the management of information technology in the modern service economy. The ITIL 4 framework is built on established ITSM practices and expands itself to the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
-
Who should attend this ITIL training course?
Those interested in controlling IT costs, improving IT service quality, and balancing IT resources. All IT professionals, IT project managers, IT managers, IT project or team members, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.
-
What background do I need?
No specific experience is required.
-
How should I prepare for this course?
Before your event, you will be sent a Pre-Course Study Guide. The Pre-Course Study Guide also contains the official ITIL Foundation Certificate syllabus, which you should read.
-
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a customizable framework for good practice of IT services and infrastructure. ITIL was developed in the 1980s by the Central Computer and Telecommunications Agency, which later became the Office of Government Commerce (OGC), a governmental organization in the United Kingdom. ITIL has evolved to become the world-wide de facto standard for IT service management and encompasses multiple components of IT service management.
ITIL is the most recognized Service Management framework in IT. The framework enables IT to better align to the business and solve specific operational needs. ITIL is not about creating things like projects do, it’s about delivering IT services that demonstrate real value to the organization. -
What is ITIL used for?
IT service management ensures organizations effectively and professionally manage and support the people, processes and technologies within a business environment. By applying the ITIL service management practices covered in this and other ITIL courses, organizations can reduce costs, improve Return on Investment (ROI), enhance productivity, and maintain a consistent standard for service delivery. -
What is the cost of the exam?
The cost of the ITIL 4 exam for Foundation certification is over $300 when purchased through a testing center, but the exam is included as part of your course tuition at no extra charge. -
What is ITIL 4 Foundation certification and why should I earn it?
ITIL 4 certification is the most recent version of ITIL available. It is a requirement for further ITIL 4 certifications. Learn More about ITIL 4 › -
How do I get the ITIL 4 certification Foundation Certificate?
To earn this certification, you must:- Sit for the ITIL 4 Foundation exam, administered on the last day of training or via PeopleCert’s online proctoring service.
- Score a 65% on the exam in 60 minutes
Unlimited Access to Everything
Time Zone Legend:
Note: This course runs for 3 Days
-
Dec 4 - 6 9:00 AM - 5:00 PM EST Alexandria, VA / Online (AnyWare)
-
Dec 11 - 13 9:00 AM - 5:00 PM EST Toronto / Online (AnyWare)
-
Dec 18 - 20 9:00 AM - 5:00 PM EST Herndon, VA / Online (AnyWare)
-
Jan 15 - 17 9:00 AM - 5:00 PM EST Washington, DC / Online (AnyWare)
-
Jan 22 - 24 9:00 AM - 5:00 PM EST Alexandria, VA / Online (AnyWare)
-
Jan 27 - 29 9:00 AM - 5:00 PM EST Rockville, MD / Online (AnyWare)
-
Feb 3 - 5 9:00 AM - 5:00 PM EST New York / Online (AnyWare)
-
Feb 5 - 7 9:00 AM - 5:00 PM PST Seattle / Online (AnyWare)
-
Feb 12 - 14 9:00 AM - 5:00 PM EST Ottawa / Online (AnyWare)
-
Feb 19 - 21 9:00 AM - 5:00 PM EST Toronto / Online (AnyWare)
-
Feb 24 - 26 9:00 AM - 5:00 PM EST Herndon, VA / Online (AnyWare)
-
Mar 4 - 6 9:00 AM - 5:00 PM CST Austin / Online (AnyWare)
-
Mar 11 - 13 9:00 AM - 5:00 PM EDT Alexandria, VA / Online (AnyWare)
-
Mar 18 - 20 9:00 AM - 5:00 PM MDT Denver / Online (AnyWare)
-
Apr 6 - 8 9:00 AM - 5:00 PM EDT New York / Online (AnyWare)
-
Apr 15 - 17 9:00 AM - 5:00 PM EDT Rockville, MD / Online (AnyWare)
-
May 6 - 8 9:00 AM - 5:00 PM EDT Alexandria, VA / Online (AnyWare)
-
May 13 - 15 9:00 AM - 5:00 PM PDT San Francisco / Online (AnyWare)
-
May 20 - 22 9:00 AM - 5:00 PM CDT Austin / Online (AnyWare)
-
May 27 - 29 9:00 AM - 5:00 PM EDT New York / Online (AnyWare)
-
Jun 3 - 5 9:00 AM - 5:00 PM EDT Herndon, VA / Online (AnyWare)
-
Jun 10 - 12 9:00 AM - 5:00 PM MDT Denver / Online (AnyWare)
-
Jun 24 - 26 9:00 AM - 5:00 PM EDT Toronto / Online (AnyWare)
-
Jul 22 - 24 9:00 AM - 5:00 PM EDT Ottawa / Online (AnyWare)
-
Jul 29 - 31 9:00 AM - 5:00 PM EDT Rockville, MD / Online (AnyWare)
-
Aug 5 - 7 9:00 AM - 5:00 PM PDT Seattle / Online (AnyWare)
-
Aug 12 - 14 9:00 AM - 5:00 PM CDT Austin / Online (AnyWare)
-
Sep 2 - 4 9:00 AM - 5:00 PM EDT Alexandria, VA / Online (AnyWare)
-
Sep 9 - 11 9:00 AM - 5:00 PM MDT Denver / Online (AnyWare)
-
Sep 23 - 25 9:00 AM - 5:00 PM EDT Toronto / Online (AnyWare)
Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.Unlimited Access Training Information
-
ITIL 4 Foundation Unlimited Access Training Description
This premium option offers annual access to the on-demand and the 3-day instructor-led ITIL Foundation 4 courses. You'll get access to the class materials, exercise guides, exam prep material, and instructor support needed to ensure you pass your ITIL 4 certification exam (exam voucher included) throughout the year. Learn on the go with the included ITIL 4 Foundation mobile app.
On-Demand Training Outline
-
ITIL 4 Foundation On-Demand Modules
Module 00: Course Introduction: ITIL 4 Foundation
- The Nature of the Class
- Agenda
- AXELOS ITIL 4 Schema
- Available Resources
Module 01: Exam Tips
- Understanding the Exam Process
- Exam Questions and Grading
- Taking the Exam
- Using the Practice Exams
Module 02: High-Level Service Management and Introduction
- Where are Services and Service Management Today?
- Introduction to the Key Elements of ITIL 4:
- Service Value System (SVS)
- Four Dimensions Model
Module 03: Key Concepts
- 15 Terms
- Practical Application
- Axel Car Hire
Module 04: Services Defined
- What is a Service?
- Service Provision
- Service Offering
- Service Relationship Management
- Organizational Service Management
Module 05: Service Offerings & Relationship
- Goods
- Provisioning
- Consumption
Module 06: Putting it All Together
Module 07: The Service Relationship Model
Module 08: Axel Car Hire Example
- Value
- Value Co-Creation
- Utility
- Warranty
- Cost
- Outcome
- Output
- Risk
Module 09: Critically of Value
- Utility
- Warranty
Module 10: The Dimensions of Service Management
- Overview of the Four Dimensions
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
- Organization & People
- Culture
Module 11: Information & Technology
- The Changing Role of Technology
- The Value of Technology
- The Importance of Data
Module 12: Partners & Suppliers
- Making it All Work
- Partners & Suppliers
- Contracts and Agreements
Module 13: Value Streams and Processes
- The Service Value System
- The Service Value Chain
- Value Streams
- Processes
Module 14: ITIL’s Service Value System (SVS)
- The Objectives
- The Purpose
- Overview
Module 15: SVS Components
- Governance
- Practices
- Service Value Chain
- The Impact of a Poor SVS
Module 16: Overview of ITIL’s Service Value Chain (SVS)
- Value Chain Activities
- What’s included, What’s not
- Triggers
- Service value Streams
- Key Exam Tip
Module 17: SVS – Plan
- The Purpose
- What’s Included
Module 18: SVS - Improve
- The Purpose
- What’s Included
Module 19: SVS - Engage
- The Purpose
- What’s Included
Module 20: SVS - Design & Transition
Module 21: SVS – Obtain/Build & Deliver & Support The Purpose
- What’s Included
Module 22: ITIL’s 7 Guiding Principles What They Do
- How They Help
- What They Are
- Exam Tip
- Focus on Value
Module 23: Start Where You Are Definition
- How it Works
Module 24: Progress Iteratively with Feedback Definition
- Application
- Collaborate & Promote Visibility
- Definition
- Application
- Agile, Lean & DevOps
Module 25: Think and Work Holistically Definition
- Implications
- Keep it Simple and Practical
- Why Simple is Important
- Practical Solutions
Module 26: Optimize & Automate Technology VS. Human Oversight
- Benefits of Automation
Module 27: Introduction to Key ITIL Practices Introduce the Concept of a “Practice”
- Introduce the Three Groups of ITIL Practices
- General Management
- Service Management
- Technical Management
Module 28: General Management Practices Purpose Statements
- Information Security Management
- Relationship Management
- Supplier Management
Module 29: Continual Improvement The Purpose
- The Scope
- Key Activities
- Methods and Models
- Approaches – Lean, Agile, DevOps
Module 30: The Continual Improvement Model What Does it Say?
- How it Works
Module 31: Continual Improvement & Guiding Principles The Details
- Collaborate & Promote Visibility
Module 32: Service Management Practices (SMP) Discuss the Purpose of:
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
Module 33: SMP Change Control The Definition
- The Importance of Change Control
- Emergency Change
Module 34: SMP Incident Management The Definition
- The Purpose
- The Process
Module 35: Problem Management The Purpose
- The Definition
- Phases
Module 36: SMP Service Requests Management The Definition
- The Purpose
- Types of Requests
- Guidelines
Module 37: SMP The Service Desk The Purpose
- The Function
- Practical Application
Module 38: Service Level Management (SLM) The Purpose
- The Definition
- Skills and Competencies
Module 39: Information Analysis for SLM The Process
- Information Sources
Module 40: Technical Management Practices Discuss the Purpose of:
- Deployment Management
- Review the Discussed ITIL Practices
Module 41: Conclusion Review Exam Content
- Final Thoughts on Taking the Exam
ITIL 4 Foundation FAQs
-
What background do I need?
No specific background is required.
-
How will the ITIL 4 Foundation mobile app help me prepare?
This official app available for iOS devices provides you with everything you need to practice answering questions and monitoring your learning progress.
- STUDY: work your way through 300 revision cards – each showing the question, correct answer, rationale and related glossary terms
- PRACTICE: test your knowledge by answering questions from across the five lifecycle stages
- MOCK EXAMS: sit multiple mock exams with a different combination of questions every time, the closest experience you will get to the real exam!
- EXTRAS: loads of extra features to help you prepare for your test and beyond – including the full ITIL glossary and the ability to track your progress
- EASY TO USE: on-the-go revision has never been easier with a simple 3-step approach: study, practice and mock exams
- EXCLUSIVE CONTENT: the questions and answers are exclusive to this app and were written by the ITIL Chief Examiner, each question replicates the style, topics and content of the official exams.
-
What on-demand content will I receive?
A full outline of the included on-demand content can be see above. You will receive 4 1/2 hours of demand content and two sample exams.
Team Training
Related ITIL Training
ITIL® 4 Foundation Bridge TrainingITIL® v3 Lifecycle: Continual Service Improvement TrainingITIL® v3 Lifecycle: Service Operation TrainingITIL® v3 Lifecycle: Service Strategy TrainingITIL® v3 Lifecycle: Service Transition TrainingITIL® v3 Practitioner Certification TrainingITIL® v3 Lifecycle: Service Design TrainingITIL® v3 Managing Across the Lifecycle TrainingITIL® v3 Capability: Service Offerings and Agreements TrainingITIL® v3 Capability: Operational Support and Analysis TrainingITIL® v3 Capability: Planning, Protection and Optimization TrainingITIL® v3 Capability: Release, Control and Validation Training
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