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ITIL v4 – Foundation Program




Course overview

This certification course provides an introduction to ITIL® 4 and how the global service management best practice has evolved to manage services holistically across a Service Value System (SVS). ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations on their journey to the new world of digital transformation. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The purpose of the ITIL® 4 Foundation qualification is to introduce the management of modern IT-enabled services, to provide an understanding of the common language and key concepts, and to show how organizations and work can improve with the ITIL® 4 guidance. The qualification will provide the candidate with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working.


• This is a 3-day instructor-led classroom course, including a proctored exam on the last day
• This course can also be delivered as a 2/3-day course

Delivery Methods and Exam
• In class + exam (computer-based or paper based)

• To receive certification, the candidate must successfully pass the ITIL® 4 Foundation exam: 40 multiple choice questions , 60 minutes, closed book’ examination
o Passing mark is a minimum of 65% (26 out of 40)
o Exam is available in English – candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total
• The supporting book: ITIL® 4 Foundation (ISBN: to be assigned) is recommended but not mandatory reading for this course.

Program Objective

The ITIL® 4 Foundation exam tests whether you can recall and understand the ITIL® 4 service management framework well enough to be awarded the ITIL® 4 Foundation qualification. The Foundation qualification is a prerequisite for the higher ITIL® 4 qualifications, which assess your ability to apply your understanding of the framework in context.

The qualification will provide the student with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working, including: Key Service Management Concepts, The Four Dimensions of Service Management, ITIL® Service Value System Organization structure, Governance, ITIL® Guiding Principles, ITIL® Service Value Chain, Continual Improvement, ITIL® Practices