ITIL® 4 Foundation - 2 days course for ITIL experienced

ITIL 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.


The ITIL® (4) Foundation “Pro” is a 2-day classroom room based on the exam specifications specified by AXELOS for the ITIL® (4) Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL® (4) Foundation exam. 

At the end of this course, you will be able to:

  • Understand the key concepts of ITIL service management.
  • Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
  • Understand the four dimensions of ITIL service management.
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.  
  • Understand the key concepts of continual improvement.
  • Learn the various ITIL practices and how they contribute to value chain activities


The ITIL® (4) Foundation course fundamentally targets the participants in the IT and business domains who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators


There are no prerequisites for this course, although basic knowledge of Service Management concepts is helpful.


  • Module 1: Course Introduction

    • Introduction to IT Service Management in the Modern World
    • Introduction to ITIL 4
    • Case Study: Axle Car Hire
    • Case Study: The CIOs Vision for Axle
    • Exam Details

    Module 2: Service Management: Key Concepts

    • Value and Value Co-Creation
    • Value: Service, Products, and Resources
    • Service Relationships
    • Value: Outcomes, Costs, and Risks

    Module 3: The Guiding Principles

    • The Seven Guiding Principles
    • Applying the Guiding Principles

    Module 4: The Four Dimensions of Service Management

    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes
    • External Factors and Pestle Model

    Module 5: Service Value System

    • Overview of Service Value System
    • Overview of the Service Value Chain

    Module 6: Continual Improvement

    • Introduction to Continual Improvement
    • The Continual Improvement Model
    • Relationship between Continual Improvement and Guiding Principles

    Module 7: Overview of ITIL Practices

    • Purpose of ITIL Practices
    • The Continual Improvement Practice
    • The Change Control Practice
    • The Incident Management Practice
    • The Problem Management Practice
    • The Service Request Management Practice
    • The Service Desk Practice
    • The Service Level Management Practice
  • Day 1

    1. Module 1 Course Introduction of ITIL 4 based 
    2. Module 2 Service Management: Key Concepts 
    3. Module 3 The Guiding Principles
    4. Module 4 The Four Dimensions of Service Management

    Day 2

    1. Module 5 The Service Value System and Service Value Chain
    2. Module 6 Continual Improvement
    3. Module 7 Overview of ITIL Practices 
    4. Exam Preparation Guide/ Mock Exam
    5. Exam
  • The purpose of the exam is to assess if participants are able to demonstrate sufficient understanding of the ITIL 4 service management framework. The ITIL® 4 Foundation certificate is awarded on successful completion of the exam.

    • The exam is closed book with forty (40) multiple choice questions.
    • The pass grade is 65% (26 out of 40 questions).
    • The exam lasts 60 minutes.

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