ITIL®4 Foundation

  • Accredited courseware
  • Industry expert trainers
  • 14 study hours
  • Quizzes & workshops
  • Two practice exams
  • Exam voucher included with resit

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ITIL® 4 is the latest version of the popular IT service management framework. It reshapes established ITSM practices to help practitioners meet new challenges, while introducing new ways of working with the help of Lean, Agile, etc.

As the first ITIL® 4 publication, it introduces practitioners to the ITIL® 4 service management framework and reveals a new holistic end-to-end approach to service creation. ITIL® 4 Foundation further enriches the careers of practitioners as well as their employers as it covers the key concepts of service management, the four dimensions of service management, the service value system, and ITIL management practices.

Learning Objectives

In addition to preparing you for the ITIL® 4 Foundation certification examination, the following are the course’s learning objectives as defined in the official ITIL® 4 Foundation syllabus by AXELOS:

  • Understand the key concepts of service management
  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Understand the four dimensions of service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Know the purpose and key terms, and develop good understanding of selected ITIL practices

Who Should Attend this Training

  • IT and business students interested in a career in service management
  • ITSM professionals or managers who wish to better understand ITIL
  • Professionals who aim to become fully certified ITIL® 4 Experts
  • ITIL qualification holders who wish to update their knowledge to ITIL® 4


There are no prerequisites for ITIL® 4 Foundation.

Examination Format

  • 40 multiple choice questions
  • 60 minutes (+15 minutes for candidates with English as secondary language)
  • Passing criteria is 65%, i.e. 26 out of 40 points
  • Closed book

What’s Next?

Once you pass the Foundation certification examination, you can proceed towards the following ITIL certifications:

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  • What is ITIL?
  • History of ITIL
  • Qualification Scheme
  • ITIL® 4 Foundation Examination
  • Exam ordering process
  • Summary
  • Quiz 1

  • What We Will Learn in this Section
  • Service, Value and Value Co-creation
  • Output, Outcomes, Costs and Risks
  • Service Management
  • Service Offerings
  • Service Stakeholders
  • Utility & Warranty
  • Service Relationship Management
  • Service Provision
  • Service Consumption
  • The Service Relationship Model
  • Summary
  • Quiz 2

  • What We Will Learn in this Section
  • Organizations and People
  • Information & Technology
  • Partners and Supplier
  • Value Streams and Processes
  • External Factors
  • Summary
  • Quiz 3

  • What We Will Learn in this Section
  • Service Value System (SVS)
  • SVS Components
  • Service Value Chain (SVC)
  • SVC Activities
  • Summary
  • Quiz 4

  • What We Will Learn in this Section
  • What are the 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
  • Principles Interactions
  • Summary
  • Quiz 5

  • What is a Management Practice?
  • General Management Practices
    • Relationship management
    • Supplier management
    • Information security management
    • Continual improvement
    • Summary
    • Quiz 6
  • Service Management Practices
    • Monitoring and event management
    • Incident management
    • Service request management
    • Problem management
    • Service desk 
    • Change enablement
    • Release management
    • Service configuration management
    • IT asset management
    • Service level management
    • Summary
    • Quiz 7
  • Technical Management Practices
    • Deployment Management
    • Summary
    • Quiz 8

  • Complete summary of the training session from examination perspective

  • Suggested process for writing the examination successfully
  • How to handle difficult questions
  • Two practice examinations

Exam & Certification FAQs

Can ITIL®3 certified professionals transition to ITIL®4?

There are several ways for ITIL® 3 practitioners to transition to ITIL® 4:

  • ITIL® 3 Foundation Certified – To transition to the new ITIL certification scheme, you will need to take the ITIL® 4 Foundation exam.
  • ITIL® Intermediate/Practitioner Certified – The ITIL® 4 Managing Professional transition module allows ITIL® 3 professionals to transition to that latest ITSM framework. To take this module, candidates should have an ITIL® Expert certification or a minimum of 17 ITIL® 3 credits.
  • ITIL® 3 Expert – You need to take the ITIL® 4 Managing Profession transition module. If you wish to pursue the ITIL® Strategic Leader stream, complete the ITIL® Leader Digital & Strategy module. Upon completing both streams, you can proceed to ITIL® 4 Master.

Will AXELOS discontinue ITIL®3?

ITIL V3 certifications will remain valid until June 2020. While you can use this opportunity to collect Intermediate credits and transition to ITIL Managing Professional, it is in your best interest to adopt ITIL® 4’s latest practices in service management.


How long before I receive the results of my ITIL® 4 Foundation certification exam?

No, AXELOS does not mandate training. However, candidates are encouraged to train to understand the new material.


How long before I receive the results of my ITIL® 4 Foundation certification exam?

Tentative results of this ITIL certification exam will be available immediately after you complete the examination. The final results and certificate may take two (2) to three (3) business days.

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