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ITIL® 4 Foundation

3 days


The ITIL 4 framework provides a practical and flexible basis to support organisations on their journey to the new world of digital transformation and to help them address new service management challenges. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

Who should attend?

This course will benefit anyone who requires an understanding of ITIL and how it may be used to maintain and improve quality IT management. Such individuals who will benefit can comprise of but not limited to:

  • IT Service Providers
  • Key Business Managers, Executives and Directors
  • Business Owners
  • Process and Service Owners
  • Contractors

Programme Objectives

The Foundation level is to certify that each participant gains the knowledge of the ITIL® 4 terminology, structure and basic concepts.

Programme Content

  • Value co-creation
  • The ITIL service value system (SVS)
  • The four dimensions of service management 
  • The service value chain
  • The guiding principles
  • 18 of the 34 ITIL practices with particular focus on 7 of these practices

Course agenda:

  • Introducing ITIL 4
  • Key concepts of service management
  • Key concepts of ITIL
  •  Introduction to the ITIL practices
  • Classroom revision and exam preparation 

What is included?

  • Axelos® accredited classroom training
  • Participant coursebook
  • The ITIL Foundation exam

Course Study and Exams

The Foundation level course requires approximately 15-hours of classroom based instruction including examination preparation.  There is also homework and self-studying.

  • Paper-based exam
  • 40-multiple choice questions
  • 26 marks required to pass (equates to 65%)