ITIL® 4 Foundation

About this course


IT Service Management (ITSM) is crucial to the success of many of the world’s leading organizations, and ITIL is the world’s most popular framework for ITSM.

That means that if you want to demonstrate your expertise in ITSM, you need to be up-to-date with your ITIL knowledge.

ITIL, or ‘Information Technology Infrastructure Library’, is a framework of best practices. It provides organizations with directions to effectively manage and optimize their IT services.

This ITIL Foundation Certification course provides professionals with in-depth knowledge of the most recent version of the framework.

ITIL 4 covers the end-to-end operating processes of creating, delivering and continually improving IT products and services.

Who is this course aimed at?
  • Anyone looking to start their ITIL training with an award-winning course provider
  • Organizations intending to start adopting ITIL 4 best practices
  • Individuals or groups looking to pursue ITIL training online
  • Team members and managers who require an understanding of the framework
  • Candidates hoping to pursue careers in IT management
What will you learn by taking this course?
  • How the ITIL best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-powered products and services
  • An overview of the tools, methodologies, purpose, and components of the framework
  • How the guiding principles can help organizations plan, create, implement, and continually improve market-leading IT services
  • The details of the ITIL certification path, including the streams for Managing Professional (MP) and Strategic Leader (SL)
  • How to combine the framework with other leading frameworks, such as Lean, DevOps, and Agile
  • Everything needed to pass the official ITIL foundation certification exam
Why should you take this course?
  • Good e-Learning is an award-winning online training provider and was independently certified as a ‘Market Leader’ for ITIL online training by Course Conductor
  • The ITIL 4 syllabus offers a comprehensive and modernized look at IT service management
  • ITIL qualifications are highly valuable and desirable for employers in IT
  • This online course fully prepares candidates to sit and pass the ITIL 4 Foundation exam on the first attempt
  • Getting certified can lead to impressive salary gains. According to Payscale, professionals with the ITIL Foundation qualification earn an average base salary of approximately $100,000 (or £41,000)
  • The course was created with input from leading experts, including the authors of several of the ITIL 4 books
  • Good e-Learning students avoid ITIL Foundation exam costs thanks to FREE exam vouchers, as well as FREE resits with Exam Pledge
  • This ITIL 4 online course is fully accredited by PeopleCert on behalf of AXELOS
  • Good e-Learning students avoid ITIL Foundation exam costs thanks to FREE exam vouchers (T&Cs apply).
  • This ITIL 4 online course is fully accredited by PeopleCert on behalf of AXELOS.
Benefits for Individuals

The ITIL 4 Foundation course is ideal for professionals who need a solid understanding of the fundamentals of the new ITIL framework.

Learners also study how the latest iteration of ITIL can support and enhance the quality of ITSM in the era of digital transformation.

The course is perfect for individuals who wish to begin or advance their career in ITSM, as well as those who work in an organization that has adopted the ITIL framework.

Successfully completing the overall ITIL training scheme can greatly benefit professionals in their careers, regardless of industry, background or level of seniority.

The content of the course is also aligned with ITIL v3, providing practitioners with streamlined training paths to help drive their careers.

ITIL 4 has changed the familiar certification scheme. However, it still offers a variety of options following the Foundation certification:

  • ITIL Specialist – Create, Deliver and Support (Managing Professional)
  • ITIL Specialist – Drive Stakeholder Value (Managing Professional)
  • ITIL Specialist – High Velocity IT (Managing Professional)
  • ITIL Strategist – Direct, Plan and Improve (Managing Professional)
  • ITIL Strategist – Direct, Plan and Improve (Strategic Leader)
  • ITIL Leader – Digital and IT strategy (Strategic Leader)

ITIL’s approach to delivery and emphasis on automation supports the modern IT operating model. ITIL 4 also holds a great deal of value for software developers and ITSM practitioners in product and service delivery roles.

Benefits for Organizations

ITIL 4 is an industry-oriented framework. It supports organizations by driving processes that help teams work more collaboratively.

It also creates greater transparency between IT operations and development.

The latest version of ITIL enables greater automation and is also designed to integrate with other frameworks like Lean, Agile and DevOps to help deliver business value.

Training employees in the ITIL 4 framework helps organizations to:

  • Achieve better alignment between IT and business goals
  • Direct business initiatives suited to the new age of digital transformation
  • Enhance the quality of products and services delivered
  • Reduce costs with optimized use of resources
  • Improve customer satisfaction
  • Promote team collaboration
  • Identify and manage risks and challenges efficiently
Course Outline
Module 1: Key Concepts of Service Management

An introduction to ITIL’s key concepts and terminology, including:

  • Value and value co-creation
  • Products and services
  • Service relationships

An exploration of applying the key concepts to ITSM challenges.

Module 2: The Guiding Principles

An examination of ITIL’s guiding principles, which form the core of the framework. They integrate easily with other standards including Lean, Agile and DevOps. The guiding principles include:

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
Module 3: The Four Dimensions of Service Management

An exploration of ITIL’s four dimensions which form the basis of any design:

  • Organization and people
  • Information and technology
  • Partners and suppliers
  • Value Streams and processes
Module 4: Service Value System (SVS)

An examination of the inputs and outputs of effective service management:

  • The guiding principles
  • Governance
  • Service value chain
  • Practices
  • Continual improvement
Module 5: The Service Value Chain (SVC)

A detailed exploration of the SVC, as part of the SCS.

An overview of the six activities of the SVC, which are used together to create, deliver and continually improve services.

Module 6: Practice – Purpose and Key Terms

An overview of all 18 practices within the ITIL 4 framework, including their purpose and activities.

Module 7: Understand the 7 ITIL Practices

A detailed examination of the 7 essential ITIL practices, and their role within the SVC:

  • Continual Improvement
  • Change Control
  • Incident Management
  • Problem Management
  • Service Request Management
  • The Service Desk
  • Service Level Management


The course includes an exam voucher for the ITIL Foundation examination, which can be taken virtually online using a service provided by PeopleCert.

  • Multiple-choice
  • 40 questions
  • 60 minutes (additional time will be available if English is not your first language)
  • Pass mark is 65% or 26/40
  • Closed-book

Please ensure that your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance

What do you get?

  • 6 months’ access from the date of purchase to complete your training
  • 14+ hours of online training content
  • Free exam voucher
  • Access through multiple devices
  • Offline player for studying on the move
  • Tutor support


What is ITIL?

ITIL, or ‘Information Technology Infrastructure Library’, is a set of best practices.

ITIL provides organizations with directions for effectively managing their IT services.

Who owns ITIL?

ITIL is owned by AXELOS, a joint venture between Capita and the UK Cabinet Office.

Is the ITIL 4 Foundation course accredited?

Yes, the ITIL 4 Foundation certification course is accredited by PeopleCert, on behalf of AXELOS.

What are the prerequisites for this course?

There are no formal prerequisites for this course.

What is the duration of this course?

This course provides over 14 hours’ worth of training materials.

This includes learning modules, module-level assessments, revision modules, practice exams and additional reference materials that can help you with your exam preparation.

How long can users access this course?

Learners receive 6 months of access from the purchase date of the course.

How long is the exam voucher valid for?

The exam vouchers are valid for 12 months.

How can the exam be taken?

The course includes an exam voucher for the ITIL 4 Foundation examination, which can be taken virtually online using a service provided by PeopleCert.

Please ensure your device meets the system requirements before booking your exam. You can do so via this online test.

Please visit the PeopleCert website for more information and guidance.

What you will learn

Introduction to ITIL® 4:

  • Gain an overview of the ITIL® 4 framework, its evolution, and its key components. Understand the purpose and benefits of adopting ITIL® 4 practices for managing IT services effectively.

Service Management Concepts:

  • Learn fundamental concepts and principles of service management, including the definition of a service, value co-creation, the service value system (SVS), and the four dimensions of service management.

The Four Dimensions of Service Management:

  • Explore the four dimensions of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes. Understand how these dimensions interact to support effective service delivery.

The Service Value System (SVS):

  • Learn about the Service Value System, which provides a holistic approach to creating value for customers and stakeholders through IT services. Understand the components of the SVS, including the service value chain, guiding principles, governance, and continual improvement.

Service Value Chain:

  • Explore the service value chain, a set of interconnected activities that organizations perform to deliver value to customers through IT services. Learn about the six key activities of the service value chain: plan, improve, engage, design and transition, obtain/build, and deliver and support.

Guiding Principles:

  • Understand the guiding principles of ITIL® 4, which provide organizations with practical guidance and recommendations for adopting and adapting ITIL® practices. Learn about principles such as focus on value, start where you are, progress iteratively with feedback, and collaborate and promote visibility.

ITIL® Practices:

  • Gain insights into the ITIL® practices, which provide detailed guidance on how to implement specific activities and processes to support IT service management. Learn about practices such as incident management, problem management, change control, service desk, and service level management.

Continual Improvement:

  • Understand the importance of continual improvement in IT service management. Learn how organizations can use continual improvement practices to enhance service quality, efficiency, and effectiveness over time.

Key Concepts and Definitions:

  • Familiarize yourself with key ITIL® 4 concepts, terminology, and definitions used throughout the framework. Gain a common language and understanding of IT service management principles and practices.

Preparation for the ITIL® 4 Foundation Exam:

  • The course provides comprehensive coverage of the topics and concepts included in the ITIL® 4 Foundation syllabus, preparing participants to successfully pass the ITIL® 4 Foundation certification exam.

Overall, the ITIL® 4 Foundation course equips participants with the knowledge, skills, and foundational understanding needed to apply ITIL® 4 principles and practices in their organizations. It serves as an essential stepping stone for individuals embarking on a career in IT service management and for organizations looking to improve their IT service delivery capabilities.

Benefits of this course

Comprehensive Understanding:

  • Participants gain a comprehensive understanding of the ITIL® 4 framework, including its key concepts, principles, and practices. This foundational knowledge provides a solid basis for individuals entering the field of IT service management and helps organizations establish a common language and understanding of service management practices.

Improved Service Delivery:

  • By learning about ITIL® 4 practices and principles, participants can enhance their ability to deliver high-quality IT services that meet the needs and expectations of customers and stakeholders. This leads to improved service reliability, availability, and performance, ultimately contributing to higher customer satisfaction.

Enhanced Efficiency and Effectiveness:

  • ITIL® 4 provides organizations with a set of best practices for managing IT services effectively. By adopting ITIL® 4 practices, organizations can streamline service delivery processes, optimize resource utilization, and improve operational efficiency and effectiveness.

Alignment with Business Objectives:

  • The ITIL® 4 framework emphasizes the importance of aligning IT services with business objectives and priorities. Participants learn how to design and deliver IT services that contribute to achieving business goals, driving value creation and supporting organizational success.

Continuous Improvement Culture:

  • ITIL® 4 promotes a culture of continual improvement in IT service management practices. Participants learn how to identify opportunities for improvement, implement changes, and monitor results to ensure ongoing service enhancement and organizational success.

Professional Development:

  • Completion of the ITIL® 4 Foundation course demonstrates participants’ commitment to professional development and excellence in IT service management. It provides individuals with valuable credentials and certifications that enhance their career prospects and opportunities for advancement in the field.

Global Recognition:

  • ITIL® is a globally recognized framework for IT service management, widely adopted by organizations around the world. By obtaining ITIL® 4 Foundation certification, participants validate their knowledge and expertise in IT service management, gaining recognition and credibility within the industry.

Standardized Practices:

  • ITIL® 4 provides standardized practices and guidelines for managing IT services, ensuring consistency and quality in service delivery across organizations. This enables organizations to establish common processes, procedures, and metrics for measuring and improving service performance.

Risk Reduction:

  • By following ITIL® 4 best practices, organizations can mitigate risks associated with IT service delivery, such as service disruptions, security breaches, and compliance issues. ITIL® 4 provides guidance on risk management practices and strategies for minimizing potential threats and vulnerabilities.

Cost Savings:

  • Implementing ITIL® 4 practices can lead to cost savings for organizations by optimizing resource utilization, reducing service downtime, and minimizing the need for reactive support and troubleshooting. This results in lower operational costs and improved return on investment (ROI) for IT initiatives.

Overall, the ITIL® 4 Foundation course equips individuals and organizations with the knowledge, skills, and tools needed to enhance IT service delivery, drive business value, and achieve competitive advantage in today’s digital economy.


Benefits Obtained :