What Will You Learn?

ITIL® is used by millions of professionals globally. Businesses are built on the ITIL® framework. Our ITIL® 4 Foundation online training course is the starting point, if you are looking to become ITIL® certified and hold the new ITIL® 4 qualifications. You will cover the following in the ITIL® Foundation Certification:

  • The Seven Guiding Principles Of ITIL®

  • ITIL®'s New Service Value Chain

  • The Four Dimensions Of Service Management

  • The 34 ITIL® Practices

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Course Curriculum

  • 1

    Introduction

    • ITIL® 4 Foundation

    • ITIL® 4 Foundation Exam Format

    • ITIL® Qualification Scheme

  • 2

    Key Concepts

    • Understanding Key Concepts Of Service Management

    • Section 1 - Understanding Key Concepts Of Service Management

    • Definitions - Service

    • Definitions - Utility

    • Definitions - Warranty

    • Definitions - Customer/User/Sponsor

    • Definitions - Service Management

    • Section 1 - Understanding Key Concepts Of Service Management

    • Key Concepts Of Creating Value

    • Value Co-Creation

    • Organizations And Stakeholders

    • Types Of Organizations

    • Value: Outcomes, Costs And Risks

    • Outcomes And Outputs (1/2)

    • Outcome And Outputs (2/2)

    • Costs

    • Risks (1/2)

    • Risks (2/2)

    • Value And Utility & Warranty

    • Section 1 - Understanding Key Concepts Of Service Management

    • Service Offerings

    • Service Offerings May Include:

    • Service Relationships

    • Service Provision

    • Service Consumption

    • The Service Relationship Model (1/2)

    • The Service Relationship Model (2/2)

    • Key Concepts

    • Practice Question 1, 2 & 3

  • 3

    Guiding Principles

    • Guiding Principles

    • Section 2 - Guiding Principles

    • Guiding Principles

    • Section 2 - Guiding Principles

    • Focus On Value (1/3)

    • Focus On Value (2/3)

    • Focus On Value (3/3)

    • Start Where You Are (1/2)

    • Start Where You Are (2/2)

    • Progress Iteratively With Feedback (1/4)

    • Progress Iteratively With Feedback (2/4)

    • Progress Iteratively With Feedback (3/4)

    • Progress Iteratively With Feedback (4/4)

    • Collaborate And Promote Visibility (1/3)

    • Collaborate And Promote Visibility (2/3)

    • Collaborate And Promote Visibility (3/3)

    • Think And Work Holistically (1/2)

    • Think And Work Holistically (2/2)

    • Keep It Simple And Practical (1/3)

    • Keep It Simple And Practical (2/3)

    • Keep It Simple And Practical (3/3)

    • Optimize And Automate (1/3)

    • Optimize And Automate (2/3)

    • Optimize And Automate (3/3)

    • Practice Question 4, 5 & 6

  • 4

    Four Dimensions

    • 4 Dimensions Of Service Management

    • Section 3 - 4 Dimensions Of Service Management

    • The 4 Dimensions Of Service Management

    • Organizations And People (1/2)

    • Organizations And People (2/2)

    • Information And Technology (1/3)

    • Information And Technology (2/3)

    • Information And Technology (3/3)

    • Partners And Suppliers (1/2)

    • Partners And Suppliers (2/2)

    • Value Streams And Processes (1/3)

    • Value Streams And Processes (2/3)

    • Value Streams And Processes (3/3)

    • Practice Question 7

  • 5

    The Service Value System

    • Service Value System

    • Section 4 - The Service Value System

    • Describe The ITIL® Service Value System (1/4)

    • Describe The ITIL® Service Value System (2/4)

    • Describe The ITIL® Service Value System (3/4)

    • Describe The ITIL® Service Value System (4/4)

    • Practice Question 8

  • 6

    The Service Value Chain

    • The Service Value Chain

    • Section 5 - The Service Value Chain

    • The Interconnected Service Value Chain (1/5)

    • The Interconnected Service Value Chain (2/5)

    • The Interconnected Service Value Chain (3/5)

    • The Interconnected Service Value Chain (4/5)

    • The Interconnected Service Value Chain (5/5)

    • Section 5 - The Service Value Chain

    • Plan

    • Improve

    • Engage

    • Design And Transition

    • Obtain/Build

    • Deliver And Support

    • Practice Question 9, 10 & 11

  • 7

    ITIL® Practices & Definitions

    • ITIL® Practices And Definitions

    • Section 6 - 8 ITIL® Practices And Definitions

    • ITIL® Practices

    • All ITIL® Practices

    • Information Security Management

    • Relationship Management

    • Supplier Management

    • IT Asset Management

    • Monitoring And Event Management

    • Release Management

    • Service Configuration Management

    • Deployment Management

    • Practice Questions 12 - 15

  • 8

    Practices In Detail

    • Practices In Detail

    • Section 7 - 7 Practices In Detail

    • Continual Improvement (1/6)

    • Continual Improvement (2/6)

    • Continual Improvement (3/6)

    • Continual Improvement (4/6)

    • Continual Improvement (5/6)

    • Continual Improvement (6/6)

    • Change Enablement (1/3)

    • Change Enablement (2/3)

    • Change Enablement (3/3)

    • Incident Management (1/4)

    • Incident Management (2/4)

    • Incident Management (3/4)

    • Incident Management (4/4)

    • Problem Management (1/6)

    • Problem Management (2/6)

    • Problem Management (3/6)

    • Problem Management (4/6)

    • Problem Management (5/6)

    • Problem Management (6/6)

    • Service Request Management (1/5)

    • Service Request Management (2/5)

    • Service Request Management (3/5)

    • Service Request Management (4/5)

    • Service Request Management (5/5)

    • Service Desk (1/5)

    • Service Desk (2/5)

    • Service Desk (3/5)

    • Service Desk (4/5)

    • Service Desk (5/5)

    • Service Level Management (1/4)

    • Service Level Management (2/4)

    • Service Level Management (3/4)

    • Service Level Management (4/4)

    • Practice Questions 16 - 23

  • 9

    Quiz Questions

    • ITIL® 4 Foundation Quiz Questions

  • 10

    Conclusion

    • Conclusion

  • 11

    What Did You Learn?

    • ITIL® 4 Foundation Mock Exam Instructions

    • ITIL® 4 Foundation Mock Exam

    • ITIL® 4 Foundation Mock Exam Downloads

    • ITIL® 4 Foundation Exam Outline

    • How To Order Your Examination

  • 12

    How Did We Do? Tell Us...

    • ITIL® 4 Foundation - Survey

Frequently Asked Questions

Have you got burning questions? You might be able to find the answers for them here:

  • What Are The Prerequisites?

    There are no formal prerequisites for our ITIL® 4 Foundation online training course.

  • What Is The Examination Format?

    The ITIL® 4 Foundation examination consists of 40 multiple-choice questions, and has a duration of 60 minutes. In order to pass the examination, you must score 65% or 26/40. The examination is an online proctored exam conducted by PeopleCert.

  • Who Should Attend?

    Our ITIL® 4 Foundation online training course is suitable for: Professionals working in IT with an interest in IT Service Management (ITSM), Professionals who wish to apply ITIL® 'Best Practice' principles across an enterprise, or Professionals who have not previously attended an ITIL® Foundation training course.

  • Do I Need Identification For The Examination?

    You will be required to have some form of photo ID (passport, government ID or equivalent) for the examination. If the examination includes a document to be printed, then please ensure that you have a printer in the room where you will be sitting the exam. Some examination institutes will ask you to have a small mirror or reflective surface and the proctor will request that you hold this up to show there is nothing attached to the webcam or even the laptop itself. Also, Adobe Flash Player and Shockwave must also be installed on your desktop or laptop prior to the examination.

  • What Are The Technical Requirements?

    You will need access to a laptop with headphones, or speakers.