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ITIL Certification Course Overview

This ITIL 4 foundation provides you with a thorough understanding of the ITIL 4 framework, practices and principles related to  ITIL 4 service lifecycle. By the end of this ITIL certification, you will understand how ITIL 4 evolved to adopt modern technologies and operational processes as well as the necessary concepts in a service management framework. 


The certification can help those who require a basic understanding of the ITIL framework ,those who want to understand how ITIL can be used to enhance IT service management, IT professionals or others working within an organization that has adopted ITIL. However, the ITIL Foundation certification can benefit anyone who has an interest in IT service management. The ITIL certification is a requirement for people who want to understand the concept of ITIL frameworks and enhance the quality of IT Service Management. ITIL certified professionals can earn up to 40-percent more than their non-certified peers.

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ITIL 4 Foundation Course Curriculum

1. Basic Concepts of Service Management

  • Service Management

  • Stakeholders in Service Management
  • Service Consumer Roles
  • Products and Services
  • Service Offerings
  • Service Relationships
  • Value Outcomes, Costs, and Risks Service Relationships
  • Risks
  • Utility and Warranty

2. Four Dimensions of Service Management

  • Four Dimensions of Service Management

  • Dimensions of Service Management

  • Organizations and People

  • Information and Technology

  • Information and Technology Regulations

  • Selecting the Right Technology

  • Factors Influencing Technology

  • Cloud Computing

  • Partners and Suppliers

  • Organization Strategy

  • Value Streams and Processes

  • Processes

  • Factors Affecting Service Providers

3. The ITIL Service Value System

  • Service Value System (SVS)
  • Components of SVS
  •  ITIL 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

4. The Service Value Chain

  • The Service Value Chain Overview

  • Plan Activity
  • Improve Activity
  • Engage Activity
  • Design and Transition Activity
  • Obtain or Build Activity
  • Deliver and Support Activity
  • Service Value Streams

5. ITIL Management Practices

General Management Practices have been adopted and adapted for service management from general business management domains (14 domains).

  1. Strategy management
  2. Portfolio management
  3. Architecture management
  4. Service financial management
  5. Workforce and talent management
  6. Continual improvement
  7. Measurement and reporting
  8. Risk management
  9. Information security management
  10. Knowledge management
  11. Organizational change management
  12. Project management
  13. Relationship management
  14. Supplier management

Service Management Practices have been developed in service management and ITSM industries (17 domains).

  1. Business analysis
  2. Service catalogue management
  3. Service design
  4. Service level management
  5. Availability management
  6. Capacity and performance management
  7. Service continuity management
  8. Monitoring and event management
  9. Service desk
  10. Incident management
  11. Service request management
  12. Problem management
  13. Release management
  14. Change enablement
  15. Service validation and testing
  16. Service configuration management
  17. IT asset management

Technical Management Practices have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services (3 domains).

  1. Deployment management
  2. Infrastructure and platform management
  3. Software development and management

ITIL Foundation Exam 


This ITIL V4 certification training course is best suited for IT executives, IT architects, operations managers, IT audit managers, IT planners and consultants, database administrators, ITSM trainers, service delivery professionals, quality analysts, application management and development teams, and IT managers. Obtaining the ITIL V4 foundation certification is available to both seasoned IT professionals and those fresh in their IT career.


Learners need to possess an undergraduate degree or a high school diploma.

ITIL Foundation Exam Format

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes' duration Closed book.