ITIL 4 Foundation

ITIL 4 Foundation is the latest update of the world’s most popular framework for IT Service Management, offering a renewed focus on value-driven practices and the optimization of IT Services. ITIL 4 Foundation enables candidates to look at IT Service Management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. The primary objective of this course is to improve efficiency, achieve predictable service levels, and enhance the performance of the organization.


In this course you will learn the Foundational knowledge and skills for adopting and adapting best practices for ITSM in your organization. Once you have completed this course, you’ll be able to:

  • Increase your salary prospects.
  • Learn the global language used within ITSM to effectively communicate with colleagues and other ITSM professionals.
  • Understand how services are delivering value in your organization.
  • Understand the four dimensions of service management.
  • Understand the purpose of components of the ITIL service value system
  • Understand the activities of the service value chain and how they interconnect

To ensure your success in this course, end-user level computer and networking skills are required. You can obtain this level of skills and knowledge by taking the following Logical Operations courses:

  • Using Microsoft Windows 10 or any similar introductory course

Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations IT Systems and Support curriculum library to supplement your professional experience in this area.

This course is designed for anyone who would like a foundational understanding of IT Service Management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. Moreover, this course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for ITIL 4 Foundation exam.

• Topic A: Structured Benefits
• Topic B: The Service Value System
• Topic C: Four Dimensions of Service Management

• Topic A: What is Service Management?
• Topic B: Service Relationships
• Topic C: Creating Value

• Topic A: A Holistic Approach to Value Delivery
• Topic B: Organizations and People
• Topic C: Informational Technology
• Topic D: Partners and Suppliers
• Topic E: Value Streams and Processes
• Topic F: External Factors

• Topic A: Guiding Principles
• Topic B: Governance
• Topic C: Service Value Chain
• Topic D: Practices
• Topic E: Continual Improvement

• Topic A: Focus on Value
• Topic B: Start Where You Are
• Topic C: Progress Iteratively with Feedback
• Topic D: Collaborate and Promote Visibility
• Topic E: Think and Work Holistically
• Topic F: Keep It Simple and Practical
• Topic G: Optimize and Automate
• Topic H: Principle Interaction

• Topic A: Governing Bodies
• Topic B: Governance Activities
• Topic C: The Role of Governance in the SVS

• Topic A: Plan
• Topic B: Improve
• Topic C: Engage
• Topic D: Design and Transition
• Topic E: Obtain and Build
• Topic F: Deliver and Support

• Topic A: The Model, the Value Chain, and Practice
• Topic B: Continual Improvement Model
• Topic C: Continual Improvement and the Guiding Principles
• Topic D: Theory of Constraints

• Topic A: Introduction to ITIL Practices
• Topic B: Continual Improvement
• Topic C: Service Level Management
• Topic D: Change Control
• Topic E: Incident Management
• Topic F: Service Request Management
• Topic G: Service Desk
• Topic H: Problem Management
• Topic A: General Management Practices
• Topic B: Service Management Practices
• Topic C: Technical Management Practices
Length of exam 60 minutes
Number of questions 40 questions
Question format Multiple-choice
Passing grade 26 out of 40 / 65%
Exam availability Chinese, Dutch, English, French, German, Italian, Japanese, Polish, Spanish, Portuguese (Brazil)
Testing center Peoplecert Accredited Training Organization (ATO)