ITIL 4 is a leading IT service management framework. Formerly known as the ‘Information Technology Infrastructure Library’, it has a proven track record for helping IT teams optimize the value and strategic alignment of IT services, helping businesses to thrive in the highly competitive Digital Age.
This ITIL course offers an introduction to the essential elements of the framework. These include the Service Value System (SVS), Service Value Chain (SVC), Guiding Principles, 7 ITIL Practices, and more.
By the end of this course, you will have a clear understanding of how ITSM helps organizations create value by optimizing the efficiency, speed, and evolution of services. You will also be ready to utilize proven practices and tools, pass the Foundation exam, and begin supporting permanent improvements in your organization.
Ready to pass the ITIL 4 Foundation exam? Kickstart your training with Good e-Learning today!
Syllabus
An Introduction to the ITIL 4 Framework
Learning Objectives
This module provides an introduction to ITIL 4. It also explains the evolution of the framework and gives candidates an overview of ITIL 4 as a whole.
The areas covered include:
Introduction to ITIL 4 ITIL 4 Evolution ITIL 4 Best Practices ITIL 4 Certification Scheme ITIL v3 and ITIL 4 Purpose of the ITIL Foundation Qualification Who Benefits from the Course Case Study
Module 1: The Key Concepts of Service Management
Learning Objectives
This module addresses key service management definitions, as well as concepts of service relationships. It then explores how IT services create value. The concepts include:
The nature of value and value co-creation Organizations, service providers, service consumers, and other stakeholders Products and services Service relationships Value: outcomes, costs, and risks
You will then learn how they can be used to address real-world IT service management challenges.
Chapter 1: Key Definitions Chapter 2: Creating Value with Services Chapter 3: Key Concepts of Service Relationships Quiz & Assignment
Module 2: The Guiding Principles
Learning Objectives
This module addresses the ITIL Guiding Principles, some of the most important elements of the framework. All seven principles are explained in detail, including what makes them core concepts for ITSM best practices. The ITIL 4 Guiding Principles include:
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
This module will introduce you to the framework’s guiding principles, as well as their purpose, flexibility, and relationship with other standards and frameworks.
Module 3: The Four Dimensions of Service Management
Learning Objectives
This module addresses the four dimensions of service management. Candidates learn what is covered in each dimension and how they combine to create a holistic approach to ITSM.
They include:
Organizations and people Information and technology Partners and suppliers Value streams and processes
By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.
This module will provide you with a clear understanding of the four dimensions of service management outlined in the syllabus and how they enable a holistic approach to ITSM.
Module 4: Service Value System (SVS)
Learning Objectives
This module focuses on how to combine the components and activities of the ITIL framework to drive value generation. Candidates also learn more about:
Inputs Outcomes Guiding principles Governance The service value chain
Module 5: The Service Value Chain (SVC)
Learning Objectives
This module focuses on the ITIL Service Value Chain (SVC), including its definition and purpose as a central component of the Service Value System (SVS). Candidates will also learn about the six activities in the SVC.
Module 6: Practice: Purpose and Key Terms
Learning Objectives
This module covers the practices of ITIL 4, including their individual definitions and purposes, as well as how each of them is performed. The module also provides definitions for more key ITIL terms.
The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.
Module 7: Understanding the 7 ITIL Practices
Learning Objectives
This module goes into greater detail on the seven ITIL practices. The syllabus breaks down each step and key activity before addressing how to implement them in practice. They include:
Chapter 1: Continual Improvement Chapter 2: Change Control Chapter 3: Incident Management Chapter 4: Problem Management Chapter 5: Service Request Management Chapter 6: The Service Desk Chapter 7: Service Level Management Quiz & Assignment
This module will provide you with a clear understanding of the 7 practices, their importance, and their relationship with the Service Value Chain.
2x Practice Exam Simulators
Learning Objectives
These ITIL 4 practice exams are designed to simulate the conditions students will face when taking the official ITIL Foundation examination. It will be well worth testing your knowledge of the framework before booking your exam, as it will give you a chance to highlight and revise any modules which you have been struggling with.
When you feel you are ready to sit the Foundation exam, simply contact Good e-Learning to request your FREE exam voucher.
Exams
To earn your Foundation qualification, you must pass the ITIL® 4 Foundation exam. You can take the ITIL exams online (virtually) using a service provided by PeopleCert.
When you have completed this course, you will be ready to start getting ready for the Foundation exam. To support you with your preparations, this ITIL 4 eLearning course also contains two practice exams that simulate the conditions of the real thing.
This course comes with a FREE exam voucher to let you avoid exam costs.
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. Please visit the PeopleCert website for more information and guidance.
When you are ready to use your free exam voucher, simply contact [email protected]. Exam voucher requests are typically processed within two working days, but please allow up to five. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.
ITIL 4 Foundation exam:
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
There is a time limit of 60 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must answer at least 26/ 40 questions correctly
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications
You will be tested on:
The key concepts of service management
How the ITIL service management principles can help an organization implement and adapt IT service management practices
The four dimensions of service management
The purpose and components of the service value system
The activities of the service value chain and how they interconnect
The purpose and key terms of 18 ITIL practices
The 7 essential ITIL 4 practices
FAQ
What is ITSM?
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
ITIL 4 is a leading IT service management framework. Formerly known as the ‘Information Technology Infrastructure Library’, it has a proven track record for helping IT teams optimize the value and strategic alignment of IT services, helping businesses to thrive in the highly competitive Digital Age.
This ITIL course offers an introduction to the essential elements of the framework. These include the Service Value System (SVS), Service Value Chain (SVC), Guiding Principles, 7 ITIL Practices, and more.
By the end of this course, you will have a clear understanding of how ITSM helps organizations create value by optimizing the efficiency, speed, and evolution of services. You will also be ready to utilize proven practices and tools, pass the Foundation exam, and begin supporting permanent improvements in your organization.
Ready to pass the ITIL 4 Foundation exam? Kickstart your training with Good e-Learning today!
This module provides an introduction to ITIL 4. It also explains the evolution of the framework and gives candidates an overview of ITIL 4 as a whole.
The areas covered include:
Introduction to ITIL 4 ITIL 4 Evolution ITIL 4 Best Practices ITIL 4 Certification Scheme ITIL v3 and ITIL 4 Purpose of the ITIL Foundation Qualification Who Benefits from the Course Case Study
Module 1: The Key Concepts of Service Management
Learning Objectives
This module addresses key service management definitions, as well as concepts of service relationships. It then explores how IT services create value. The concepts include:
The nature of value and value co-creation Organizations, service providers, service consumers, and other stakeholders Products and services Service relationships Value: outcomes, costs, and risks
You will then learn how they can be used to address real-world IT service management challenges.
Chapter 1: Key Definitions Chapter 2: Creating Value with Services Chapter 3: Key Concepts of Service Relationships Quiz & Assignment
Module 2: The Guiding Principles
Learning Objectives
This module addresses the ITIL Guiding Principles, some of the most important elements of the framework. All seven principles are explained in detail, including what makes them core concepts for ITSM best practices. The ITIL 4 Guiding Principles include:
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
This module will introduce you to the framework’s guiding principles, as well as their purpose, flexibility, and relationship with other standards and frameworks.
Module 3: The Four Dimensions of Service Management
Learning Objectives
This module addresses the four dimensions of service management. Candidates learn what is covered in each dimension and how they combine to create a holistic approach to ITSM.
They include:
Organizations and people Information and technology Partners and suppliers Value streams and processes
By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.
This module will provide you with a clear understanding of the four dimensions of service management outlined in the syllabus and how they enable a holistic approach to ITSM.
Module 4: Service Value System (SVS)
Learning Objectives
This module focuses on how to combine the components and activities of the ITIL framework to drive value generation. Candidates also learn more about:
Inputs Outcomes Guiding principles Governance The service value chain
Module 5: The Service Value Chain (SVC)
Learning Objectives
This module focuses on the ITIL Service Value Chain (SVC), including its definition and purpose as a central component of the Service Value System (SVS). Candidates will also learn about the six activities in the SVC.
Module 6: Practice: Purpose and Key Terms
Learning Objectives
This module covers the practices of ITIL 4, including their individual definitions and purposes, as well as how each of them is performed. The module also provides definitions for more key ITIL terms.
The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.
Module 7: Understanding the 7 ITIL Practices
Learning Objectives
This module goes into greater detail on the seven ITIL practices. The syllabus breaks down each step and key activity before addressing how to implement them in practice. They include:
Chapter 1: Continual Improvement Chapter 2: Change Control Chapter 3: Incident Management Chapter 4: Problem Management Chapter 5: Service Request Management Chapter 6: The Service Desk Chapter 7: Service Level Management Quiz & Assignment
This module will provide you with a clear understanding of the 7 practices, their importance, and their relationship with the Service Value Chain.
2x Practice Exam Simulators
Learning Objectives
These ITIL 4 practice exams are designed to simulate the conditions students will face when taking the official ITIL Foundation examination. It will be well worth testing your knowledge of the framework before booking your exam, as it will give you a chance to highlight and revise any modules which you have been struggling with.
When you feel you are ready to sit the Foundation exam, simply contact Good e-Learning to request your FREE exam voucher.
To earn your Foundation qualification, you must pass the ITIL® 4 Foundation exam. You can take the ITIL exams online (virtually) using a service provided by PeopleCert.
When you have completed this course, you will be ready to start getting ready for the Foundation exam. To support you with your preparations, this ITIL 4 eLearning course also contains two practice exams that simulate the conditions of the real thing.
This course comes with a FREE exam voucher to let you avoid exam costs.
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. Please visit the PeopleCert website for more information and guidance.
When you are ready to use your free exam voucher, simply contact [email protected]. Exam voucher requests are typically processed within two working days, but please allow up to five. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.
ITIL 4 Foundation exam:
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
There is a time limit of 60 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must answer at least 26/ 40 questions correctly
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications
You will be tested on:
The key concepts of service management
How the ITIL service management principles can help an organization implement and adapt IT service management practices
The four dimensions of service management
The purpose and components of the service value system
The activities of the service value chain and how they interconnect
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
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 course includes a free eBook, provided by PeopleCert
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 (T&Cs apply)
This ITIL 4 Foundation course is accredited by PeopleCert
Good e-Learning achieves what many thought was not possible – an online course that is straight forward and gets some very complex material across in a fun and engaging manner. The materials are illustrated with easy-to-follow graphics, voice-overs and videos that make the subject matter memorable – especially important for preparing for the exam!
David Cannon
Leading IT Management Consultant, Author & Lead Editor for ITIL 4: Digital & IT Strategy
