ITIL 4 is the latest step in the evolution of IT best practice and is the most widely used guidance in the world on IT service management (ITSM). It ensures continuity with existing ways of working by integrating modern and emerging practices with established and proven know-how.
ITIL Foundation is the beginning of the ITIL 4 journey. Students who successfully pass the ITIL® 4 Foundation examination will also be prepared to move on to the ITIL® Managing Professional, Strategic Leader or Practice Manager suites.
This ITIL® 4 Foundation course provides an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working. It also explains the concepts of the service management framework and fully supports candidates preparing for the ITIL 4 Foundation exam.
In this course, you will learn about:
Service management concepts
Service value system
Four dimensions of service management
Guiding principles
Service value chain
ITIL practices
Continual improvement
Service level agreements
Key metrics and performance indicators
This course is ideal for anyone looking to begin a career in ITSM or build on their knowledge using one of the world’s most highly recognized ITSM standards.
Syllabus
Module 0 – Welcome to ITIL 4 Foundation
Module 0 introduces you to the main course features:
Introduction to the certification program
Course guide: Exam information, FAQs, and lesson plan
Module 1 – Key concepts of service management
This module introduces you to the key terms and concepts of service management and service relationships.
Module 2 – The four dimensions of service management
In this module, you’ll learn about the four dimensions of service management:
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Module 3 – The ITIL service value system
In this module, we’ll introduce the ITIL Service Value System (SVS), which describes how all the components and activities of the organization work together as a system to enable value creation.
Module 4 – The ITIL guiding principles
This module describes the nature, use and interaction of the 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
Module 5 – Service value chain
This module introduces the service value chain, which is core to the service value system (SVS). We’ll discover the interconnected nature of the service value chain and how this supports value streams. We’ll also find out the purpose of each value chain activity:
Plan
Improve
Engage
Design and transition
Obtain/build
Deliver & support
Module 6 – Continual improvement and other selected ITIL practices
In this module, we’ll start to focus on key ITIL practices, which are sets of organizational resources designed for performing work or accomplishing an objective. The main focus is on the continual improvement practice and the continual improvement model, which we’ll explore in depth. We’ll also discover the purpose and key terms of the following practices:
Information security management
Relationship management
Supplier management
IT asset management
Monitoring and event management
Release management
Service configuration management
Deployment management
Module 7 – Selected service management practices in depth
In this module, you’ll explore six more ITIL practices in detail:
Change enablement
Incident management
Problem management
Service request management
Service desk
Service level management
Module 8 – The practice exams
Module 8 contains two practice tests provided by PeopleCert.
Module 9 – ITIL 4 Foundation wrap-up
Module 9 provides information on booking the exam and other courses of interest.
Exams
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
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
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 the latest step in the evolution of IT best practice and is the most widely used guidance in the world on IT service management (ITSM). It ensures continuity with existing ways of working by integrating modern and emerging practices with established and proven know-how.
ITIL Foundation is the beginning of the ITIL 4 journey. Students who successfully pass the ITIL® 4 Foundation examination will also be prepared to move on to the ITIL® Managing Professional, Strategic Leader or Practice Manager suites.
This ITIL® 4 Foundation course provides an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working. It also explains the concepts of the service management framework and fully supports candidates preparing for the ITIL 4 Foundation exam.
In this course, you will learn about:
Service management concepts
Service value system
Four dimensions of service management
Guiding principles
Service value chain
ITIL practices
Continual improvement
Service level agreements
Key metrics and performance indicators
This course is ideal for anyone looking to begin a career in ITSM or build on their knowledge using one of the world’s most highly recognized ITSM standards.
Module 0 introduces you to the main course features:
Introduction to the certification program
Course guide: Exam information, FAQs, and lesson plan
Module 1 – Key concepts of service management
This module introduces you to the key terms and concepts of service management and service relationships.
Module 2 – The four dimensions of service management
In this module, you’ll learn about the four dimensions of service management:
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Module 3 – The ITIL service value system
In this module, we’ll introduce the ITIL Service Value System (SVS), which describes how all the components and activities of the organization work together as a system to enable value creation.
Module 4 – The ITIL guiding principles
This module describes the nature, use and interaction of the 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
Module 5 – Service value chain
This module introduces the service value chain, which is core to the service value system (SVS). We’ll discover the interconnected nature of the service value chain and how this supports value streams. We’ll also find out the purpose of each value chain activity:
Plan
Improve
Engage
Design and transition
Obtain/build
Deliver & support
Module 6 – Continual improvement and other selected ITIL practices
In this module, we’ll start to focus on key ITIL practices, which are sets of organizational resources designed for performing work or accomplishing an objective. The main focus is on the continual improvement practice and the continual improvement model, which we’ll explore in depth. We’ll also discover the purpose and key terms of the following practices:
Information security management
Relationship management
Supplier management
IT asset management
Monitoring and event management
Release management
Service configuration management
Deployment management
Module 7 – Selected service management practices in depth
In this module, you’ll explore six more ITIL practices in detail:
Change enablement
Incident management
Problem management
Service request management
Service desk
Service level management
Module 8 – The practice exams
Module 8 contains two practice tests provided by PeopleCert.
Module 9 – ITIL 4 Foundation wrap-up
Module 9 provides information on booking the exam and other courses of interest.
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
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
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
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