ITIL® 4 Foundation

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!

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:

Guiding principles
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 18 ITIL 4 practices include:

Continual Improvement
Information Security Management
Relationship Management
Supplier Management
Availability Management
Capacity and Performance Management
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Configuration Management
Service Continuity Management
Service Desk
Service Level Management
Service Request Management
Deployment Management

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. You can do so via this online test. This test will examine the suitability of your webcam, microphone, and internet connection. 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

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.

ITIL 4 Certification Path

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.

Who is this course aimed at?

  • 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

This course is accredited by:

Self-Paced eLearning

Includes exam voucher


  • Fully accredited:
  • Exam voucher included:
  • Free handbook included:
  • Course duration: 14+ hours
  • Access period: 6 months
  • Tutor support:
  • Quizzes & practice exams:
  • Mobile compatible:

COURSE IS ALSO available in A virtual instructor-led format

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!

Leading IT Management Consultant, Author & Lead Editor for ITIL 4: Digital & IT Strategy

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This ITIL 4 course has a 97% 1st time pass rate and can increase your earning potential by up to 25%!