Course Overview:

The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. The ITIL v4 is the latest version and the ITIL V4 training and certification course will focus on the fast-paced and complex scenarios and provide detailed knowledge on managing the information technology in the modern service economy. ITIL 4 Foundation introduces delegates to the Service Value System (SVS) which describes how all the components and activities of the organization work together as a system to enable value creation. The ITIL SVS supports many work approaches, such as Agile, DevOps and Lean as well as traditional process and project management, with a flexible value-oriented operating model.

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

Course Outcome:

  • How ITIL principles can help an individual to understand and apply service management in their organization
  • Gain a mastery of Service Management including, generic concepts, key principles, and ITIL 4
  • Process models, all of which are required for the ITIL Foundation exam
  • How to use ITIL tools and techniques in order to improve efficiency and the customer experience
  • Know the purpose and key terms of 15 ITIL practices
  • Design enhances viewer comprehension in extracting meaning from designed elements
  • ITIL 4 Certification will help you understanding the concept , Languages , Best practices and process utilized in ITIL 4 life cycle

Who Should Enroll?

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. This ITIL foundation certification is best suited for:

  • IT Executives
  • IT Architects
  • Business Operation Managers
  • IT Audit Managers
  • IT Planners and Consultants
  • Database Administrators
  • ITSM Trainers
  • Service delivery professionals
  • Quality Analysts
  • Application Management and Development teams
  • IT Managers and support Manager
  • IT Architects
  • System Administrators and Analysts
  • Operations Manager, Database Administrators
  • Process Owners, Practitioners
  • Service Delivery Professional, Quality Analyst
  • CIOs, CTOs, IT Directors

Course Contents:

Introduction to Service Management and ITIL

  • IT Service Management in the Modern World
  • About ITIL 4
  • The Structure and Benefits of the ITIL 4 Framework

Key Concepts of Service Management

  • Value and Value Co-Creation
  • Organizations, Service Providers, Service Consumers, and Other Stakeholders
  • Products and Services
  • Service Relationships
  • Value: Outcomes, Costs, and Risks

The Four Dimensions of Service Management

  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors

The ITIL Service Value System

  • Service Value System Overview
  • Opportunity, Demand, and Value
  • The ITIL Guiding Principles
  • Governance
  • Service Value Chain
  • Continual Improvement
  • Practices

ITIL Management Practices

  • 14-General Management Practices (Architecture management ,Continual improvement, Information security management , Knowledge management ,Measurement and reporting ,Organizational change management, Portfolio management, Project management, Relationship management, Risk management, Service financial management, Strategy management, Supplier management and Workforce and talent management)
  • 17-Service Management Practices (Availability Management, Business Analysis, Capacity and Performance Management , Change Control , Incident Management , IT Asset Management , Monitoring and Event Management , Problem Management,* Release Management ,Service Catalogue Management , Service Configuration Management , Service Continuity Management ,Service Design , Service Desk , Service Level Management , Service Request Management and Service Validation and Testing )
  • Technical Management Practices Directing a Project Process ( Deployment Management ,Infrastructure & Platform Management and Software Development and Management)

About Certification and Awarding Body

Specific Certification Title: ITIL V4 Foundation Certificate

About Awarding Body: AXELOS

AXELOS is a joint venture company, created in 2013 by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc, to manage, develop and grow the Global Best Practice portfolio. AXELOS boasts an already enviable track record and an unmatched portfolio of globally-recognized best practice qualifications. AXELOS is responsible for developing, enhancing and promoting a number of best practice frameworks and methodologies used globally by professionals working primarily in IT service management, project, programme and portfolio management and cyber resilience. These methods, including ITIL®, PRINCE2®, MSP® and our collection of cyber resilience best practice products, RESILIA®, are adopted by private, public and voluntary sectors in more than 150 countries to improve employees’ skills, knowledge and competence in order to make both individuals and organizations work more effectively.


No prerequisite or eligibility criteria are present for taking ITIL Foundation exam.

Examination Pattern:

  • This is a ‘closed book’ exam
  • Exam duration: 60 minutes
  • There are 40 questions, each worth 1 mark
  • You will need to get 26 questions correct (65%) to pass the exam.
  • The questions are all multiple choice