ITIL® 4 Foundation is the globally recognized entry point into modern IT service management. It introduces the key concepts, language, and practices of ITIL so teams can communicate better across functions, improve workflows, and co-create value for customers. Official learning paths include interactive e-learning, learner workbooks, and mock exams aligned to the certification, helping candidates build confidence for the assessment. The certification is suitable for anyone working in today’s digital organizations—not just IT—providing practical guidance that strengthens service quality and career prospects. Start here to establish a solid, flexible foundation before advancing to ITIL 4 practice and specialist modules.

Industry-recognised certification

Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.

Employers' first choice

Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.

New career opportunities

Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.

Who Should Attend

This course is ideal for:

Exam

• 40 questions

• Multiple choice

• 60 minutes

• Closed book

Minimum required score to pass: 65%

What skills will you acquire?

Service Operation

Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.

Digital Transformation

Learn the processes involved in transforming IT systems to support a digital model. Learn how to collaborate with stakeholders, manage and lead plans.

Problem Management

Learn how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

• What will you learn?

• Service management concepts

• Learn the fundamental concepts of service management. What defines a service? What are its components? What is its value to stakeholders?

• Service value system

• Discover the framework that will help you create, deliver, and manage services, including the Service Value Chain, guiding principles, and governance.

• Four dimensions of service management

• Explore the four dimensions of effective service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.

• Guiding principles

• Develop a mindset for adopting ITIL practices and adapting them to your specific needs with the seven guiding principles of ITIL 4.

• Service Value Chain

• Understand how the Service Value Chain helps organisations create value by optimising their activities and resources.

• ITIL practices

• Employ ITIL 4 practices to enable working methods aligned to your business strategy, improving the process of service development and supporting users.

• Continuous improvement

• Focus on the central ITIL 4 concept of continuous improvement, and the ways in which organisations can iterate and adapt their processes and services.

• Service Level Agreements

• Study the role of SLAs in defining and managing service quality, and the role of service level management in this context.

• Key metrics and performance indicators

• Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services.