ITIL® 4 Foundation Certification in Sarajevo

Home

Courses

ITIL® Certification Training

ITIL® 4 Foundation Certification Course

Sarajevo

Through the ITIL® 4 Foundation Certification Course in Sarajevo, learners discover how modern service management works within the Service Value System and core ITIL practices. The course explains guiding principles, value chains, and digital delivery essentials. Build a solid foundation for IT service support with this course.

Learn best practices in IT service management effectively
Gain valuable insights into ITIL frameworks and methodologies
Boosts your career progression opportunities with ITIL 4 Foundation Certification

Dates & Prices

SALE LIVE

SAVE 59% BLACK FRIDAY

ITIL® 4 Foundation Certification Course Black Friday Offers

ITIL® 4 Foundation Certification Course is part of our Black Friday sale. Lock in 59% off now, choose online, classroom or onsite training, and schedule your course any time through 2027. Group bookings save up to 60%.

FROM €1,095 ~~€2,695~~ SAVE €1,600

Offer ends 27 November 2026

ITIL® 4 Foundation Certification Course Overview and Exam Details

Course syllabus

Exams

Who it’s for

What’s included

FAQs

ITIL® 4 Foundation Certification Course Outline

Note: Register in newly launched The Knowledge Academy's ITIL® 5 Foundation Certification Course by PeopleCert. Choose the updated learning path for your career growth.

Module 1: Introduction

What is ITIL®?
ITIL® 4 Certification Journey
Course Objectives
About the Course

Module 2: Key Concepts of Service Management

Concept of Value
- What Do We Mean by Value?
- Definition of Value
- What is an Organisation?
- How is Value Created Between Organisations?
- Service Relationships
- Providers and Consumers Co-Create Value
Stakeholder and Service Consumer Roles
- Stakeholders
- Service Provider Organisations
- Service Consumer Organisations
- Other Stakeholders
- How is Value Created?
- Service Consumer Roles
- Activity
Service Offerings
- What is a Product?
- What is a Service?
- What is a Service Offering?
Creating Value with Services
- Value Co-Creation
- Service Provider
- What are Service Consumers?
- What are Products and Services?
- Definitions
- What are Service Relationships?
- What is the Meaning of Service Provision?
- What is Service Consumption?
- Service Relationship Management
- How Organisations Co-Create Value?
- Service Relationship Model
- Value, Outcomes, Costs, and Risk
- Definitions
- What Can Be Described as Utility and Warranty?
- Review and Reflect
- Quiz

Module 3: Key Concepts of ITIL® 4

Four Dimensions of Service Management
- Holistic Approach to Service Management
- Four Dimensions of Service Management
- Organisations and People
- What do the Dimensions Includes?
- What is Culture, and Why is it Needed?
- What a Supportive Culture Requires?
- What to Pay Attention to?
- Organisational Complexities
- Information and Technology
- Things to Consider
- Partners and Suppliers
- Organisations and their Partners and Suppliers
- Forms of Cooperation
- What Goes into Supplier Strategy?
- What is a Value Stream?
- Value Streams and Processes
- Questions to create, deliver and improve
Activity
ITIL® Service Value System
- ITIL® SVS
- ITIL® SVS Inputs
- Governance
- Challenges of Silos
- Need for Continual Improvement
- Applying the SVS
Service Value Chain
- Introduction to the ITIL® Service Value Chain
- Opportunity Vs Demand
- Converting Inputs into Outputs
- Service Value Chain, its Practices, and Value Streams
- Activities
- Review and Reflect Quiz

Module 4: Guiding Principles

Introduction to the Guiding Principles
- What is a Guiding Principle?
- Focus on Value
- How is Value is Perceived?
- CX and UX
- How Would You Apply this Principle?
- Start Where You Are
- Assess Where You Are
- Role of Measurement
- Applying the Principle
- Progress Iteratively with Feedback
- Role of Feedback
- Use of Feedback Loops
- Iteration and Feedback Together
- Collaborate and Promote Visibility
- Communication and Visibility
- Key Collaboration Pairs
- Promote Visibility
- Think and Work Holistically
- Keep it Simple and Practical
- Judging What to Keep
- Conflicting Objectives
- Applying the Principle
- Optimise and Automate
- Road to Optimisation
- Using Automation
- Applying the Principle
- Activity: Case Studies
Using the Guiding Principles
- Guiding Principles in Context
- Guiding Principles Your Examples
- Principle Interaction
- Applying the Guiding Principles
- Guiding Principles: Task
- Principle Interaction
- Review and Reflect Quiz
- Extension Activity 2

Module 5: ITIL® 4 Management Practices

Purpose of the ITIL® Practices
- Management Practices
- 34 ITIL® Management Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
Overview of Eight ITIL® Practices
- Eight Practices
- Information Security Management
- Contribution of Information Security Management to SVC
- Relationship Management
- Supplier Management
- Evaluating and Selecting Suppliers
- Contribution of Supplier Management to SVC
- IT Asset Management
- Contribution of IT Asset Management to SVC
- Service Configuration Management
- Contribution of Service Configuration Management to SVC
- Monitoring and Event Management
- Contribution of Monitoring and Event Management to SVC
- Deployment Management
- Approaches for Deployment
- Contribution of Deployment Management to SVC
- Release Management
- Contribution of Release Management to SVC
Key Management Practices – Part 1
- What is an Incident?
- Incident Management Guidance
- Incident Management Tools
- Incident Updates
- Types of Incidents
- Collaboration
- Swarming
- Third-Party Products and Services
- Incident Management Contribution to SVC
- Service Request Management
- What is a Service Request?
- Steps for Request Fulfilment
- Request Processes and Procedures
- Service Request Management Contribution to the SVC
- Methods of Fulfilling Requests
- Service Desk
- Automation
- Task: Service Desk ‘Pitch’
- Service Desk Provisions
- Service Desk Support
- Service Desk Skills
- Service Desk Contribution to the SVC
Key Management Practices – Part 2
- Problem Management
- Phases of Problem Management
- Identifying a Problem
- Problem Control
- Workaround
- Error Control
- Links to Other Practices
- Interfaces
- Problem Management Contribution to the SVC
- Continual Improvement
- Applying Continual Improvement
- Continual Improvement Model
- What is the Vision?
- Where are We Now?
- Where do We Want to Be?
- CSFs and KPIs
- How do We get There?
- Take Action
- Did we Get There?
- How do We Keep the Momentum?
- Methods to Continually Improve
- Continual Improvement Activity
- Tracking
- CI Responsibility
- Continual Improvement Contribution to the SVC
Key Management Practices – Part 3
- Service Level Management
- Activity
- Service Level Agreements
- Key requirements for SLAs
- Watermelon SLA Effect
- Customer Engagement
- Customer Feedback
- Metrics
- Service Level Management Contribution to the SVC
- Change Enablement
- Define Change
- Scope of Change Enablement
- Change Authority
- Types of Change
- Scheduling
- Change Enablement Contribution to the SVC
Review and Reflect
- Quiz
- Activities
- Course Review
- What’s Next?

ITIL® 4 Foundation Exam Information

The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices.

Question Type: Multiple Choice
Total Questions: 40
Total Marks: 40 Marks
Pass Mark: 65% or 26/40 Marks
Duration: 60 minutes
Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Foundation Certification Training?

The ITIL® 4 Foundation Certification Course is crafted to provide a comprehensive understanding of the ITIL® framework, catering to a broad spectrum of individuals within and beyond the IT industry. This ITIL Certification is particularly valuable for:

IT Managers
Service Desk Managers
System Administrators
Network Engineers
IT Consultants
Project Managers
Business Analysts

Prerequisites of the ITIL® 4 Foundation Certification

There are no formal prerequisites for attending this ITIL® 4 Foundation Certification Course.

ITIL® 4 Foundation Certification Course Overview

The Knowledge Academy's ITIL 4 Foundation Certification Course introduces modern IT service management (ITSM). This is a worldwide recognised certification which puts emphasis on the ITIL® 4 framework, service value system (SVS), guiding principles, continual improvement and practices.

Learners also examine the integration of ITIL® with Agile, Lean and DevOps to provide customer value and enhance digital transformation.

ITIL® 4 Foundation Training is ideal for IT Professionals, Service Desk Staff, Business and Project Managers, or anyone seeking ITSM best practices. It serves as the entry point to advanced ITIL® qualifications and supports effective IT service delivery.

ITIL® 4 Foundation Certification Course Objectives

To understand the key concepts and value of IT service management
To explore the ITIL® service value system and guiding principles
To recognise ITIL® practices and how they enable business value creation
To prepare for the ITIL® 4 Foundation Certification exam with confidence
To build a foundation for progressing to advanced ITIL® modules and certifications

This 2-day ITIL 4 Foundation Training Course is a blend of training delivered by instructors, practical examples, and examination-based training. At the culmination of the learning, learners will be knowledgeable enough to put ITIL® into practice and competent enough to receive the ITIL® 4 Foundation Certification exam.

Jumpstart your career in the field of IT service management with The Knowledge Academy's ITIL® 4 Foundation Certification Course.

What Skills Will You Acquire ITIL® 4 Foundation Certification?

Service Operation: Develop support and analysis skills for ITSM, including monitoring, maintaining, and optimising IT systems and infrastructure.
Problem Management: Learn how to reduce the likelihood and impact of incidents by identifying root causes, managing workarounds, and addressing known errors.
Digital Transformation: Understand the processes for transforming IT systems to a digital model, collaborating effectively with stakeholders, and managing implementation plans.

Unlock Career Opportunities With ITIL® 4 Foundation Certification

IT Specialist Application Development
IT Specialist Change Management
IT Operations Specialist
IT Development Manager
IT Service Operations Manager
IT Team Leader
Chief Digital Officer
IT Project Manager
Transformation Manager
IT Service Manager
Digital Product Manager

What's included in this ITIL® 4 Foundation Certification Course?

The ITIL® 4 Foundation Examination
World-Class Training from Experienced ITIL® Instructors
ITIL® 4 Foundation Certificate
Digital Delegate Pack

Train Your Workforce

Looking for ITIL® 4 Foundation Certification Course in-house or onsite training in Sarajevo? We specialise in corporate group training and bulk bookings for organisations of all sizes in Sarajevo. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

Our Sarajevo venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Sarajevo has a population of around 370,000 inhabitants living in the capital city of Bosnia and Herzegovina. The city is the largest in the country being the political and cultural centre of the country. Sarajevo is the fastest growing city in Bosnia and Herzegovina and is known as the forty second best city in the world.The city has many international schools including the Sarajevo international school which lessons are taught in English with student’s ages ranging from 3-18.There are a plethora of elementary and high school including special needs schools.Sarajevo is home to a multitude of public and private universities including Sarajevo School of Science and Technology, The International University of Sarajevo, The American University in Bosnia and Herzegovina and Sarajevo Graduate School of Business.The University of Sarajevo is for students looking to gain bachelor’s degrees within one of the largest universities in the Europe. The university has around 55,000 students enrolled.

Ways to take ITIL® 4 Foundation Certification Course in Sarajevo

Live Online

The same live course from home, with a live instructor and other delegates. Mirrors the classroom schedule.

Best for: starting soon, without travel.

2 days

See live online dates

Online Self-Paced

Study 24/7 on your own schedule through our learning platform, with progress tracking.

Best for: fitting study around work.

90 days of access

See self-paced options

Onsite

We bring the course to your team, at your premises, online or hybrid, on dates that suit you.

Best for: groups and bulk bookings.

Tailored to your team

Get a team quote

ITIL® 4 Foundation Certification Course Schedule in Sarajevo

Online Instructor-Led

Online Self-Paced

Onsite

We’re updating the schedule!

We’re currently in the process of updating the schedule for this course. For upcoming dates and pricing, please get in touch with us. We’ll be happy to help you find the best option for your training.

Package deals for ITIL® 4 Foundation Certification Course in Sarajevo

Our training experts have compiled a range of course packages on a variety of categories in ITIL® 4 Foundation Certification Course, to boost your career. The packages consist of the best possible qualifications with ITIL® 4 Foundation Certification Course, and allows you to purchase multiple courses at a discounted rate.

ITIL® 4 Foundation Certification in Sarajevo FAQs

What is ITIL® 4?

ITIL® 4 (Information Technology Infrastructure Library) is the latest version of the IT Infrastructure Library framework. It provides a modern, flexible approach to IT service management (ITSM) by integrating Agile, DevOps, and Lean principles to support digital transformation and business value creation.

What are the benefits of taking this ITIL® 4 Foundation Course?

This ITIL 4 Foundation Course enhances your understanding of ITSM, improves job prospects, and helps align IT with business goals. It also provides a globally recognised certification and practical knowledge applicable across various IT service management roles.

What is the duration of this ITIL®4 Foundation Certification Training?

The ITIL 4 Foundation Certification spans 2-Days, during which delegates participate in intensive learning sessions that cover various course topics.

Will I receive a certification upon completing this ITIL 4 Foundation?

Yes, after completing this ITIL 4 Foundation Course you will receive a certificate of completion to validate your achievement and demonstrate your proficiency in the subject.

What are the ITIL 4 Foundation Certification requirements?

The ITIL 4 Foundation Certification Course is open to anyone interested in IT service management, whether experienced professionals or beginners looking to enter the ITSM field. There are no formal prerequisites for attending the course or taking the exam.

Do you provide an exam for the ITIL® 4 Foundation?

Yes, the ITIL 4 Foundation Course includes an official ITIL® 4 Foundation exam. It is a closed-book, multiple-choice exam designed to test your understanding of ITIL concepts and service management principles.

What skills will I gain from this ITIL® 4 Foundation Training?

You will gain skills in service management, process improvement, stakeholder communication, IT-business alignment, and applying ITIL principles to enhance service quality and operational performance within your organisation.

Why choose The Knowledge Academy in Sarajevo over others?

The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this certification.

What is the cost/training fees for ITIL® 4 Foundation Certification Course in Sarajevo?

The training fees for ITIL® 4 Foundation Certification Course in Sarajevo starts from €2695

Which is the best training institute/provider of ITIL® 4 Foundation Certification Course in Sarajevo?

The Knowledge Academy is one of the Leading global training provider for ITIL® 4 Foundation Certification Course.

What are the best ITIL® Certification Training courses in Sarajevo?

Please see our ITIL® Certification Training courses available in Sarajevo

Customers Reviews

Jude Jakolo

IT Operations Associate World Food Programme

The ITIL Foundation training was insightful and practical. The instructor explained concepts clearly with real-world examples, making the learning engaging. I would definitely recommend The Knowledge Academy for its excellent training quality and knowledgeable instructors.

Paul Scholz

Manager IT Government of Yukon

The trainer was excellent and made the concepts easy to understand. I now have a much better understanding of ITIL and would recommend The Knowledge Academy for its clear and well-delivered training.

Armoghan Shah

Infrastructure Manager (Problem Management) CVS Health

The training was very good and made me more knowledgeable about the process. I passed the ITIL Foundation exam and what I learned has really improved how I approach tasks and solve problems at work.

Tanya Finney

Digital Transformation Program Manager IRS

The two-day training was excellent. The instructor was engaging, made the content interesting, and helped keep me fully involved throughout. The flexibility of the course format made my learning smooth, and I would definitely recommend The Knowledge Academy for the experience.

Lynette Holden

IT Support Technician

The training was professional, easy to follow, and delivered by a knowledgeable instructor. The process was seamless, and I successfully achieved my ITIL Foundation certification. It helped me stand out more in job applications and gave me the confidence to secure a new role.

Ryan Cleverly

Geospatial Specialist Toitū Te Whenua Land Information New Zealand

The ITIL training was excellent and exceeded my expectations. The trainer was engaging, and the materials were presented clearly, which helped me feel fully prepared. I successfully achieved my ITIL Foundation certification and gained a solid foundation in service management concepts. Overall, the course offered great value for money.

Syed Furquan Alam

Data Center Operations Manager Stealth Startup

The Knowledge Academy truly stands out for its professionalism and customer focus. The trainer exceeded expectations with her interactive approach and clear explanations. This course not only helped me refresh my ITIL knowledge but also prepared me to apply these principles effectively in my work.

Jonny Lathey

He was knowledgeable and made a very dry course entertaining while still relaying all the information. Would highly recommend.

Kevin Wright

Victor was very knowledgeable and engaging.

Mike Monai

Victor is an excellent trainer who knows his stuff! He was able to guide us through examples of the principles within our own business and it made the training even more valuable. 10/10

Request For Pricing

WHO WILL FUNDING THE COURSE?

My employer

I will

Not sure

+44

Courses Related to ITIL® Certification Training

Why choose The Knowledge Academy

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Trusted & Approved

Recognised by leading certification bodies, we deliver training you can trust.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

Resources are included for a comprehensive learning experience.

Our Clients

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water