ITIL® 4 Foundation Certification Course Overview

Course syllabus

Who it’s for

What’s included

Exams

FAQs

ITIL® 4 Foundation Certification Course Outline

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?
Show more blue-arrow

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 Training Overview

The ITIL® 4 Foundation Course introduces the latest iteration of IT Infrastructure Library (ITIL®) standards, a critical framework for managing and optimising IT services. Its relevance in today’s technology-driven world is paramount, as it aligns IT service operations with broader business strategies, enhancing efficiency and productivity.

Understanding the principles of the ITIL® 4 Foundation Course is vital for IT Professionals seeking to adapt to evolving business needs. It's particularly essential for Project Managers, IT Service Managers, and support staff. Mastering this subject ensures that IT operations contribute effectively to overall business success, enhancing customer satisfaction and business growth.

The Knowledge Academy's 2-day ITIL Certification Course offers a comprehensive overview of this framework, ensuring delegates quickly grasp its key concepts and practices. This efficient training approach is designed to expedite the certification process, providing participants with the skills needed to implement ITIL® standards effectively in their organisations.

ITIL® 4 Foundation Certification Training Course Objectives

  • To introduce the core concepts and principles of the ITIL® 4 framework
  • To equip delegates with the skills to effectively manage IT services aligning with business goals
  • To prepare attendees for the ITIL® 4 Foundation Certification exam
  • To demonstrate the integration of ITIL® 4 with modern digital technologies
  • To enhance practical understanding through real-world examples and case studies

Upon completion of the ITIL Certification, delegates will have a thorough understanding of ITIL® principles and their application in the real world. They will be well-prepared for the certification exam and possess the skills necessary to improve IT service management within their organisations, ensuring alignment with business objectives and enhancing overall efficiency.

Show more blue-arrow

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
Show more blue-arrow

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

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

The Swirl logo™ is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Show more blue-arrow

Our Vancouver 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.

­­­­Vancouver, a popular and beautiful city in the Canadian province of British Columbia, has an average population of roughly 603,500 spread across 44.39 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Vancouver, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin).  In Vancouver, it is compulsory for residents under the age of 16 to complete compulsory schooling – from low level elementary (kindergarten + grades 1-7), to high level secondary (grades 8-12); Vancouver’s secondary schools are also commonly subdivided into two groups - starting with junior secondary and then followed by senior secondary level.  In most cases, expatriates of Vancouver will send their children to public schools.  The public schools in Vancouver are generally well-respected – scoring highly in student assessments at an international level, as well as nationally, and students normally have a reputation for positive academic success and achievements. Other residents of Vancouver opt for their children to attend private schools instead; although private schools are few-and-far-between in the area as opposed to other areas of Canada, there is still nonetheless a large private school community, most of which is largely either a religious or international institution.  

Show moredown

Ways to take ITIL® 4 Foundation Certification Course in Vancouver

Online Instructor-Led Learning

Online Self-Paced Learning

Onsite Learning

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Foundation Certification Course Course. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

classes

Live classes

Join a scheduled class with a live instructor and other delegates.

interactive

Interactive

Engage in activities, and communicate with your trainer and peers.

degree

Global Pool of the Best Trainers

We handpick from a global pool of expert trainers for our Online Instructor-led courses.

expertise

Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

global

Global Reach

With classes running in all timezones, access any of our courses and course material from anywhere, anytime.

Master ITIL® 4 Foundation Certification Course with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.

trainer

Structured Yet Flexible Learning

Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.

venue

Engaging & Interactive Training

Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from ITIL® 4 Foundation Certification Course industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.

classes

Expert-Led Course

Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.

money

Global Training Accessibility

Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.

Package deals for ITIL® 4 Foundation Certification Course

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 Vancouver 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 Course?

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.

Is this ITIL 4 Foundation Certification Training really worth it?

Yes, ITIL 4 Foundation Certification is valuable for IT professionals. It improves job prospects, supports career development, and provides foundational knowledge to implement ITIL practices that enhance service delivery and operational efficiency.

How can this ITIL Training help me in my current job?

ITIL 4 Foundation Training helps by providing tools and techniques to improve service delivery, reduce inefficiencies, and align IT services with business goals. The knowledge gained can enhance performance and add value to your team or organisation.

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.

What is the salary range for an ITIL 4 Foundation-certified IT Service Management Professional?

An ITIL 4 Foundation-certified IT Service Management professional can expect a salary range of around £30,000 to £65,000 per year. The specific salary will vary based on experience, location, and the particular role. Senior ITSM professionals can earn significantly more.

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 Vancouver over others?

The Knowledge Academy in Vancouver 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 course.

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

The training fees for ITIL® 4 Foundation Certification Coursein Vancouver starts from CAD2995

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

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

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

Please see our ITIL® Certification Training courses available in Vancouver

Show more blue-arrow

Customers Reviews

Request For Pricing

WHO WILL FUNDING THE COURSE?
+44

Corporate Training

Unlock tailored pricing and customised training solutions for your team’s needs.

Request your quote today!

Why choose The Knowledge Academy

price

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

Trusted & Approved

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

learning

Many delivery methods

Flexible delivery methods are available depending on your learning style.

resources

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
santander barclays bmw google thames-water deloitte bupa tesla
cross
Unlock up to 40% off today!

Get Your Discount Codes Now and Enjoy Great Savings

WHO WILL BE FUNDING THE COURSE?

close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.