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Course Information

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 the Dimension 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 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?

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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® 4 certification training is particularly valuable for:

  • IT Service Desk Staff
  • IT Managers
  • IT Operations Managers
  • IT Project Managers
  • Business Analysts in IT
  • Service Delivery Managers
  • IT Architects
  • Quality Assurance Managers in IT
  • IT Service Management (ITSM) Managers

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

ITIL® 4 is an IT service management framework that provides advice for developing, delivering, and continuously upgrading IT services to suit the changing demands of organisations and customers. The ITIL® 4 framework is important for IT professionals and organisations seeking to improve their IT service management practices. Our ITIL® 4 Foundation Certification Training aims to provide an understanding of the ITIL framework and its applications. This ITIL Certification will provide learners with in-depth knowledge of ITIL® practices, principles, and concepts, enabling them to streamline the service delivery and support functions of their organisations. Pursuing this ITIL Training helps individuals get equipped with the necessary IT service management skills and techniques to enhance their career opportunities and increase their earnings.

In this 2-day ITIL® 4 Foundation Certification Course, delegates will study the fundamentals of IT service management as well as how to apply ITIL® concepts and practices to improve business processes. During this ITIL Certification Training, they will learn various key concepts of service management, including value creation, stakeholder and service consumer roles, and service offerings. This certification training will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of this ITIL 4 framework.

Course Objectives:

  • To describe the relationship between products, services, and service offerings
  • To attain in-depth knowledge about the four dimensions of service management
  • To understand the roles of stakeholders and service consumers in creating value
  • To define service offerings and their relationship to products and services
  • To become familiar with the ITIL® service value chain and its activities
  • To gain knowledge about value co-creation, service provision, and consumption

After attending this ITIL Certification Training, delegates will be able to create value with services, including outcomes, output, cost, risk, and warranty. They will also be able to apply the guiding principles effectively using measurement.

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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

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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 trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

ITIL® 4 Foundation Certification Course FAQs


ITIL® 4 is an IT service management framework that provides advice for developing, delivering, and continuously upgrading IT services to suit the changing demands of organisations and customers. It consists of a set of best practices and processes that assist organisations in aligning their IT services with business goals and delivering value to their customers.
Yes, this course is accredited by PeopleCert on behalf of AXELOS.
As it is designed for beginners, there are no prerequisites to take this course.
The course fee includes the exam and a comprehensive candidate pack featuring presentation slides, exercises, and sample examinations.
Please arrive at 8:45 am for 9 am start. The course hours are 9 am-5 pm each day.
You read more about ITIL on our ITIL topic page, which links to several pages which go into greater detail about ITIL, its courses, and its methodology.
The Knowledge Academy is the world’s leading global training provider for ITIL 4 Foundation. We guarantee that our delegates enhance their knowledge to succeed in their profession. Whilst inspiring our clients to learn the ITIL 4 Foundation and get the certification to complete their knowledge journey of ITIL.
Obtaining this certification benefits a person's career while also improving the work environment and culture of the company they work for. Professionals who hold ITIL Foundation Certification take up the leadership role in their organization and improve its processes based on ITIL terms.
The price for ITIL 4 Foundation certification in the United States starts at $1695, as ITIL 4 Foundation is the most basic certification level. However, the different classes have different prices as follows. Certifications  Prices  ITIL Foundation Certification  $1695  ITIL Practitioner Certification  $2995  ITIL Intermediate Certification  $2700  ITIL Expert Certification  $5295  ITIL Master Certification  $6100 
The Information Technology Infrastructure Library (ITIL) is a framework created to help IT departments work with business needs. 1) The Knowledge Academy’s ITIL course is a set of rules and recommendations for standardizing the process of choosing, planning, delivering, and supporting IT services. 2) Businesses are better at offering high-quality services and ensuring customer satisfaction when they follow the protocols outlined by the ITIL course.
You can start with this ITIL Foundation course to learn everything about ITIL 4 Foundation and become certified if you're interested in obtaining an ITIL certification.
In the ITIL course, teamwork is emphasized. The following are included in the ITIL® 4 Training course: 1) Communication is made more accessible throughout the entire company. 2) Agile and DevOps are integrated into ITSM strategy. 3) An exam is included. 4) The ITIL course included a popular framework for IT service management, offering a renewed focus on value-driven practices and IT Service optimization.
1) ITIL Foundation, which covers the basics of ITIL for beginners. 2) ITIL Practitioner, which offers real-time ITIL processes. 3) ITIL Intermediate is based on modules that concentrate on IT service management. 4) ITIL Expert, an advanced certification which contains ITIL practices. 5) ITIL Master describes how to apply the ITIL framework in practical situations.
ITIL V3 and ITIL V4 have a difference between them, as below mentioned: ITIL V3 It describes information about suggested roles, metrics, and other process-related information. It supports service and demand management. ITIL V3 service lifecycle is based on the waterfall model. ITIL V4 These practices are the capabilities that can be performed as an organization. It supports architecture management and project management. ITIL V4 framework is based on the service value system.
ITIL Professionals should have: 1) Strong AI and analytics skills 2) Management skills 3) Business relationship management 4) Ability to manage customers 5) Negotiation skills 6) Excellent communication and collaboration skills 7) Ability to deal with complex business problems
The Knowledge Academy’s ITIL 4 Foundation training will be guided by our highly experienced industry mentors. We provide 24*7 assistance to learners throughout the ITIL 4 Foundation training to make sure their queries are resolved as soon as possible.
If you choose online instructor-led ITIL foundation certification training, classes will be conducted through live online sessions. There will be interactive sessions and you will also be provided with recordings of all sessions. If you miss an ITIL 4 Foundation session, you can go through the pre-recorded videos. But it is highly recommended to not miss any sessions.
You can book your exam online by following these steps: 1) Visit the PeopleCert website 2) Create your account 3) Choose a suitable date and time for the exam
If you registered in this course with Take2, you are entitled to a free retake exam voucher if you did not pass the exam on the first attempt. When you register for this course with Take2, you will receive the online proctor vouchers for ITIL 4 Foundation within 24 hours of obtaining the results of your first unsuccessful attempt. You must arrange the examination within six months after purchase.
This certification opens the door to various profitable employment opportunities, including service portfolio manager, service owner, technical architect, risk manager, availability manager, compliance manager, IT architect, and others. Our ITIL 4 course qualifies you for all of these positions.
The average yearly income for an ITIL Foundation professional in the US is $102,000.
Axelos owns the ITIL framework that maintains the ITIL accreditation certifications and examination institutes.
The ITIL Foundation exam has 40 multiple-choice questions that must be answered in 60 minutes. To pass, you must receive a grade of 65 percent, or 26 right answers.
You can download the certification from your PeopleCert account or contact the exam provider to receive a copy of your certificate.
If you don’t pass the ITIL foundation certification training exam on the first attempt, you may retake the exam by paying the exam fee. The number of tries is unrestricted and you will be able to succeed with our ITIL training.
After registering for our ITIL Foundation training, you’ll get a mail with access to the content within 24 hours.
The duration of the ITIL® foundation certification exam is 60 minutes. It contains multiple choice questions.
You can pay via net banking or your debit card. Our team will send you a payment link once you send in your confirmation for the training.
If you already have the ITIL v3 certification, you can take up the ITIL 4 Foundation Bridge training and learn all the new concepts introduced in ITIL v4. After this, you can take up the certification exam and upgrade your ITIL certification.
No, the ITIL Foundation certificate does not expire.
There is no need to renew the certification.
After taking the certification exam, you will get the result in between 10-15 days.
ITIL® professionals should possess a range of skills and competencies to effectively apply the ITIL® framework and practices in their roles. However, ITIL® professionals should have strong IT service management knowledge, problem-solving and analytical skills, communication and interpersonal skills, change management abilities, and project management skills.
This ITIL® certification opens up various career opportunities in the field of IT service management, including IT service manager, IT service desk manager, IT change manager, IT process analyst, service level manager, IT service quality analyst, and IT governance specialist.
After attending this course, delegates will be able to create value with services, including outcomes, output, cost, risk, and warranty. They will also be able to apply the guiding principles effectively using measurement.
In this ITIL® 4 Foundation Certification Training course, you will learn about the ITIL® framework, service management, various roles of stakeholders and service consumers, service offerings, how to create value with services, the four dimensions of service management, the ITIL® service value chain, guiding principles, and other related topics.
The price for ITIL® 4 Foundation Certification Course certification in the United Kingdom starts from £1495
The Knowledge Academy is the Leading global training provider for ITIL® 4 Foundation Certification Course.

Why choose us


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

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"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

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