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?
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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 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
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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

You’ll also get access to the MyTKA Training Portal, which will be your go to hub for all your training.
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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 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.

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Ways to take ITIL® 4 Foundation Certification Course

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. 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.

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Live classes

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

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Interactive

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

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Global Pool of the Best Trainers

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

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Expertise

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

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Scalable Training Delivery

Access ITIL® 4 Foundation Certification Course in Malta delivered by one of the largest training providers, with scalable instructor-led classes, accessible worldwide.

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.

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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.

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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.

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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.

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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.

Learn ITIL® 4 Foundation Certification Course through The Knowledge Academy’s Online Self-Paced Learning. This flexible and structured format supports your training goals and enables every professional to build skills with confidence.

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Flexible Learning

Access ITIL® 4 Foundation Certification Course resources 24/7 to maintain steady progress, complete regular assessments or tasks, and upskill effectively alongside work commitments.

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Expert-Developed Content

Our Online Course content is designed by experienced trainers to ensure accuracy, relevance, and practical value.

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Global Training Provider

Access ITIL® 4 Foundation Certification Course in Malta from a trusted global training provider delivering consistent learning to professionals worldwide.

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Cost-Effective Training

Benefit from the cost-effective ITIL® 4 Foundation Certification Course that delivers high-quality course content without compromising learning outcomes.

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Interactive LMS

Track performance, download resources, and receive AI-enabled support through The Knowledge Academy’s dedicated Learning Management System.

Experience the most sought-after learning style with The Knowledge Academy's ITIL® 4 Foundation Certification Course. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® 4 Foundation Certification Course sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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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

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ITIL® 4 Foundation Certification Course at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

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

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Team building opportunity

Our ITIL® 4 Foundation Certification Course offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

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 Course 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 Malta 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 Malta?

The training fees for ITIL® 4 Foundation Certification Course in Malta starts from €1995

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

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 Malta?

Please see our ITIL® Certification Training courses available in Malta

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