ITIL® 4 Foundation Certification Course Overview

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?

This ITIL 4 Foundation Certification Training is ideal for IT professionals, project managers, service management practitioners, and anyone involved in IT services or digital services delivery seeking to understand ITIL® principles and best practices. This course is beneficial for a wide range of professional, including:

  • 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 Certification Training provides the foundational entry into the latest version of the IT Infrastructure Library that focuses on developing IT professional practices. Practitioners must be at pace with these new IT service management strategies and practices because foundational knowledge can be deployed into the IT environment.

ITIL® 4 will be useful for IT professionals who want to enhance their organisation's service management. It is suitable for IT personnel such as IT managers, support teams, operational staff, and service delivery staff. By participating in ITIL® 4, these people ensure that they become sufficiently competent to support the organisation in its effective practice of IT service management.

This intensive 2-day course allows delegates to learn the core principles and practices of ITIL® 4. This helps them understand the implementation of necessary strategies to improve IT Service Management. This program is developed to ensure a complete introduction for participants so they can immediately apply their learning to practice at work.

Course Objectives

  • To understand the ITIL® 4 service value system and service value chain
  • To identify the four dimensions of service management
  • To explore the principles of continual improvement
  • To comprehend the practices of ITIL® 4 and their significance in service management
  • To facilitate a smooth transition from ITIL® v3 to ITIL® 4 for seasoned professionals
  • To prepare participants for the ITIL® 4 Foundation certification exam

After completing this ITIL 4 Foundation Certification Course, delegates will understand the ITIL® framework and be able to implement it within modern IT environments. This knowledge will allow them to be at the forefront of increased service management practice within their organisations, hence increasing efficiency, reducing cost, and enhancing customer satisfaction.

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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

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.

Unlock your potential with The Knowledge Academy's ITIL® 4 Foundation Certification Course, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

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.


Highly experienced trainers

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

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


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.


Tailored learning experience

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


Maximise your training budget

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


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


Monitor employees progress

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

What our customers are saying

ITIL® 4 Foundation Certification Course FAQs

ITIL® 4 is a framework for IT service management offering a comprehensive suite of best practices to deliver high-quality IT services and enhance processes.
ITIL is used for standardising IT service management, enhancing efficiency, and aligning IT services with business needs. It focuses on best practices for IT service creation, delivery, support, and improvement, aiming to provide high-quality and cost-effective IT services.
Enhances understanding of IT service management, improves job performance, offers global recognition, provides a solid foundation for ITIL 4 certification, and increases career advancement opportunities in IT.
There are no formal prerequisites for taking this ITIL 4 Foundation Certification Training.
In this ITIL® 4 Foundation Course, delegates will have 2-day intensive training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
This ITIL® 4 Foundation Course is a 2-day training course during which delegates participate in intensive learning sessions that cover various course topics.
After completing this ITIL 4 Foundation Training, delegates will receive a certificate. This certification recognises your understanding of the ITIL framework and ability to apply ITIL principles to improve IT service management.
The ITIL® 4 Foundation training course covers the basics of IT Service Management, ITIL framework principles, key concepts of creating value with services, and core practices of service management to improve tech operations and customer satisfaction.
ITIL 4 Foundation Course is worthwhile for individuals aiming to master IT service management practices, boosting employment potential and operational productivity within IT frameworks.
To prepare for the ITIL® 4 Foundation Certification, study the official ITIL publications, join accredited training courses, review past examination questions, participate in study groups, and use online resources for practice tests.
An ITIL® Expert offers guidance on best practices in IT service management, optimises IT processes, improves service delivery, aligns IT with business objectives, and ensures efficient resource utilisation.
After completing ITIL® 4 Foundation Training, consider pursuing ITIL Practitioner or Intermediate certifications, focusing on specific streams for deeper knowledge, and applying ITIL concepts in practical scenarios to enhance IT service management skills.
The ITIL® 4 Foundation Certification Course focuses on teaching a framework for managing IT services, emphasising aligning IT solutions with business needs, improving service delivery and customer satisfaction.
To learn ITIL® key concepts, study the five core volumes: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, focusing on the lifecycle approach to IT service management.
The Knowledge Academy in South Africa 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 ITIL® 4 Foundation Certification.
The training fees for ITIL® 4 Foundation Certification Course certification in South Africa starts from R37995
The Knowledge Academy is the Leading global training provider for ITIL® 4 Foundation Certification Course.
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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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ITIL® 4 Foundation Certification Course in South Africa

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