ITIL(R) 4 Foundation – IT Service Management Certification – Blended learning

Blended Learning – the best of both ways to learn.

Combining the best of digital and live learning, with access to world-class industry experts, we focus on ensuring you can apply your learning to help you fully understand the key aspects of the ITIL4 foundation course and potentially utilize that learning in your working environment. What's more, our digital platform gives you the tools to track your progress and manage your own learning.

The ITIL® 4 Foundation course provides a comprehensive introduction to IT service management and the ITIL framework. It is designed for individuals involved in the delivery, support, or management of IT-enabled services in modern digital organisations.

This course introduces learners to key ITIL concepts such as the Service Value System (SVS), the service value chain, the four dimensions of service management, and ITIL’s guiding principles. Learners will also explore the most important ITIL practices and how these support value creation through service delivery. A blended learning format combines digital content and live instruction, enabling learners to apply knowledge in practical scenarios.

By the end of this course, learners will be able to:

• Identify and understand the key concepts of IT service management
• Describe the purpose and structure of the ITIL 4 Service Value System (SVS)
• Recognise the components and activities of the service value chain
• Explain the four dimensions of service management
• Understand and apply the seven ITIL 4 guiding principles
• Explore the 15 ITIL practices, with in-depth knowledge of seven key practices
• Use ITIL terminology and concepts to support value co-creation in organisations

There are no formal prerequisites.

Target audience

This course is suitable for:

• IT professionals at all levels
• Service managers and team leads
• Customers and users involved in service provision or consumption
• Anyone looking to understand and adopt ITIL-based service management practices

Course introduction

• What is ITIL 4 and how it supports service management
• Introduction to value and service-based thinking

Key concepts of service management

• Understanding value and value co-creation
• Service providers, consumers, and stakeholders
• Definitions of products, services, and service offerings
• Outputs, outcomes, utility, and warranty

The ITIL 4 Service Value System

• Components and benefits of the SVS
• The service value chain and how it enables value creation
• Challenges and practical applications of the SVS model

The ITIL 4 practices in detail

• Service desk
• Incident management
• Problem management
• Service request management
• Service level management
• Change enablement
• Continual improvement

The ITIL 4 guiding principles

• Overview of the seven principles
• Applying guiding principles in practice

The four dimensions of service management

• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

Other ITIL 4 practices

• Overview of eight additional practices
• Understanding terminology and foundational concepts
• Example: relationship management

Exams and assessments

This course includes a formal certification exam:

• 40 multiple-choice questions
• 60 minutes duration
• Closed book format
• Pass mark: 26 out of 40 (65%)
• The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course

From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.

Hands-on learning

Learners will:

• Engage in guided revision activities and practice questions
• Apply ITIL concepts to real-world examples during interactive sessions
• Use case-based learning to reinforce ITIL frameworks
• Receive instructor guidance and peer collaboration throughout

Delivery Method

This Blended Learning course consists of three key stages.

Self-Paced Learning

• Up to 10 hours, completed over a 4-week period prior to the live event.
• It is critical that the self-paced learning is completed prior to joining the live event.
• It is recommended that learners have a minimum of 4 weeks between the course booking and the instructor-led live event to complete the 10 hours of learning.
• The self-paced learning is available 4 weeks prior to the live event and for 12 months following the live event.

Instructor-Led Live Event

• This course has a 2-day live event.