ITIL® (Information Technology Infrastructure Library) is globally the most effective  framework to align  IT and business strategies,  for digital transformation, and to optimize the implementation of digital technologies. Training in the latest version of ITIL will help you understand the concepts, principles and practices described in ITIL.

ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services.


 22 PDUS for online Classroom

 Accredited Courseware

ITIL 4 Manual - Licensed CopyITIL 4 Manual - Licensed Copy

Online Practice QuestionsOnline Practice Questions

Case StudiesCase Studies

ITIL® 4 Foundation Training and Certification course helps you in taking the first step towards the understanding of the core ITIL concepts  such as ITIL 4 service value system, Service Value Chain, Value streams , Principles and Practices.  

  1. Introduction to ITIL
  2. Key Concepts of Service Management
  3. The four dimensions of service management
  4. The ITIL service value system
  5. ITIL guiding principles
  6. Service management practices
  7. Exercises
  8. Sample paper 1
  9. Sample paper 1 Answers and Rationale
  10. Sample paper 2 Answer and Rationale
Understand the key concepts of service management
Recall the definition of:
  • Service
  • Utility
  • Warranty
  • Customer
  • User
  • Service management
  • Sponsor
Key concepts of creating value with services.
  • Cost
  • Value
  • Organization
  • Outcome
  • Output
  • Risk
  • Utility/Warranty
Key concepts of service relationships.
  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Describe the nature, use and interaction of the guiding principles
  • Explain the use of the guiding principles
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
Understand the four dimensions of service management
Describe the four dimensions of service management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
Understand the purpose and components of the ITIL service value system
  • Describe the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Describe the interconnected nature of the service value chain and how this supports value streams
Describe the inputs, outputs and purpose of each value chain activity:
  • Plan
  • Improve
  • Engage
  • Design & transition
  • Obtain/build
  • Deliver & support
Know the purpose and key terms of 18 ITIL practices
Recall the purpose of the following ITIL practices:
  • Information security management
  • Relationship management
  • Supplier management
  • Availability management
  • Capacity and performance management
  • IT asset management
  • Service continuity management
  • Monitoring and event management
  • Release management
  • Service configuration management
  • Deployment management
  • Continual improvement
  • Incident management
  • Problem management
  • Service request management
  • Service desk/Service level management
Recall definitions of the following ITIL terms
  • Availability
  • IT asset
  • Event
  • Configuration item
  • Change
  • Incident
  • Problem
  • Known error
  • Understand 7 ITIL practices
Explain the following ITIL practices in detail, including how they fit within the service value chain:
  • The continual improvement model
  • Change control
  • Incident management
  • Problem management
  • Service request management
  • Service desk
  • Service level management
  • Exam Format - Multiple choice examination questions
  • Exam Duration - 60 minutes duration
  • No. of Questions - 40 questions
  • Passing Criteria - 26 marks required to pass (out of 40 available) - 65%
  • Certificate - Within 5 business days
  • Result - Immediately after the exam
There are no specific prerequisites to attend ITIL® v4 training and subsequent ITIL®4 Foundation certification exam.
  • IT professionals
  • Business relationship managers
  • Business process owners
  • Project managers
  • Service Delivery Manager
  • Students and individuals with interest in IT Services Management
  • ITSM Managers and aspiring ITSM Managers
  • Professionals working in other areas of IT like digital, product, development and service.
  • ITIL certified professionals who want a transition to the new version V4