About Course Information
The course includes the ITIL® Foundation exam, which is taken on the last day of training.
The Learning Curve
ITIL® 4 Foundation is an entry-level ITIL® qualification that provides an understanding of the main concepts behind ITIL®, including the life cycle stages and the terminology used.
Our ITIL® Foundation 2-Day course will equip you with knowledge on how the IT Service Management Lifecycle works and how the ITIL® framework can be used to improve service delivery and capability, all through instructor-led training and class exercises. The course includes the ITIL® Foundation exam, which is taken on the last day of training.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability, online, anywhere.
There are no formal prerequisites for attending this ITIL® 4 Foundation Course.
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?
Understand basic concepts, terminologies, key principles, and process models of IT Service Management that are included in ITIL® 4 Foundation
Appreciate the scope and objectives of service design, service strategy, service transition, continual service improvement, and service operations
Enhance the efficiency and effectiveness of ITIL® tools and techniques within the business, to optimise user experience
Apply lean principles and automate standard jobs to improve the efficiency of ITSM processes
Centralise activities and functions to save on cost and time
Course Highlights
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Duration: 2 Days
Corporate Training
Empower your teams with ITIL® 4 Training aligned to your business goals. Enhance performance, drive efficiency, and scale IT capabilities across your organisation.
Upcoming Batches
Nottingham(2 Days)
Mon 17 Nov 2025
Tue 18 Nov 2025
Birmingham(2 Days)
Mon 21 Jul 2025
Tue 22 Jul 2025
Birmingham(2 Days)
Mon 11 Aug 2025
Tue 12 Aug 2025
Birmingham(2 Days)
Mon 18 Aug 2025
Tue 19 Aug 2025
No schedules available.
Nottingham( 2 days)
Mon 17 Nov 2025
Tue 18 Nov 2025
Birmingham( 2 days)
Mon 21 Jul 2025
Tue 22 Jul 2025
Birmingham( 2 days)
Mon 11 Aug 2025
Tue 12 Aug 2025
Birmingham( 2 days)
Mon 18 Aug 2025
Tue 19 Aug 2025
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Learn the basics of ITIL® and how to apply and adapt it to your business Learn the basics of ITIL® and how to apply and adapt it to your businessLearn the basics of ITIL® and how t
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Frequently Asked Questions?
ITIL® (Information Technology Infrastructure Library) is a widely accepted approach to IT service management which helps businesses ensure their IT services are aligned with their needs and support their core processes. It provides numerous benefits such as controlled infrastructure services, improved decision making, financial management, clear organisational structure, high availability and better customer satisfaction.
All our classroom ITIL courses include exams as part of the course.
We accept all major credit cards including MasterCard, VISA and American Express. We also accept payment by cheque or wire transfer.
You can sign up for the course up until the day before class begins. However, we have limited seating capacity and many of our courses fill up well in advance. We therefore advise students to register at least a few weeks before the course begins.
ITIL® 4 Foundation is the entry-level Certification in the ITIL® framework. It introduces key concepts, terminology, and practices of modern IT service management (ITSM), including the Service Value System, guiding principles, and continual improvement.
This Course is ideal for IT professionals, service managers, project managers, support staff, business analysts, and anyone involved in service delivery who wants to understand or apply ITIL® practices.
There are no formal prerequisites. The Course is designed for beginners and professionals from both technical and non-technical backgrounds.
The Course is available in multiple formats, including instructor-led virtual classrooms, in-person training, and self-paced learning to suit different schedules and preferences.
ITIL® 4 Foundation is the entry-level Certification in the ITIL® framework. It introduces key concepts, terminology, and practices of modern IT service management (ITSM), including the Service Value System, guiding principles, and continual improvement.
This Course is ideal for IT professionals, service managers, project managers, support staff, business analysts, and anyone involved in service delivery who wants to understand or apply ITIL® practices.
There are no formal prerequisites. The Course is designed for beginners and professionals from both technical and non-technical backgrounds.
The Course is available in multiple formats, including instructor-led virtual classrooms, in-person training, and self-paced learning to suit different schedules and preferences.