ITIL 4 Foundation Online Training & Certification Prep
Master the language and principles of modern IT service management with ITIL 4 Foundation—the globally recognized entry point to the ITIL 4 certification scheme. This course covers the Service Value System, the four dimensions model, and the 34 management practices that form the core of contemporary ITSM.
Course Overview
ITIL 4 Foundation is the entry-level certification in the ITIL 4 scheme, owned and administered by PeopleCert. It establishes a shared vocabulary and conceptual framework for IT service management (ITSM), aligning service delivery practices with business value creation in a way that accommodates agile, DevOps, and Lean working methods alongside traditional service management approaches.
Boost eLearning’s ITIL 4 Foundation program covers the complete exam syllabus across four key concept areas: the Service Value System (SVS) and its components (guiding principles, governance, service value chain, practices, and continual improvement); the four dimensions of service management (organizations and people, information and technology, partners and suppliers, value streams and processes); the seven 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); and the 34 management practices, including incident management, change enablement, problem management, service desk, and service level management.
Available in self-paced online, live-virtual, and on-site classroom formats, all facilitated by Certified Partner instructors. Boost eLearning’s Skills-Retention design reinforces conceptual understanding through application scenarios and practice questions structured around the Foundation exam’s 40-question format.
ITIL 4 Foundation is relevant across IT operations, service desk, development, and management roles—any professional who contributes to or oversees IT service delivery benefits from the shared framework it establishes. Passing Foundation is also a prerequisite for the higher-level ITIL 4 designations: Managing Professional, Strategic Leader, and the new ITIL 4 Practice Manager tracks.
The program includes two full-length practice exams, a concise practice reference guide, and our Pass Guarantee: if you complete the required preparation and do not pass on your first attempt, we provide additional support at no extra cost.
What You'll Learn
- Define key ITIL 4 concepts: service, value, outcome, output, cost, risk, and utility and warranty
- Explain the purpose and components of the ITIL 4 Service Value System
- Apply the seven guiding principles to service management decisions and improvement initiatives
- Describe the four dimensions of service management and how they interact to enable value co-creation
- Map activities across the six steps of the service value chain: plan, engage, design & transition, obtain/build, deliver & support, improve
- Explain the purpose, key terms, and distinctions among the 15 practices covered in depth by the Foundation exam
- Distinguish between incident management, problem management, and change enablement as complementary practices
- Describe how ITIL 4 relates to agile, DevOps, and Lean methods
- Apply continual improvement model steps to a service management scenario
- Prepare for and pass the PeopleCert ITIL 4 Foundation 40-question exam
Who This Course Is For
- IT service desk analysts, team leads, and operations staff seeking a formal ITSM credential
- IT managers and service delivery managers who oversee ITIL-aligned processes
- Change managers, problem managers, and incident managers wanting a certified foundation
- Business analysts and project managers working on IT service improvement initiatives
- DevOps and agile practitioners who want to understand how ITIL 4 complements modern delivery methods
- Professionals working toward higher ITIL 4 designations: Managing Professional or Strategic Leader
Course Outline
- What is ITIL and the ITIL 4 certification scheme
- Key definitions: service, value, organization, outcome, output, cost, risk
- Utility and warranty: creating value through services
- Stakeholders in service management: customers, users, sponsors
- ITIL 4 and its relationship to agile, DevOps, and Lean
- Organizations and people: culture, roles, capabilities
- Information and technology: data, tools, platforms
- Partners and suppliers: supply chain relationships and integration
- Value streams and processes: workflow design and optimization
- External factors: PESTLE and their impact on the four dimensions
- SVS overview: inputs, components, and outputs
- Opportunity and demand as SVS inputs
- Value as the SVS output
- Governance and its role in the SVS
- Continual improvement as a SVS component
- Focus on value: identifying and communicating value
- Start where you are: assessment and baseline
- Progress iteratively with feedback: incremental improvement
- Collaborate and promote visibility: transparency and communication
- Think and work holistically: end-to-end service thinking
- Keep it simple and practical: eliminating waste
- Optimize and automate: automation and efficiency
- Six value chain activities: plan, engage, design & transition, obtain/build, deliver & support, improve
- How activities combine to form value streams
- Inputs and outputs of each activity
- Applying the value chain to incident resolution and new service delivery scenarios
- Incident management: purpose, scope, and key activities
- Service desk practice: channels, tiers, and metrics
- Problem management: reactive and proactive problem control, known error records
- Event management and monitoring overview
- Service request management: scope and handling
- Change enablement: purpose, change types (standard/normal/emergency), change authority
- Release management: purpose and relationship to change enablement
- IT asset management: asset registers and lifecycle
- Service configuration management: CMDBs and CIs
- Deployment management overview
- Service level management: SLAs, OLAs, and service reviews
- Availability, capacity, and continuity management overview
- Supplier management and underpinning contracts
- Continual improvement practice: the 7-step improvement model
- Measurement and reporting
- ITIL 4 Foundation exam format: 40 questions, 60-minute duration, 65% pass mark
- Question type analysis: recall and comprehension
- Two full-length practice exams with rationale
- Targeted review of high-weight topics: guiding principles, practices, SVS
About the Certification Exam
- Exam code
- ITIL 4 Foundation
- Length
- 60 minutes (75 minutes with English as a second language accommodation)
- Questions
- 40 questions (multiple choice, one correct answer per question)
- Passing score
- 26 out of 40 (65%)
- Exam cost
- ~$385 USD (included in most PeopleCert authorized training bundles; standalone voucher pricing varies by region)
- Where
- PeopleCert online proctored or authorized examination center
The certification exam fee is paid separately to the testing provider and is not included in the course price unless stated otherwise.
Pass Guarantee Included
Complete this course and if you don't pass the certification exam on your first attempt, we'll refund your course fee or give you a free retake — your choice.
