The ITIL® 4 Foundation course is a 2-day classroom workshop based on the AXELOS & PeopleCert exam specifications for ITIL® 4 Foundation certification. This course builds on the established core of ITIL®’s Guiding Principles and has a practical, flexible approach to transitioning to the new digital world with an end-to-end operating model that integrates frameworks such as Lean IT, Agile, and DevOps.
The fundamental objective of ITIL® 4 is to help participants get a firm grip on key service management concepts and the ITIL 4 service management framework, ensuring that they are prepared for the ITIL® 4 Foundation exam. Participants who pass the exam are awarded the - international benchmark in IT Service Management - ITIL® Foundation Certificate.
This course comes with a case study, offering a rich, interactive learning experience that fosters a greater understanding of ITIL 4. It is also relevant and tailored to course participants; you’ll learn how to adapt ITIL to your work environment. Supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards, by the end of the course, you’ll:
understand the key concepts of ITIL service management
see how organisations can use ITIL guiding principles adopt and adapt ITIL service management
understand and be able to apply the four dimensions of ITIL service management
understand the purpose and components of the ITIL service value system, service value chain activities, and how they interconnect
understand the key concepts of continual improvement and be able to implement them
know about the various ITIL practices and how they contribute to value chain activities
With the exam voucher you can plan your online exam session on the PeopleCert platform. You chose your place, date and time to take the exam in the most comfortable circumstances. A web proctor will guide you and supervise your exam session. After succesfully passing the exam, you can download your official ITIL® 4 certificate via the PeopleCert platform.
This training scores
Very qualified trainer. He gave a very clear and detailed explanation.
Bart Van Maercke, Service Desk Engineer, Synergics
A strong basis on service management and an excellent stepstone for more practical trainings.
Tom Herman, QA consultant, Kapla Consulting
I knew ITIL was a theoretical approach, which was visible in the course documentation. The teacher however tried to introduce practical examples which often helped to understand better the content.
Wim Hofmans, Eusap Competence Support Manager, Manasco
The ITIL foundation seminar gave me a clear and complete overview of all composing parts and processes that are involved in an IT environment. Good refresh of processes that were known already, and completion of some knowledge gaps.
Kris De Bauw, Sr Project Leader, Wolters Kluwer Belgium
The content is structured and summarized in an efficient way that helps to clearly differentiate between all the aspects of IT. It didn't feel as an usual training because it's very interactive and meaningful, I had no problem to stay focused all the way.
Johan Hermans, IT Support Engineer, Linklaters LLp
The ITIL® 4 Foundation course targets two main groups:
members of the IT and business communities looking to get a start in service management
participants with a background in previous versions of ITIL and/or other best practices in the industry interested in upgrading their expertise with ITIL 4.
Are you employed in one of the positions below? This course and the ITIL® Foundation Certificate could boost your career:
Business Process Owners
There are no prerequisites; however, knowledge of IT service delivery will enhance your course experience.
Introduction to IT Service Management in Today’s World
Introduction to ITIL 4
Case Study: Axle Car Rental
Case Study: The CIO’s Vision for Axle
Module 2: Service Management: Key Concepts
Value and Value Co-Creation
Value: Service, Products, and Resources
Value: Costs, Risks, and Outcomes
Module 3: The Guiding Principles
The Seven Guiding Principles
Applying the Guiding Principles
Module 4: The Four Dimensions of Service Management
Organisations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and PESTLE Model
Module 5: Service Value System (part 1)
Overview of Service Value System
Module 5: Service Value System (part 2)
Overview of the Service Value Chain
Module 6: Continual Improvement
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and the Guiding Principles
Module 7: Overview of ITIL Practices
Purpose of ITIL Practices
The Continual Improvement Practice
The Change Control Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Practice
The Service Level Management Practice
Exam: to be booked by the participant upon completion of the 2-day training
Format: Closed book
Proctoring: web-proctored by PeopleCert
Duration: 60 minutes (An additional 15 minutes may be awarded for candidates taking the exam in a language other than their mother tongue)
# of questions: 40, simple multiple choice questions worth 1 pt. each
Minimum pass Grade: 65%
Maurits Baeyens is an IT Service Management trainer and practitioner with broad international and practical experience. He combines trainings with consultancy and coachings, offering a full recipe for successful ITSM practices. Maurits delivers all trainings that are part of the official ITIL® qualification scheme in Belgium, the Netherlands, France, Great-Britain, Sweden, the USA and Canada. He combines the use of other best practices like Kepner-Tregoe and COBIT in his consultancy work. He also is a qualified Apollo ITIL trainer.
These trainings qualify for several grants. A practical instrument enabling you to pay only part of the registration fee.
Training subsidised by kmo-portefeuille. Read more.
(1) The exam can be booked with the exam voucher on the PeopleCert platform. (2) NCOI Learning is reseller of DPM Services, an affiliate of ITPreneurs. (3) ITIL®is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course Book (eBook)
Pre-course reading (eBook)
Post-course reading (eBook)
Quick Reference Cards
Official Core Guidance e-book
ITIL® Foundation 4 in IT Service Management + Exam Voucher