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ITIL® 4 Foundation - IT Service Management Certification
- Categories:
- Service Management
- Level:
- Fundamentals
- Code:
- ITIL4F
- Exam:
- Yes - Included
Overview
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.
Prerequisites
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
What's included
Select your preferred way to learn:
What is Virtual?
Live, instructor-led training delivered online
Interactive online sessions led by subject matter experts. Learners join live classes, take part in discussions, and complete practical exercises from any location, making it easy to fit collaborative learning into busy schedules.
If you prefer to connect to a course that is taking place in a physical classroom, you can choose our Remote Access option. .
Best for: Teams and individuals who want expert guidance, real-time collaboration, and flexible access.
What's included?
3 Days instructor led course
Exam: Yes - Included
Online exam voucher
Pre-coursework
6 month free access to QA learning platform
Free 6-Month Access: Learning Platform Discovery plan
Included FREE with every instructor‑led course
Get free guided access to the QA Learning Platform. Assess your skills, explore in-demand topics, and understand which areas to focus on.
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Put skills into practice with hands-on Labs and Simulabs.
Validate knowledge and highlight gaps with skills assessments.
What is bespoke training?
Custom instructor-led training designed by QA to fit your needs
Tailored programmes built around your organisation’s goals, challenges, and skill levels. Delivered in the format that suits you to maximise relevance and impact.
Best for: Organisations and teams looking to target specific business priorities and capabilities with QA subject matter expertise.
Find out more about the course:
Learning outcomes
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
Course outline
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
Good to know
QA is an approved training provider for ELCAS, proud to support service leavers in their transition into the tech industry. Learn more about Elcas approved training here.
For commercials please refer to:
or the ELCAS Portal.
Why choose QA
- 98% say our ITIL® training will improve job performance
- 92% pass rate for our ITIL® training courses
- 98% quality rating for our ITIL® trainers' knowledge
- We are fully accredited by PeopleCert
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Ready to book? Complete the form and a member of our team will be in touch shortly to discuss your options.
Let’s make it work for you. Speak to one of our learning experts today.
What our customers are saying
“We can’t understate the success of this ITIL® training programme. With exam pass rates that simply can’t be bettered, QA has done an outstanding job in providing our people with the service management skills we need – in the most cost-effective way possible, and with no loss of results.”
Cheryl Cumberworth
E-Learning & Support Manager, Atos Origin
“QA's Cloud Academy platform allows us to quickly train and certify our support engineers on the complete portfolio of Microsoft products. We will use our resulting skills inventory data to intelligently assign our support incidents to the most qualified engineers, resulting in faster resolution times, higher throughput, and greater customer satisfaction.”
Caroline Dumont
CE&S Learning Leader at Microsoft
Portfolio Director
Paul Wigzel
Service Management Portfolio Lead, QA
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
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If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.