Overview
Blended Learning – the best of both ways to learn.
Combining the best of digital and live learning, with access to world-class industry experts, we focus on ensuring you can apply your learning to help you fully understand the key aspects of the ITIL4 foundation course and potentially utilize that learning in your working environment. What's more, our digital platform gives you the tools to track your progress and manage your own learning.
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
Learning Objectives
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
Modules
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
Delivery Method
This Blended Learning course consists of three key stages.
Self-Paced Learning
- Up to 10 hours, completed over a 4-week period prior to the live event.
- It is critical that the self-paced learning is completed prior to joining the live event.
- It is recommended that learners have a minimum of 4 weeks between the course booking and the instructor-led live event to complete the 10 hours of learning.
- The self-paced learning is available 4 weeks prior to the live event and for 12 months following the live event.
Instructor-Led Live Event
- This course has a 2-day live event.
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.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
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. When you book a QA online learning course you will receive immediate access to 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.