Course Overview
The ITIL 4 Foundation certification introduces professionals to the ITIL® 4 framework. It equips candidates to evaluate IT service management (ITSM) through an end-to-end operating model that supports the creation, delivery, and continual improvement of technology-enabled products and services. ITIL remains one of the most widely recognized approaches to IT Service Management, and organizations around the world continue to rely on its internationally developed best practices.
In this updated version of ITIL, the Foundation training builds on earlier editions by offering a practical and adaptable structure that helps organizations advance their digital transformation. It presents a comprehensive IT and digital operating model that guides the delivery and operation of tech-enabled services. It also reinforces the strategic role IT teams play in shaping broader business outcomes.
To gain the ITIL 4 Foundation Certification, candidates learn how to manage modern IT-enabled services, understand common terminology, and apply key concepts to improve both individual and organizational performance. In addition, the course clarifies how the ITIL 4 service management framework has evolved to embrace contemporary technologies and new ways of working. The program includes the official PeopleCert examination, ensuring a complete certification experience.
For comprehensive insights into the full certification pathway, our ITIL 4 FAQ Page offers a detailed overview of the program’s structure.
ITIL® and The Swirl logo™ are registered trademarks of PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Learning Objectives
After completing the ITIL 4 Foundation course, participants will be able to:
- Understand key service management concepts and how they enable the co-creation of value with customers and stakeholders.
- Apply the ITIL guiding principles to help organizations adopt and adapt service management effectively.
- Describe the four dimensions of service management and their role in delivering high-quality services.
- Understand the purpose, components, and functions of the ITIL Service Value System.
- Explain the activities of the Service Value Chain and how these activities connect to create value.
- Recognize essential ITIL practices, including their purpose, key terms, and relevance across the service lifecycle.
- Identify how Lean, Agile, and DevOps concepts support modern service management and drive business value.
- Understand how ITIL 4 practices preserve the strengths of previous ITIL processes while extending their applicability across the full value stream, from demand through to value realization.
Target Audience
The ITIL 4 Foundation certificate is suitable for:
- Individuals who need a clear understanding of the ITIL framework.
- Professionals who want to see how ITIL improves the quality of IT service management.
- Team members working in organizations that have adopted ITIL and aim to support ongoing service improvement.
- IT professionals, business managers, and business process owners seeking to strengthen their service management capabilities.
Exam Structure
The ITIL 4 Foundation Certification Exam is structured as follows:
- Online Proctored Exam invigilated by PeopleCert
- 40 multiple-choice questions
- 26 marks required to pass (out of 40 available) – 65%
- 60 minutes duration
- Closed book
Downloads and Resources
Download more information:
- ITIL® 4 Foundation (1884 downloads )
- ITIL® 4 At a glance (2498 downloads )
- ITIL® Certification Path (1081 downloads )
Additional reading:
- Article: Introduction to ITIL® 4 Key Concepts
- Article: The ITIL® Process Framework
- Case Study: ITSM Gap Assessment and Process Design
Watch one of our webinars on ITIL 4:
If your preferred date is not available, please feel free to get in touch with us.
Andrea Harfst (verified owner) –
I really appreciated how Jan provided real life examples and made the concepts more relatable. The course duration was broken up into 3 days for the 3.5 hours I think that is a good amount of time per day.
Ali Olinde (verified owner) –
The trainer – Jan-Willem was very engaging. I think that going over the questions as a whole group should be optional. Good experience, thank you Jan!
Denise Nickel –
Loved the knowledge, applicable examples and engagement of the instructor with the class. Suggest to provide access to the learner book prior to the day of the class with an overview of how to use it before class starts. Took a long time to load and get content when class was starting.
Chanda Woods (verified owner) –
The course was fast but our trainer was very knowledgeable and really good at ensuring it was explained very well
Erica Bosko (verified owner) –
what I liked most about the course was how friendly and approachable the trainer was. Their genuine interest, clear explanations, and enthusiasm for the subject made learning enjoyable and easy to understand. This personal touch made the course stand out, creating a positive and enriching experience for everyone involved.