The ITIL®4 Foundation Exam Prep Overview

Course Overview

This is a three-day educational program leading to the ITIL® 4 Foundation Certificate in IT Service Management. The program is aimed at introducing candidates to the management of modern IT-enabled services through a service value system (SVS). It also provides an understanding of the common language and key concepts, and how participants can improve their work and that of their organization with ITIL 4.

Course Objectives

Upon course completion students should have an understanding of

  • What ITIL is; key concepts of service management and how it has evolved over the years
  • How the ITIL guiding principles can help an organization adopt and adapt service management
  • The four dimensions of ITIL service management
  • The purpose and components of the ITIL service value system, it’s significance, guiding principles and governance
  • The activities of the service value chain, and how they interconnect
  • The purpose and key terms of ITIL practices

Target Audience

  • The ITIL® 4 Foundation is an introductory-level course suitable for anyone seeking basic understanding or knowledge on how the ITIL® 4 service value system (SVS) may be used to enhance the quality of IT service management within an organization.
  • For individuals looking to upgrade their ITIL v3 certification and knowledge.


  • The course is delivered by certified instructors who incorporate real-world experience into their lessons, ensuring that you receive the training you need to succeed both in the classroom and on the job.
  • Holders of the Project Management Professional (PMP)® certification earn 18 Professional Development Units (PDUs).
  • Fulfill the prerequisite entry criteria (earn 2 credits) for the next level of study within the ITIL® qualification scheme.


  • There are no mandatory prerequisites – Although there are no prerequisites, candidates benefit by having at least basic knowledge of IT terms and minimal experience in the IT field.


  • Includes course material and ITIL®4 Foundation certification exam
  • For group and corporate rates, call 410-707-4442 or Email:


This course implements a “case study” approach—giving participants practical, hands-on experience while they learn core disciplines of the ITIL® best practice guidance. The program combines PowerPoint presentation/lectures with individual and group activities to enhance the understanding of key concepts. The end of chapter revision questions and a final mock examination help to adequately prepare participants to successfully pass for the multiple-choice ITIL® foundation certification exam on their first attempt.

Exam: ITIL®4 Foundation Certificate in IT Service Management 

  • Closed book 40 multiple choice questions 
  • Duration: 60 minutes
  • Passing Score: 26/40 or 65%
  • Administered by: PeopleCert

Course Outline

Introduction and Overview

  • Introduction to ITIL 4
  • IT service management and ITIL
  • What is ITIL and how has it evolved? 
  • The ITIL service value system (SVS) 
  • The four dimensions model 
  • Case study discussion 
  • Module 1 Review Questions

Key Concepts of Service Management

  • Value and value creation
  • Organizations, service providers, service consumers, and other stakeholders 
  • Products, services, and service relationships 
  • More about value—outcome, cost, and risk 
  • Case study discussion 
  • Module 2 Review Questions

Four Dimensions of Service Management

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes 
  • Case study discussion 
  • Module 3 Review Questions

The ITIL Service Value System

  • Overview of the service value system 
  • Opportunity, demand, and value 
  • ITIL guiding principles 
  • Governance Service value chain 
  • Continual improvement 
  • Case study discussion
  • Module 4 Review Questions

The Service Value Chain

  • Introduction to the service value chain
  • The purposes, inputs, and outputs of value chain activities
  • Continual improvement 
  • Case study discussion 
  • Module 5 Review Questions

ITIL Management Practices

  • Introduction to the practices 
  • General management practices
  • Service management practices 
  • Technical management practices 
  • Case study discussion 
  • Module 6 Review Questions