ITIL® 4 Foundation Course

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The Axelos ITIL® 4 Foundation qualification serves as the introductory level of the ITIL® 4 framework, providing a fundamental understanding of IT service management and its role in driving business value.

This course is designed for individuals at the beginning of their ITIL® journey, offering essential knowledge that is applicable across various IT roles and industries. The Foundation level introduces key concepts and principles of ITIL® 4, including the ITIL® Service Value System (SVS), the four dimensions of service management, and the guiding principles that underpin the framework.

At the core of the course is the ITIL® SVS, which represents how various components and activities within an organisation interact to create value through IT services. The SVS integrates five critical elements: the ITIL® guiding principles, governance, service value chain, practices, and continual improvement.

By understanding these components, learners can appreciate how ITIL® 4 promotes a holistic approach to service management, emphasising collaboration, flexibility, and integration with broader business strategies.

The qualification also covers the four dimensions of service management: organisations and people, information and technology, partners and suppliers, and value streams and processes. These dimensions provide a comprehensive view of the factors influencing service management, ensuring that IT services are designed and delivered in a way that meets organisational objectives and customer needs.

Additionally, the Foundation course introduces the 34 ITIL® management practices, categorised into general management, service management, and technical management practices. These practices encompass a wide range of activities, from incident management to service desk operations, providing a robust toolkit for managing IT services effectively.

Accreditation information

Training Bytesize is proudly an accredited Training Provider for the ITIL® 4 Foundation course.

As an accredited PeopleCert Training Provider, you can be sure that all our course materials have been evaluated to ensure they meet PeopleCert standards, and we are authorised to administer the ITIL® 4 Foundation exam as outlined in our accreditation.

The introductory module introduces learners to the course and its structure. It will then examine the ITIL® 4 Foundation exam and provide some background information on ITIL®.

This module covers the key concepts of service management. Learners will be introduced to the key terms and the ITIL® definitions and cover key concepts of creating value with services.

You will look at key concepts in and around Service Relationships, specifically looking at:

Service offering
Service relationship management
Service provision
Service consumption.

In this section, professionals will investigate the key concepts of ITIL®, starting with the four dimensions of service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.

This module will explore the ITIL® SVS and will enable you to understand the purpose and components of the ITIL® SVS, including: opportunities and demand as inputs, value as outcomes, guiding principles, governance, service value chain, practices, and continual improvement.

This module will expand on one of the SVS components – the guiding principles.

The ITIL® Guiding Principles are:

Focus on value, where value to stakeholders is considered in everything an organisation does.
Start where you are, where there is recognition that the good should be taken from the current starting point and this should be used as a platform to be built upon.
Progress iteratively with feedback, where small incremental steps with an effective feedback mechanism is best.
Collaborate and promote visibility, by being transparent and involving the right people then we can achieve better buy-in, have better information and make better decisions.
Think and work holistically, by taking a step back and looking at the bigger picture.
Keep it simple and practical, the need to understand the value of individual activities to allow for the removal of those that are delivering little or no value.
Optimise and automate, continual improvement and identifying automation opportunities to reduce human interaction and speed things up.
Upon completion of this module, professionals should understand how the ITIL® guiding principles can help an organisation adopt and adapt service management. Specifically, you should be able to describe the nature, use and interaction of the guiding principles.

In this module, learners will look at the next part of the SVS, the Service Value Chain.

The Service Value Chain is an operating model which outlines the key activities required to respond to demand and facilitate value realisation through the creation and management of products and services.

Service Value Chain is a key concept within ITIL® and specifically the SVS. It will also cover the six value chain activities representing the steps an organisation takes in the creation of value.

Module 7 looks at the final part of the SVS, ITIL® Practices. The three practices related to managing stakeholders that you will cover are: relationship management, service level management, and supplier management.

In this module you cover release and control practices that enable an organisation to release services for use by the wider business and control assets and changes to ensure effective service management.

The practices that you will cover are:

IT Asset Management
Service Configuration Management
Change Control
Deployment Management
Release Management

In this session, professionals you will look at all the practices that help a service provider support and maintain an organisations’ service. The practices are:

Service Desk
Incident Management
Service Request Management
Monitoring & Event Management
Problem Management.

Improve and Secure module will introduce you to a couple of practices that are derived from general management practices outside of ITIL® and Service Management.

The two ITIL® practices are: continual improvement including the continual improvement model, and information security management.

Training with the ITIL® Foundation course can benefit a wide range of individuals and roles within organisations involved in IT service management or related areas.

Here are some of the professionals who could benefit from the qualification:

Training is ideal for IT professionals working in various roles such as IT service desk managers, IT support staff, system administrators, network engineers, and IT project managers.

Managers and leaders responsible for overseeing IT services or IT departments can benefit from ITIL® 4 Foundation training to understand best practices for managing IT services effectively.

Professionals involved in analysing and improving business processes, especially those related to IT services, can gain valuable insights from this training.

Individuals responsible for managing specific IT services or processes within organisations can benefit from training to enhance their understanding of service management principles and practices.

IT consultants, advisors, and auditors who work with organisations to improve their IT service management practices can benefit from training to provide informed recommendations and guidance.

Students pursuing degrees or certifications in IT, business, or related fields can benefit from ITIL® Foundation training to gain foundational knowledge and skills in IT service management.

Even individuals who are not directly involved in IT roles but have an interest in understanding how IT services are managed and delivered can benefit from training.

Overall, ITIL® 4 Foundation training is suitable for anyone looking to enhance their knowledge and skills in IT service management and improve their career prospects in the IT industry.

The ITIL® Foundation exam typically does not have formal prerequisites, as it is designed to introduce professionals to IT service management concepts and practices.

However, it is recommended that candidates have a basic understanding of IT terminology and some experience working in an IT-related role. Additionally, having familiarity with ITIL® concepts from previous versions of ITIL® may be beneficial but is not required.

While there are no strict prerequisites for taking the ITIL® 4 Foundation exam, candidates with some background in IT or exposure to IT service management concepts may find the material easier to grasp.

The ITIL® Foundation exam assesses a candidate’s understanding of the key concepts, principles, and practices of the ITIL® 4 framework, which is designed for IT service management. Specifically, the exam evaluates knowledge in the following areas:

Understanding the nature of value and value co-creation.
Recognising the key concepts of service relationships, such as service offering, service provision, service consumption, and service relationship management.
Familiarity with stakeholders and their roles in service management.

Understanding the four dimensions that collectively form a holistic approach to service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.

Understanding the components and guiding principles of the SVS.
Recognising how the ITIL® practices interact within the SVS to create value.

Knowledge of the seven guiding principles that support good decision-making and actions in service management.

Understanding the key activities of the service value chain and how they integrate to create value.
Recognising the purpose and interconnections of the value chain activities.

Familiarity with general management practices applicable to service management, such as continual improvement and information security management.

Detailed understanding of specific ITIL® service management practices, including incident management, problem management, change control, service request management, service desk, and service level management.

Basic knowledge of technical management practices such as deployment management.

The ITIL® 4 Foundation exam consists of 40 multiple-choice questions to be completed within 60 minutes, and it requires a minimum score of 65% (26 correct answers) to pass. The exam can be taken online when you are ready with a webcam.

The exam is designed to ensure that candidates have a solid understanding of ITIL® 4’s concepts and are prepared to apply them in real-world IT service management scenarios.

There are four ITIL 4 certification paths:

ITIL 4 Specialist: Create, Deliver and Support
ITIL 4 Specialist: Drive Stakeholder Value
ITIL 4 Specialist: High-velocity IT
ITIL 4 Strategist: Direct, Plan and Improve.

ITIL 4 Strategist Direct, Plan and Improve
ITIL 4 Leader Digital and IT Strategy.

ITIL 4 Specialist: Sustainability in Digital & IT
ITIL 4 Specialist: Acquiring & Managing Cloud Services
ITIL 4 Specialist: Business Relationship Management
ITIL 4 Specialist: IT Asset Management

Service Desk
Incident Management
Problem Management
Service Request Management
Monitoring and Event Management
Change Enablement
Deployment Management
Release Management
Service Configuration Management
IT Asset Management
Relationship Management
Supplier Management
Service Level Management
Continual Improvement
Information Security Management

Completing an ITIL® 4 Foundation course can provide students with the knowledge, skills, and certification needed to succeed in IT service management roles and contribute to the success of their organisations.

Participating in an ITIL® Foundation course can offer several benefits to students:

ITIL® 4 Foundation provides a comprehensive understanding of ITSM principles and practices, which are crucial for effectively managing IT services within organisations.

Certification is globally recognised and respected in the IT industry. Having this certification can enhance your resume and make you more competitive in the job market, potentially leading to better career opportunities and higher salaries.

The course helps develop skills in areas such as service design, service strategy, service transition, service operation, and continual service improvement. These skills are valuable for IT professionals working in various roles, including service desk managers, IT managers, and IT consultants.

ITIL® emphasises the alignment of IT services with the business’s needs and objectives. By understanding ITIL4 principles, students learn how to deliver IT services that effectively support their organisation’s goals.

The course provides best practices for optimising IT service delivery, improving efficiency, and increasing the effectiveness of IT operations. Students learn how to identify and eliminate waste, streamline processes, and deliver value to customers.

By focusing on delivering high-quality IT services that meet customer needs and expectations, ITIL® 4 can help improve customer satisfaction levels, leading to stronger relationships with clients and stakeholders.

ITIL® promotes a culture of continuous improvement within IT organisations. Students learn how to monitor and measure IT services, identify areas for improvement, and implement changes to enhance service quality and performance over time.

Having ITIL® Foundation certified employees can contribute to the organisation’s success by improving service quality, reducing costs, mitigating risks, and enhancing customer satisfaction.

An organisation can benefit greatly from having ITIL® 4 Foundation certified employees:

Certified employees have a solid understanding of IT service management best practices. This knowledge enables them to align IT services with business objectives, improve service quality, and enhance overall organisational efficiency.

Certified employees can help implement standardised processes and procedures based on ITIL® 4 principles. This consistency ensures that IT services are delivered consistently across the organisation, leading to better predictability and reliability.

By applying ITIL® 4 concepts such as continual service improvement (CSI), certified employees can identify areas for enhancement and implement changes to improve service quality over time. This results in better customer satisfaction and loyalty.

ITIL® emphasises efficiency and effectiveness in IT service delivery. Certified employees are trained to identify and eliminate waste, streamline processes, and optimise resource utilisation, which can lead to cost savings for the organisation.

Implementing ITIL® practices can help mitigate risks associated with IT service delivery. Certified employees are equipped to identify potential risks, develop strategies to address them, and ensure that IT services are delivered in a secure and compliant manner.

By focusing on delivering IT services that meet customer needs and expectations, certified employees can improve customer satisfaction levels. Satisfied customers are more likely to remain loyal to the organisation and recommend its services to others.

Having certified employees can give the organisation a competitive edge in the market. It demonstrates the organisation’s commitment to delivering high-quality IT services and can differentiate it from competitors who may not have similar certifications.

Certified employees are equipped with the knowledge and tools to make informed decisions regarding IT service management. This leads to more effective decision-making processes, resulting in better outcomes for the organisation.

These learning outcomes cover the foundational knowledge and skills needed to understand and apply ITIL® principles and practices in IT service management contexts.

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM. When we say we’re experts in project management training, we really do mean it.

All PeopleCert Business and IT certifications must be renewed within three years of their original certification date.

There are two ways in which you can renew your certification:

You can upgrade to PeopleCert’s Plus Plan membership to gain access to the Continuous Professional Development (CPD) program, which allows you to maintain your certifications by logging CPD points for daily professional activities.

Alternatively, you can keep your certifications current by attending another course and passing an exam within the same Product Suite before your certification’s renewal date.

The ITIL® Foundation course is an entry-level certification. It provides a basic understanding of the ITIL framework, which stands for Information Technology Infrastructure Library.

The Foundation level introduces the key elements, concepts, and terminology used in the ITIL service lifecycle, and provides an understanding of how ITIL can be used to enhance IT service management.

This certification is designed for individuals who need a basic understanding of the ITIL framework and how it can be used to enhance the quality of IT service management within an organisation.

5 George House, Princes Court,
Beam Heath Way, Nantwich,
Cheshire CW5 6GD

Training teams is what we do really well, so if you have more than one person to train it may be more cost effective for you to consider our corporate solutions. Courses are offered online, on-site or virtually; there are so many options so it’s best for you to email us at learning@trainingbytesize.com with your requirements and we will send you a tailored quote.

Course details

The ITIL® 4 Foundation online training course offers a structured and comprehensive introduction to ITIL®. It will enable you to understand the key concepts of service management and how the ITIL® guiding principles can help an organisation adopt and adapt service management.

Learners will cover the four dimensions of service management, so they understand the purpose and components of the ITIL® SVS and the activities of the service value chain, as well as how they interconnect.

The ITIL® Foundation syllabus assesses candidates on their understanding of key concepts, principles, and practices of the ITIL® 4 framework. The syllabus is designed to ensure that candidates have a solid grasp of the foundational elements of IT service management.

The online course should take between 10 and 15 hours complete, which includes notetaking, exercises and exam practice. It is assessed through a 1-hour, multiple-choice examination that includes 40 questions. You will need to get 26 correct to pass the exam.

Course includes

When you choose to study the ITIL® 4 Foundation course online with Training ByteSize, you will have six months’ online access to the course, including:

10 modules covering the ITIL® 4 Foundation syllabus.
Exam practice module.
Downloadable documents.
Sample questions.
The official examination.

Course format

Our comprehensive online ITIL® Foundation course, features engaging videos, interactive animations, exercises, downloadable resources, and a dedicated exam practice module with sample questions.

The course is structured into 10 modules and covers all topics outlined in the syllabus. The modular format of this qualification allows you to progress at your own pace, revisiting topics as needed for deeper comprehension.

Once you’re comfortable with the training materials, you can utilise the exam practice module to assess your knowledge with a variety of sample exam questions.

When you feel ready, you can schedule your official online exam. All you require is a computer, webcam, and internet connection.

Online learning is a great way to study and our e-learning courses are interactive and engaging.

Studying for your qualification online is a viable option for so many project managers:

Learning is completely flexible to suits your busy schedule
The interactive online course consists of voice-over and animation to keep you engaged throughout the learning
You can access it anywhere in the world and take your exam online at a time that suits you best
The Foundation e-learning will take around 10 hours to complete and includes a quiz bank which contains a range of questions to test your knowledge and understanding of the course prior to sitting the official exam
Our pass rates are well in excess of the national average (nearly 100%!), there is really no reason you should fail!

ITIL® 4 Foundation training in Nantwich

Our Nantwich head office in the heart of rural Cheshire has state-of-the-art training facilities, ready to welcome professionals.

There is free onsite parking, so you don’t need to worry about finding somewhere to leave your car during the day. There is free Wi-Fi and a separate room for breakout sessions, lunches, and refreshments.

Before the course

Once you’ve booked your place on the course you will receive a confirmation email and then a booking form for you to sign. You will have the opportunity to inform us of any dietary requirements or any additional needs or reasonable adjustments for any exams.

A thorough, clear and professional course support pack with stationary including pre-course materials and further instructions for the course, will be sent three or four weeks before the course commences.

During the course

Each day, the training course will start at 9:00 in the morning.

Our friendly, expert trainer will guide you through the ITIL® 4 Foundation course syllabus, ensuring that you understand all the information. There will be questions and activities throughout the course to reinforce the learning and support your education.

The trainer will be on hand in the evenings to answer any further questions that you may have about what you’ve covered that day.

Exams can be taken on the last day of the course, or they can be deferred and taken online at a later date. We would encourage you to take them as soon as possible whilst the information is still fresh.

There will be two breaks during the day, with lunch at 12:30 from a local company who provide an array of sandwiches, fruit, scones and a different selection of cakes each day.

Crisps, breakfast bars and chocolate bars are also provided throughout the day. Tea, coffee, hot chocolate and water are available.

Travel, parking and directions

There is free parking at the Training Bytesize offices where the training centre is located. If you are staying at The Cheshire Cat Hotel, there is also free parking for guests.

If you’re driving, here are the addresses you might need:

To the Training Bytesize Training Centre: Sat Nav Postcode CW5 6GD; 5 George House, Princes Court, Beam Heath Way, Nantwich, Cheshire CW5 6GD.
To The Cat hotel: Sat Nav Postcode CW5 5ED; The Cheshire Cat, 26 Welsh Row, Nantwich, CW5 5ED. Tel. 01270 623020.

If you are travelling by train, you can arrive at either Crewe or Nantwich train station.

Crewe train station: It’s around seven miles from Crewe train station to Nantwich, so we usually recommend getting a taxi to the training centre, which should take around 15 minutes. There are usually taxis waiting at the station or you can book one in advance. If you’d like further information, please contact us on 01270 626330 and we’ll be happy to help.

Nantwich train station: There are trains from Crewe to Nantwich every hour and Nantwich train station is located just five minutes away from the town centre on foot. It’s a 25-minute walk to the Training Bytesize training centre, or just five minutes in a taxi. It’s a small unattended station, so you will need to book any taxis in advance. Please contact us for more details.

Residential Nantwich courses

Another option for ITIL® 4 Foundation training that we offer is a residential course. This can help to take the travel stress away, as accommodation is provided in the price of the residential option.

There is a bar and restaurant at the hotel but if you fancy something different, there are a variety of pubs and restaurants in the town centre which is just a few minutes’ walk.

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