ITIL® 4 Foundation

Accredited by:

ITIL® 4 Foundation
Training a Team?
Request a FREE Quote

Course overview


Wasn’t sure if I should do in-class or self paced. The ITIL® training from Good e-Learning was well organised and the quizzes were a great recap. I passed the exam!

About this course

ITIL® 4 is a leading IT service management framework. Formerly known as the
‘Information Technology Infrastructure Library’, it has a proven track record for helping IT teams optimize the value and strategic
alignment of IT services, helping businesses to thrive in the highly competitive Digital Age.

This ITIL® course offers an introduction to the essential elements of the framework. These include the Service
Value System (SVS), Service Value Chain (SVC), Guiding Principles, 7 ITIL® Practices, and more.

By the end of this course, you will have a clear understanding of how ITSM helps organisations create value by optimizing
the efficiency, speed, and evolution of services. You will also be ready to utilize proven practices
and tools, pass the Foundation exam, and begin supporting permanent improvements in your organisation.

Ready to pass the ITIL® 4 Foundation exam? Kickstart your training with Good e-Learning today!

Who is this course aimed at?

  • Anyone looking to start their ITIL® training with an award-winning course provider
  • Organisations intending to start adopting ITIL® 4 best practices
  • Individuals or groups looking to pursue ITIL® training online
  • Team members and managers who require an understanding of the framework
  • Candidates hoping to pursue careers in IT management

What will you learn by taking this course?

  • How the ITIL® best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-powered products and services
  • An overview of the tools, methodologies, purpose, and components of the framework
  • How the guiding principles can help organisations plan, create, implement, and continually improve market-leading IT services
  • The details of the ITIL® certification path, including the streams for Managing Professional (MP) and Strategic Leader (SL)
  • How to combine the framework with other leading frameworks, such as Lean, DevOps, and Agile
  • Everything needed to pass the official ITIL® foundation certification exam

Why should you take this course?

  • Good e-Learning is an award-winning online training provider and was independently certified as a ‘Market Leader’ for ITIL® online training by Course Conductor
  • The ITIL® 4 syllabus offers a comprehensive and modernized look at IT service management
  • ITIL® qualifications are highly valuable and desirable for employers in IT
  • This online course fully prepares candidates to sit and pass the ITIL® 4 Foundation exam on the first attempt
  • Getting certified can lead to impressive salary gains. According to Payscale, professionals with the ITIL® Foundation qualification earn an average base salary of approximately $100,000 (or £41,000)
  • The course was created with input from leading experts, including the authors of several of the ITIL® 4 books
  • Good e-Learning students avoid ITIL® Foundation exam costs thanks to FREE exam vouchers, as well as FREE resits with Exam Pledge
  • This ITIL® 4 online course is fully accredited by PeopleCert on behalf of AXELOS
  • Good e-Learning students avoid ITIL® Foundation exam costs thanks to FREE exam vouchers (T&Cs apply).
  • This ITIL® 4 online course is fully accredited by PeopleCert on behalf of AXELOS.


The ITIL® 4 Foundation online course on this page is provided by Good e-Learning, an Accredited Training Organisation of AXELOS Limited.
The PRINCE2® 6th Edition Foundation & Practitioner is a registered trademark of AXELOS.
All rights reserved.


An Introduction to the ITIL® 4 Framework

Learning Objectives

This module provides an introduction to ITIL® 4. It also explains the evolution of the framework and gives candidates an overview of ITIL® 4 as a whole.

The areas covered include:

  • Introduction to ITIL® 4
  • ITIL® 4 Evolution
  • ITIL® 4 Best Practices
  • ITIL® 4 Certification Scheme
  • ITIL® v3 and ITIL® 4
  • Purpose of the ITIL® Foundation Qualification
  • Who Benefits from the Course
  • Case Study

Module 1: The Key Concepts of Service Management

Learning Objectives

This module addresses key service management definitions,
as well as concepts of service relationships. It then explores
how IT services create value. The concepts include:

  • The nature of value and value co-creation
  • Organisations, service providers, service consumers, and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcomes, costs, and risks

You will then learn how they can be used to address real-world IT service management challenges.

  • Chapter 1: Key Definitions
  • Chapter 2: Creating Value with Services
  • Chapter 3: Key Concepts of Service Relationships
  • Quiz & Assignment

Module 2: The Guiding Principles

Learning Objectives

This module addresses the ITIL® Guiding Principles, some of the most important elements of the framework. All seven principles are explained in detail, including what makes them core concepts for ITSM best practices.

The ITIL® 4 Guiding Principles include:

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

This module will introduce you to the framework’s guiding principles, as well as their purpose, flexibility, and relationship with other standards and frameworks.

Module 3: The Four Dimensions of Service Management

Learning Objectives

This module addresses the four dimensions of service management. Candidates learn what is covered in each dimension and how they combine to create a holistic approach to ITSM.

They include:

  • Organisations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

By approaching any problems and developments from the perspective of each dimension individually, organisations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the syllabus and how they enable a holistic approach to ITSM.

Module 4: Service Value System (SVS)

Learning Objectives

This module focuses on how to combine the components and activities of the ITIL® framework to drive value generation. Candidates also learn more about:

  • Inputs
  • Outcomes
  • Guiding principles
  • Governance
  • The service value chain

Module 5: The Service Value Chain (SVC)

Learning Objectives

This module focuses on the ITIL® Service Value Chain (SVC), including its definition and purpose as a central component of the Service Value System (SVS). Candidates will also learn about the six activities in the SVC.

Module 6: Practice: Purpose and Key Terms

Learning Objectives

This module covers the practices of ITIL® 4, including their individual definitions and purposes, as well as how each of them is performed. The module also provides definitions for more key ITIL® terms.

The 18 ITIL® 4 practices include:

  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Availability Management
  • Capacity and Performance Management
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Continuity Management
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

Module 7: Understanding the 7 ITIL® Practices

Learning Objectives

This module goes into greater detail on the seven ITIL® practices. The syllabus breaks down each step and key activity before addressing how to implement them in practice. They include:

  • Chapter 1: Continual Improvement
  • Chapter 2: Change Control
  • Chapter 3: Incident Management
  • Chapter 4: Problem Management
  • Chapter 5: Service Request Management
  • Chapter 6: The Service Desk
  • Chapter 7: Service Level Management
  • Quiz & Assignment

This module will provide you with a clear understanding of the 7 practices, their importance, and their relationship with the Service Value Chain.

2x Practice Exam Simulators

These ITIL® 4 practice exams are designed to simulate the conditions students will face when taking the official ITIL® Foundation examination. It will be well worth testing your knowledge of the framework before booking your exam, as it will give you a chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the Foundation exam, simply contact Good e-Learning to request your FREE exam voucher.


To earn your Foundation qualification, you must pass the ITIL® 4 Foundation exam. You can take
the ITIL® exams online (virtually) using a service provided by PeopleCert.

When you have completed this course, you will be ready to start getting ready for the Foundation exam. To support you with your preparations, this ITIL® 4 eLearning course also contains two practice exams that simulate the conditions of the real thing.

This course comes with a FREE exam voucher to let you avoid exam costs.

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test This test will examine the suitability of your webcam, microphone, and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact Exam voucher requests are typically processed within two working days, but please allow up to five. Students
must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL® 4 Foundation exam:

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
  • There is a time limit of 60 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%: you must answer at least 26/ 40 questions correctly
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
  • Passing this exam will allow candidates to proceed to exams for intermediate ITIL® qualifications

You will be tested on:

  • The key concepts of service management
  • How the ITIL® service management principles can help an organisation implement and adapt IT service management practices
  • The four dimensions of service management
  • The purpose and components of the service value system
  • The activities of the service value chain and how they interconnect
  • The purpose and key terms of 18 ITIL® practices
  • The 7 essential ITIL® 4 practices


What is ITSM?

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and
best practices to optimize IT services for clients and employees.

What is ITIL® 4?

‘ITIL® 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to
help IT-powered organisations design, develop, and continually improve their IT services.

What does ITIL® stand for?

Previously, ITIL® stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often
that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.

What does the ITIL® certification path look like?

Students start with ‘ITIL® Foundation’. Passing the Foundation exam then enables
them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

How much is ITIL® certification worth?

According to Payscale, certified ITIL® practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification
level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

How does ITIL® work?

ITIL® provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous
improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.

How can ITIL® benefit businesses?

ITIL® 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organisations to deliver top-quality
IT products and services whilst also continually reviewing their own processes.

The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments
in technology and best practices. This makes ITIL® future-proof for practitioner organisations.

What is ITIL® v4?

‘ITIL® v4’ is ITIL® 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’.
However, ITIL® 4 does not follow the same format, as it will be updated on a regular basis.

What’s new with ITIL® 4?

There were three major changes with the release of ITIL® 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks,
such as DevOps, Agile, and Lean. The new framework also has an updated certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks,
including ITIL® 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL®?

ITIL® 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

Interested in Corporate Training for This Course?

Supercharge your organization's learning and development with an award-winning training provider. Contact us today for a FREE quote!

A Selection of Our Customers From Fortune's Finest: