ITIL4® Foundation Training Course

ITIL4® Foundation is the latest 'Best Practice' certification for IT Service Management


This 5 minute video from AXELOS will give you a good insight into what ITIL4 is all about... enjoy

The ITIL4 version of ITIL is the very latest iteration of the IT Service Management 'Best Practice' guidance brought up to date for 2018/2019.

Details for the complete scheme from Foundation to Master levels will be updated as and when released from AXELOS.

So far... (as of February 2020) The ITIL 4 Foundation course and exam was released in March 2019 and to-date we have run hundreds of exams both on-site, via e-learning and via our public schedule of classroom courses. The various Managing Professional and Strategic leader course modules are now also available. The Foundation course is a pre-requisite for these courses.

ITIL4 Relevance

ITIL is used by millions of professionals globally. Businesses are built on ITIL. Every year, organisations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications. Extensive research by AXELOS, among a diverse group of stakeholders, has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organizations realise value.

AXELOS understand the need for a smooth transition from ITIL v3 to ITIL 4 and recognise the need to ensure that your investment in ITIL continues to drive and enhance your business’ performance. Therefore, you can feel reassured that ITIL 4 has been developed to be compatible with the existing certification scheme. Further, all current certifications for ITIL will remain valid following the update, and all credits gained can help you continue your ITIL journey in the new certification scheme.

The core fundamentals of ITIL will continue to be as relevant to you and your businesses as they are today following the release of ITIL 4. This next evolution of ITIIL is a transition from an organizations existing investment in ITIL and its current way of working, to a faster, more flexible and adaptive approach.


ITIL continues to support organizations and individuals to gain optimal value from IT and digital services. It equips a service provider with a clear capability model, aligning them to the business strategy and customer needs. ITIL, a globally recognised framework, provides comprehensive, practical and proven guidance for establishing an IT service management system, encouraging consistency and continual improvement for businesses using IT enabled services.

  • The ITIL Best Practice framework provides a common language and tools that power collaboration within IT teams, to deliver value across a business.
  • ITIL is the global standard in IT best practice, and is used globally by millions of practitioners. It is relied upon by 90% of the FTSE 500 to run their IT operations.

While ITIL Foundation level gives a high level overview, and Practitioner focuses on how to practically adopt and adapt the ITIL framework, those who want to demonstrate knowledge of the entire ITIL scheme should work through the Intermediate credit system to become an ITIL Expert.


ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, The Internet of Things (IoT), 3D printing, autonomous vehicles and much more.

ITIL 4 will provide a practical and flexible basis to support organizations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources to compete within the modern complex landscape and adopt this emerging technologies into their IT operations.

The context of ITIL, with the release of ITIL 4 is now much bigger, with an emphasis on the business and technology world, how it works today, and how it will work in the future with Agile, DevOps and digital transformation. ITIL 4 will be much more relevant to developers, practitioners and businesses as a whole through promoting a holistic view of delivering products and services. Right from Foundation level, ITIL 4 will emphasise the importance of collaboration, transparency, automating where possible, and working holistically. ITIL 4 retains many of the core elements that makes ITIL so valuable to individuals and organizations today. Change is a constant state and organizations are struggling to navigate it. ITIL 4 is best practice that supports organizations in navigating this ongoing change. ITIL 4 is the next iteration that incorporates all of the best things from ITIL as it is known today and expands IT and service operations to a new level. Moving from traditional process lead delivery, ITIL 4 supports faster, quality and value driven delivery for people and organizations.

ITIL V3 Relevance

ITIL v3 is as relevant as ever and continues to be in demand globally by hundreds and thousands of IT practitioners. All certifications for ITIL will remain valid following the update and will continue to be recognized as valuable certifications globally. On-going development of ITIL ITIL 4 retains many of the core elements of good IT service management, that is continuing to give value to millions of people and businesses around the world.

ITIL 4 is an evolution from ITIL v3, providing a practical and flexible transition that allows organizations to adopt the new ways of working required by the modern digital world. ITIL 4 is the result of feedback and insights from thousands of professionals and organizations globally. It has been developed by a team of industry experts from around the world, including 150 content writers, reviewers and contributors from the wider IT industry.

AXELOS has engaged a diverse range of people in the development of ITIL 4. They have assembled a Global ITIL Development Group, which is made up of over 2,000 professionals. Those in the Group participate in pulse surveys and debates on a private community group, and take active roles in reviewing the update. Their insights and feedback have been key to the development of ITIL 4.

AXSELOS have also brought together a top architecture team from around the world to collaborate on the development of ITIL 4. You can see introductory videos of this team by clicking here or via the Global ITIL Development Group. We will continue to engage the Global ITIL Development Group throughout development. We encourage anyone who is interested in the ITIL update to sign up at:


Anyone who takes an ITIL certification is entitled to one year’s subscription to My ITIL which is included with their exam. A 'My ITIL' subscription is intended to support a candidate beyond their certification.

  • There are case studies, practical guidance and examples that can be used, as well as further deep dives into the current and new guidance.
  • Today there is a very complicated and complex business context to IT enabled services, and there is no single path to navigate it, but the further supplementary content and CPD activity on the site will help with that navigation.
  • The supplementary content and supporting CPD activities are extremely useful to candidates as they provide further clarity on specific areas of knowledge when using ITIL.

Details for the ITIL4® Foundation training course and exam were released in March 2019

The latest ITIL 4 information is in our rolling ITIL 4 blog

If you would like to be informed of further updates to ITIL course availability or pre-register for this course and other courses then please contact us on 01539 736828 or email


Base entirely on Customer reviews, Purple Griffon has recently been awarded Leader status for ITIL training by Course Conductor. This validates the quality of the ITIL training courses we deliver on a day to day basis.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£995Excl. VAT

Course Outline

Course Outline

The ITIL4 Foundation course will cover the following:

1. Understand the key concepts of service management

1.1 Recall the definition of:

a) Service

b) Utility

c) Warranty

d) Customer

e) User

f) Service management

g) Sponsor

1.2 Describe the key concepts of creating value with:

a) Cost

b) Value

c) Organization

d) Outcome

e) Output

f) Risk

g) Utility

h) Warranty

1.3 Describe the key concepts of service relationships:

a) Service offering

b) Service relationship management

c) Service provision

d) Service consumption

2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

2.1 Describe the nature, use and interaction of the guiding principles

2.2 Explain the use of the guiding principles

a) Focus on value

b) Start where you are

c) Progress iteratively with feedback

d) Collaborate and promote visibility

e) Think and work holistically

f) Keep it simple and practical

g) Optimize and automate

3. Understand the four dimensions of service management

3.1 Describe the four dimensions of service management:

a) Organizations and people

b) Information and technology

c) Partners and suppliers

d) Value streams and processes

4. Understand the purpose and components of the ITIL service value system

4.1 Describe the ITIL service value system

5. Understand the activities of the service value chain, and how they interconnect

5.1 Describe the interconnected nature of the service value chain and how this supports value streams

5.2 Describe the inputs, outputs and purpose of each value chain activity:

a) Plan

b) Improve

c) Engage

d) Design & transition

e) Obtain/build

f) Deliver & support

6. Know the purpose and key terms of 15 ITIL practices

6.1 Recall the purpose of the following ITIL practices:

a) Information security management

b) Relationship management

c) Supplier management

d) IT asset management

e) Monitoring and event management

f) Release management

g) Service configuration management

h) Deployment management

i) Continual improvement

j) Change control

k) Incident management

l) Problem management

m) Service request management

n) Service desk

o) Service level management

6.2 Recall definitions of the following ITIL terms:

a) Availability

b) IT asset

c) Event

d) Configuration item

e) Change

f) Incident

g) Problem

h) Known error

7. Understand 7 ITIL practices

7.1 Explain the following ITIL practices in detail, including how they fit within the service value chain:

a) Continual improvement, including:

- The continual improvement model

b) Change control

c) Incident management

d) Problem management

e) Service request management

f) Service desk

g) Service level management


The Foundation level course enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).

What’s the difference between ITIL v3 and ITIL 4?

Basically, ITIL v3 describes Service Management around 26 processes and functions that are part of a continuous process of 5 life cycles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Remember that all of the v3 body of knowledge is still very worthwhile and relevant!

ITIL 4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.

At the end of the ITIL4 Foundation course, you will have an understanding of the following:

  • The seven Guiding Principles of ITIL 4
  • ITIL’s new Service Value Chain
  • The Four dimensions of Service Management
  • The 34 ITIL practices, with a focus on 15 of these
  • Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value

See the latest information is in our rolling ITIL 4 blog

If you would like to be informed of updates to course availability or pre-register for this course then please contact us on 01539 736828 or email

About the Course

The ITIL4® Foundation training course is the very latest 'Best Practice guidance for IT Service Management. It gives a broad understanding of the very latest concepts and terminology used in Service Management worldwide.

Who Should Attend

This course is suitable for anyone working in IT with an interest in Service Management.

It is equally applicable to those who wish to apply ITIL 'Best Practice' principles across an enterprise.

It is specifically aimed at those who have not previously attended and ITIL Foundation course. Although if you attended Foundation level training many years ago this course provides and excellent refresher.

Materials Provided

Full course materials will be provided including

  • Pre-reading
  • A full course manual
  • The official TSO ITIL4 handbook
  • Quizzes
  • Exercises

Organisational Benefits

Organisational benefits include:

  • A complete refresh of best practice guidance for IT Service Management
  • Continuity from previous versions of ITIL

Individual Benefits

Individual benefits include:

  • A refresh of your knowledge of IT Service Management best practice
  • continuity from previous versions of ITIL


There are no prerequistes for this course.


Joining instructions and any pre-reading will be issued prior to the course

Exam Overview

Exam details for the ITIL4® Foundation training course are:

  • 1 hour duration
  • 40 multiple choice questions
  • Pass mark of 26/40

The latest information is in our rolling ITIL 4 blog

If you would like to be informed of updates to course availability beyond Foundation or pre-register for this course then please contact us on 01539 736828 or email

Exam Type

Classroom Exam

Professional Development Units - PDUs

The latest information is in our rolling ITIL 4 blog

If you would like to be informed of updates to course availability or pre-register for this course then please contact us on 01539 736828 or email


Foundation Certificate in IT Service Management

Next Steps

Re-certification from ITIL v3 Foundation to ITIL 4 Foundation gives professionals:
  • Latest guidance on ITIL and IT Service Management
  • The ability to continue the learning and certification journey when the scheme changes
  • The knowledge needed to begin changing the way they and their teams work

The very latest information is in our rolling ITIL 4 blog

If you would like to be informed of updates to course availability or pre-register for this course then please contact us on 01539 736828 or email


The ITIL4 Foundation course is an excellent starter for those wishing to develop a career in IT Service Management.

The latest information is in our rolling ITIL 4 blog

If you would like to be informed of updates to course availability or pre-register for this course then please contact us on 01539 736828 or email

ITIL4® Foundation Course Dates

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