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ITIL® 4 is the latest iteration of the IT Service Management (ITSM) Best Practice guidance, which has been refreshed for 2018/2019.
The complete certification scheme information from ITIL® 4 Foundation to ITIL® 4 Master Levels will be updated when it is released from AXELOS Global Best Practice.
The ITIL® 4 Foundation training course and examination was released in March 2019. Since then, we have run hundreds of exams both on-site, online and via our public schedule of ITIL® 4 classroom courses.
The ITIL® 4 Managing Professional (ITIL® MP) and ITIL®4 Strategic Leader intermediate modules are now also available. The ITIL® 4 Foundation course is a pre-requisite for these intermediate levels.
Purple Griffon has created a series of free one-hour overviews for each ITIL® 4 training course, which explains what the training course covers and provides insight into the format and content.
If you are already certified in ITIL® V3 but haven't transitioned yet, our videos may give you extra motivation to update to the new certification level.
• ITIL® 4 Foundation Webinar
• ITIL® 4 Managing Professional Transition Module Webinar
• ITIL® 4 Specialist: Create, Deliver & Support Webinar
• ITIL® 4 Specialist: Drive Stakeholder Value Webinar
• ITIL® 4 Strategist: Direct, Plan & Improve Webinar
• ITIL® 4 Specialist: High Velocity IT Webinar
• ITIL® 4 Leader: Digital & IT Strategy Webinar
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1. Understand the key concepts of service management
1.1 Recall the definition of:
• Service management
1.2 Describe the key concepts of creating value with:
1.3 Describe the key concepts of service relationships:
• Service offering
• Service relationship management
• Service provision
• Service consumption
2. Understand how the ITIL® 4 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
• 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
3. Understand the four dimensions of service management
3.1 Describe the four dimensions of service management:
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
4. Understand the purpose and components of the ITIL® 4 service value system
4.1 Describe the ITIL® 4 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:
• Design & transition
• Deliver & support
6. Know the purpose and key terms of 15 ITIL® 4 practices
6.1 Recall the purpose of the following ITIL® 4 practices:
• Information security management
• Relationship management
• Supplier management
• IT asset management
• Monitoring and event management
• Release management
• Service configuration management
• Deployment management
• Continual improvement
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management
6.2 Recall definitions of the following ITIL® 4 terms:
• IT asset
• Configuration item
• Known error
7. Understand 7 ITIL® 4 practices
7.1 Explain the following ITIL® 4 practices in detail, including how they fit within the service value chain:
• Continual improvement, including the continual improvement model
• Change control
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management
Our three-day ITIL® 4 Foundation training course will enable you to understand a new way to look at IT Service Management (ITSM) through a Service Value System (SVS).
ITIL® is used by millions of professionals globally. Businesses are built on the ITIL® framework. Every year, organizations all over the world invest heavily in adopting and adapting the ITIL® 4 Foundation into their business practices and up-skilling their staff with ITIL® 4 qualifications.
AXELOS Global Best Practice have performed extensive research among a diverse group of stakeholders, and it has shown that the ITIL® framework is fundamental to organizations, it enables transformation and helps them to realize value.
AXELOS Global Best Practice understand the need for a smooth transition from ITIL® V3 to ITIL® 4 and recognize the need to ensure that your investment in the ITIL® 4 framework continues to drive and enhance your organization's performance.
Therefore, you can feel reassured that ITIL® 4 has been created to be compatible with the current ITIL® certification scheme. All existing ITIL® qualifications will remain valid until the following update and all credits gained will help you continue your ITIL® journey in the new certification scheme.
The core fundamentals and key concepts of ITIL® will still be as relevant to you and your business as they are today following the release of ITIL® 4. This next evolution of ITIL® is a transition from an organization’s existing investment in ITIL® and its way of working to a faster, more flexible, and adaptive approach.
ITIL® 4 will help your organization to navigate through 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 like robotics, Artificial Intelligence (AI), nanotechnology, quantum computing, biotechnology, The Internet of Things (IoT), 3D printing, autonomous vehicles and so much more.
The ITIL® 4 Foundation framework will provide you with a practical and flexible basis to support your organization on your journey into the new digital transformation by helping you align your human, digital and physical resources to compete within the modern complex landscape and adopt emerging technologies into your own IT operations.
With the release of ITIL® 4, the context of ITIL® is now much bigger and emphasizes 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 way more relevant to Developers, practitioners, and your business through promoting a holistic view of delivering products and services. From ITIL® 4 Foundation level, ITIL® 4 will highlight the importance of collaboration, transparency automating where possible, and working holistically.
ITIL® 4 retains a lot of the core elements that makes the ITIL® framework so valuable to professionals and organizations today. We know that change is a constant state and organizations are struggling to navigate it. ITIL® 4 is the best practice, which will support your organization in navigating through ongoing change.
ITIL® 4 is the next iteration that incorporates all the very best features from ITIL® as it is known today and expands IT and Services to a new level, moving from traditional process lead delivery - ITIL® 4 supports faster, high quality and value driven delivery for you and your business.
ITIL® V3 is more relevant than ever and is in demand globally by hundreds and thousands of IT Practitioners. The transition to ITIL® 4 will be smooth and all certifications will remain valid following the ITIL® 4 update and will still be recognized as valuable qualifications everywhere.
ITIL® 4 has evolved from ITIL® V3 and offers a practical and flexible transition, which will allow organizations to adopt the new ways of working required by the modern digital world. The new ITIL® 4 update is the result of feedback and insights from thousands of professionals and organizations like you.
The ITIL® 4 Foundation was developed and refined by a team of industry experts from around the world, including 150 content writer, reviewers, and contributors from the wider IT industry. AXELOS Global Best Practice has engaged a diverse range of people in the creation of ITIL® 4 and those in the group participated in pulse surveys, debates in a private community group and took active roles in reviewing the update.
AXELOS Limited brought together a top architecture team to collaborate on the development of ITIL® 4. You can watch the introductory videos via the Global ITIL® Development Group, and we will engage the Global ITIL® Development Group throughout development. Purple Griffon encourage anyone who is interested in the ITIL® 4 update to sign up to www.AXELOS.com/ITIL®-research.
ITIL® V3 will continue to support organization and individuals to achieve optimal value from IT and Digital Services. ITIL® V3 will equip a service provider with a clear capability model, aligning them both to business strategy and customer needs.
ITIL® is a globally recognized framework, which provides comprehensive practical and proven guidance for establishing an IT Service Management (ITSM) system, encouraging consistency and continual improvement for organization using IT enabled services.
The ITIL® Best Practice framework provides a common language and tools that power collaboration with IT Teams to deliver values across the whole organization. ITIL® is the worldwide standard in Best Practice and is implemented by millions of Practitioners.
Did you know that it is also relied upon by 90% of the Financial Times Stock Exchange (FTSE) 500 to run their IT Operations?
The ITIL® V3 Foundation level gives a high-level overview and ITIL® V3 Practitioner level focuses on how to practically adopt and adapt the ITIL® framework, but if you are looking to demonstrate knowledge of the entire ITIL® scheme, then you should start to work through the intermediate credit system to earn the ITIL® Expert qualification.
We are excited to announce that if you decide to take any ITIL® 4 Foundation certifications, you are now entitled to one whole year's subscription to My ITIL®, which is included with your ITIL® 4 exams. The My ITIL® 4 subscription is intended to support you beyond your ITIL® 4 certification.
The My ITIL® subscription will give you access to case studies, practical guidance, and examples that you can use, as well as further deep dives into the current and new guidance.
Today, there is a very complicated and complex business 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 this navigation.
The My ITIL® supplementary content and support CPD activities will be extremely useful to you as it provides further clarity.
You will find the My ITIL® supplementary content and support CPD activities extremely useful as it provides further clarity on specific areas of knowledge when using ITIL®.
All the details for the ITIL® 4 Foundation course and exam were released in March 2019.
Read our blog article 'ITIL® 4 - What’s Happening, What’s New and What We Know…' for the latest information.
If you would like to be kept up to date with ITIL® 4 Foundation or ITIL® 4 intermediate module course availability, then please do chat with us on +44 (0)1539 736 828 or email firstname.lastname@example.org today.
ITIL® V3 describes IT Service Management (ITSM) around 26 processes and functions that are part of a continuous process of 5 ITIL® Lifecycles:
• ITIL® Service Strategy
• ITIL® Service Design
• ITIL® Service Transition
• ITIL® Service Operation
• ITIL® Continual Service Improvement
Remember: All the ITIL® V3 key concepts and body of knowledge is still very relevant and worthwhile to you and your organization!
ITIL® 4 will take 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 integrates concepts from models such as Lean IT, Agile and DevOps.
By the end of the ITIL® 4 Foundation course, you should have the knowledge and understanding of the ITIL® framework to pass the ITIL® 4 examination.
You will cover the following in the foundation certification:
• 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
The ITIL® 4 Foundation course is suitable for:
• Professionals working in IT with an interest in IT Service Management (ITSM)
• Professionals who wish to apply ITIL 'Best Practice' principles across an enterprise
• Professionals who have not previously attended an ITIL® 4 Foundation course
• Project Managers
Purple Griffon will provide you with full ITIL® 4 Foundation materials including:
• A Full ITIL® 4 Foundation Course Manual
• ITIL® 4 Official Core Guidance (eBook Format)
There are no prerequisites associated with this ITIL® 4 Foundation training course.
Purple Griffon will send you joining instructions and pre-course information prior to the ITIL® 4 courses.
The information for the ITIL® 4 Foundation examination is below:
• 1-hour duration
• 40 multiple-choice questions
• The pass mark for ITIL® 4 Foundation exam is 26/40
Your Identification Document (ID):
On the day of your exam, your Proctor will verify your ID. You are responsible for ensuring the ID used to register and take your exam is valid and acceptable. On your exam day, if you do not present valid and acceptable ID, or the First/Middle Name(s) and Last Name of your ID do not exactly match the name you used to register for your exam, you will not be allowed to test and will not be entitled to a refund. You will, however, be able to re-book your exam following the standard exam booking process. Your ID must:
• Be current and valid – ID containing dates that have expired are not allowed.
• Be an original, not a photocopy.
• Include a recognizable photo of you.
• Match the information you gave when you booked your online exam.
• Be a government-issued national/state/province identity card that is recognized by the country in which you are a citizen or permanent resident.
• Contain your Birthdate/Year.
• Contain your First/Middle Name(s) and Last Name in English (Latin) characters.
Please Note: Electronic IDs will not be accepted.
The ITIL® 4 qualification scheme includes the following training courses:
• ITIL® 4 Foundation
• ITIL® 4 Specialist Create, Deliver & Support (CDS)
• ITIL® 4 Specialist Drive Stakeholder Value (DSV)
• ITIL® 4 Specialist High Velocity IT (HVIT)
• ITIL® 4 Strategist Direct, Plan & Improve (DPI)
• ITIL® 4 Leader Digital & IT Strategy (DITS)
• ITIL® 4 Managing Professional (MP)
• ITIL® 4 Strategic Leader (SL)
This ITIL® 4 Foundation training course is an excellent starter if you want to develop a career in IT Service Management.
Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.
Our ITIL® 4 Foundation training course is delivered over three days.
Our three-day ITIL® 4 Foundation training course is usually delivered from 09:00 to 17:00 (UK Time).
ITIL® 4 still has most of the core elements of ITIL® V3, and existing guidance will be recognisable in parts of ITIL® 4, however the are no direct like-for-like modules between the two existing ITIL® certification schemes.
The ITIL® 4 Foundation proctored examination without formal training is £329 + VAT.
If you are attending our three-day ITIL® 4 Foundation virtual training course, our expert tutors have years of experience in IT Service Management (ITSM) and will teach you everything you need to know to pass the ITIL® 4 Foundation exam. You will also be provided with ITIL® 4 Foundation sample papers and the official core guidance in eBook format for you to work through before your proctored exam.
Sure! Our ITIL® 4 Foundation Exam Only bundle costs £329 + VAT and includes the official proctored examination and core guidance in eBook format. Our ITIL® 4 Foundation Exam Only bundle requires you to complete at least 16 hours of self-study in preparation for the ITIL® 4 Foundation examination. You will not receive any formal training via our online training platform or from a tutor.
The ITIL® 4 Foundation proctored examination is taken over one-hour and comprises of forty multiple-choice questions. In order to get your ITIL® 4 Foundation certificate, you must score 65% or 26/40 to pass the exam. With Purple Griffon, sitting your ITIL® 4 Foundation exam is now easier than ever.
No, there is no expiry date on the ITIL® 4 Foundation certification and it is valid for life, however newer versions of ITIL® may be released in the future.
The ITIL® 4 Foundation proctored examination is a closed book examination with no notes.
The ITIL® 4 Foundation exam can be taken in English, Chinese, Dutch, French, German, Italian, Japanese, Polish, Portuguese (Brazil) and Spanish.
Our three-day ITIL® 4 Foundation training course will give you a new way to look at IT Service Management (ITSM) through a Service Value System (SVS). It introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. Our ITIL® 4 Foundation training course is suitable for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organisation embrace the new service management culture.
To be awarded the ITIL® 4 Foundation certification, you must complete ITIL® 4 Foundation certification training, and when you feel comfortable, take the ITIL® 4 Foundation proctored exam. If you score 65% or 26/40 correct answers in the exam, then you will receive your ITIL® 4 Foundation certificate.
If you want to become ITIL® 4 Foundation certified, you can now learn and spread the cost over 12 months. We have partnered with Knoma to help you become certified with us, without paying any fees upfront. To start the Knoma application process, click the Knoma button on this ITIL® 4 Foundation course page and pay later with no interest. Apply in minutes. Most people get a decision instantly, though it could take up to 48 hours. Knoma only conducts soft credit and identity checks, so being declined will not effect your credit score.
There are no prerequisites associated with our ITIL® 4 Foundation training course.
If you are preparing to take, or are registered to take an online exam with live invigilation, please take the time to read the PeopleCert Identification Policy.
The ITIL® 4 Foundation certification is governed and maintained by PeopleCert. PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology.
The cost to re-sit your ITIL® 4 Foundation exam is £295 + VAT - it does not include another copy of the official core guidance as you should still have it from your original exam. The Take2 re-sit exam option is also available for £50 + VAT, which allows you to retake an unsuccessful exam at a fixed, attractive rate, for a fraction of the cost. The Take2 re-sit exam option must be added at the point of booking your training course and / or exam, and if you would like to use this option, you must confirm this with your Account Manager. Please click here to find out more information about the PeopleCert Take2 re-sit exam option.
ITIL® 4 certifications help you to compete in a complex market and ensure that you stay relevant. It will ensure that you understand widely-used concepts, terms, and practices to improve your organisation's growth.
ITIL® 4 Specialist Create, Deliver & Support (CDS) is the logical next step after ITIL® 4 Foundation for those wanting to make immediate tangible changes to their organisation’s working methods in service management.
IT Service Management (ITSM) refers to the activities involved in implementing, managing, and delivering the lifecycle of IT services. ITSM is used to make sure the right mix of people, processes, and technology is in place to provide business value. IT Service Management doesn't just help with solving day-to-day issues. It can increase value and cost efficiency and reduce the impact of incidents on the business. IT Service Management is the art of making businesses run.
ITIL® is used by millions of professionals all around the World, and ITIL® has been adopted by thousands of organisations, such as NASA, Microsoft, and HSBC. ITIL® is a set of practices, which focus on aligning IT services with the needs of the business. ITIL® provides comprehensive and practice guidance to establish a service management system. The ITIL® Framework will help businesses and professionals get optimal value from IT and digital services. The main focus of ITIL® is to maximise value to customers by aligning IT resources with business needs.
ITIL® 4 is the latest version of the ITIL® Framework, which was released in February 2019. ITIL® 4 is highly value-centric and focuses on bringing different stakeholders in the organisation together to create value for the customer. With new frameworks growing in popularity, such as SIAM™ and VeriSM™, the previous version of ITIL® (ITIL® V3) had to step up its game and improve the way it dealt with challenges brought on by digital disruption. ITIL® 4, the current version of ITIL®, takes all of the best parts from ITIL® V3 and creates a framework that focuses on delivering tailor-made solutions for organisations through "practices" instead of "processes." Also, Agile, DevOps, and Digital Transformation all play a role in the new ITIL® 4 Framework. The key elements of ITIL® 4 are the four dimensions, the guiding principles, the move from processes (ITIL® V3) to practices (ITIL® 4), and the service value system.