ITIL Foundation Course - Accredited

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This ITIL 4 Foundation certification class is the first course in the ITIL 4 certification scheme and is a prerequisite for all other ITIL 4 courses. This course provides the fundamentals to embed ITIL into your day-to-day work practices.

Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability.

ITIL 4 provides organizations with a comprehensive framework for ITSM. ITIL 4 brings ITIL 4 up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.  

This 16-hour certification course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL 4 guidance.

ITIL 4 Foundation QuoteAudience - ITIL 4 Foundation training is essential for individuals working in organizations committed to adopting and adapting the ITIL Framework's service value system or planning on certifying in advanced ITIL 4 Framework classes. 

Course Objectives - The learning objectives of ITIL 4 Foundation include an understanding of:

  • Key concepts of service management
  • How value creation is enabled through services
  • The ITIL 4 Frameworks' service value system
  • The ITIL 4 Frameworks' service value chain
  • The four dimensions of service management
  • ITIL 4 Frameworks' practices
  • The ITIL 4 Frameworks' guiding principles

ITSM Academy's ITIL 4 Foundation class includes experiential assignments, GAME ON! An Interactive Learning Experience® and access to ITSM Academy’s Learner Portal.

Also included are memory exercises and study aids, designed to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include: fill in the blank, matching, and exam prep questions, along with a '"just-for-fun" crossword puzzle. Some are completed as interactive in-class exercises and some are utilized as homework.

Developed in-house by the ITSM Academy content team, our course covers all the material specified in the ITIL 4 Foundation Exam Specification and prepares attendees to successfully achieve their ITIL 4 Foundation certification.

Course / Student Materials:

  • Access to ITSM Academy's Learner Portal - - extends the classroom experience with online content and tools
    • Digital learner manual (excellent post-class reference)
    • Sample documents and templates
    • The ITIL Reference Card
    • I am the Incident
    • Personal Action Plan
    • Memory exercises, study aids and sample exams
    • Instructor led education and exercise facilitation
    • GAME ON! An Interactive Learning Experience®
    • Participation in unique in-class assignments 
    • In-class exam preparation
    • Exam voucher, which includes access to a official digital eBook (upon redeeming voucher)


  • Complete pre-class reading assignment
  • Familiarity with IT and IT services is recommended.

Certification: Learners earn their ITIL 4 Foundation certificate by achieving a passing score (65%) on a 60 minute, 40 question examination.  

Professional Education Hours: Individuals attending this class will earn 16 professional education hours (e.g., PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates can log their certificate in PeopleCert's Continuing Professional Development (CPD) program to satisfy program requirements.


Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the ITSM Academy Terms of Use as indicated on the material.

Instructors: As with all ITSM Academy training, our instructors are all IT Service Management experts, ITIL 4 Managing Professionals with years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-world stories and scenarios. Utilizing the highest quality content, this training style encourages active group participation. Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.

 Classes Held In:

Learners should only commit to classes they are prepared to attend.  ITSM Academy Open Enrollment Class Terms and Conditions.  

Take² is an add-on service exclusively offered for selected exams and becomes available only when the initial exam linked to it has a “fail” result. Take² is not transferable, non-refundable, and cannot be redeemed for cash or credit, even if it isn’t eventually used. Candidates must schedule and take the re-sit exam within 6 months from the date of their initial exam. Take² is exam-specific; it cannot be used for any other offering and is valid only for the exam originally purchased. Failing to show up for a Take² exam appointment or not rescheduling the appointment prior to their scheduled appointment forfeits candidates’ ability to use the Take² generated voucher. It can only be purchased up to 15 minutes before sitting an examination. Take² is not available for purchase after a failed exam.

  • 5
    Informative, entertaining and packed with value.

    Posted by Kenneth E Wendle on Jan 24th 2019

    I thoroughly enjoyed ITSM Academy's ITIL 4 Foundation class. The trainer, Donna Knapp, was patient, knowledgeable, kept things moving and handled questions brilliantly.

  • 5
    Excellent foundation in the ITIL 4 Content

    Posted by Unknown on Jan 24th 2019

    The ITIL 4 Foundation did a very nice job of providing key information about the best practice and keys for successfully achieving the ITIL 4 certification. ITIL 4 provides a more current and usable guidance on applying the guidance to any organization. It is definitely worth the time spent.

  • 5
    Awesome Class!

    Posted by Unknown on Jan 24th 2019

    Instructor was awesome! Clearly presented the ITIL 4 Foundation concepts with great examples. This is going to significantly help my organization collaboratively improve service management.

  • 4
    Excellent Introduction to ITIL-4

    Posted by Scott Jaeger on Jan 24th 2019

    ITSM Academy does a fantastic job getting the important messages throughout the training. The materials are relevant and useful. Thank you!