ITIL® 4 Foundation compact course («IT4»)

ITIL® 4 is the consistent further development of ITIL® v3 / 2011, taking into consideration the current and future requirements of companies such as Agile, Lean and DevOps. ITIL® 4 is not a completely new version, but an update.

ITIL® 4 is the framework for managing IT-enabled services and is designed to create shared value and drive business success in the digital age. For more information, visit our blog on ITIL® 4.

1 Course introduction

• Introduction to ITIL® 4 service management in the modern world
• Introduction to ITIL® 4

2 Service management: Key concepts

• Value and value co-creation
• Value: Service, products and resources
• Service relationships
• Value: Outcomes, costs and risks

3 The guiding principles

• The seven guiding principles
• Applying the guiding principles

4 The four dimensions of service management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• External factors and Pestle model

5 Service value system

• Overview of service value system
• Overview of the service value chain

6 Continual improvement

• Introduction to continual improvement
• The continual improvement model
• Relationship between continual improvement and guiding principles

7 Overview of ITIL®

• Purpose of ITIL®
• Continual improvement
• Change control
• Incident management
• Problem management
• Service request management
• Service desk practice
• Service level management practice

8 Exam preparation

The course contents/learning objectives are based on the official syllabus of Axelos.

Component of the following courses

• CAS Digital Service Management («CASMP»)

This course is predominantly interactive. Building on impulse phases, exercises, discussions and exam preparation are carried out.

The course prepares you for the ITIL® 4 Foundation certification in 2 days. If you are interested in exercises, practical tips and a sustainable learning experience, we recommend the «ITIL® 4 Foundation in Practice» course.

This course is aimed at people who are involved in IT Service Management / ITIL® and want to optimize the benefits of IT in their organization. This includes IT specialists as well as project leaders, managers, consultants and process managers.

There are no formal prerequisites for this course. However, we recommend this course to people who are already ITIL® v3 / 2011 certified.

If you have no previous knowledge of ITIL®, we recommend the following seminar instead of this course «ITIL® 4 Foundation in Practice». At the beginning of the seminar, the topic of service management and services is discussed in more detail, and the individual chapters of the course are deepened and consolidated with the help of exercises.

You can book the exam in English or German. The courseware and official literature are available in either English or German. In general, we recommend that you take the exam in the language of the official literature. When you register for the exam, you can choose the language of the exam and the language of the eBook. 

You will receive a voucher for the online exam via email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera. We recommend taking the exam on a private PC/notebook, as company notebooks are often subject to certain restrictions.

For more information about the exam, please visit the PeopleCert website here.

Format: multiple-choice exam questions, number of questions: 40, pass rate: 65% (26 points out of 40), duration: 60 minutes, closed book

«Take2» option:
This option allows you to retake the exam at a lower price if you do not pass. The retake exam takes place online. If required, you can book this option independently in your PeopleCert cadidate profile before booking the exam. You have up to 6 months from the date of the first exam to prepare and take the retake exam.

Under this link you will find more information about the complaint management of our certification partner and your rights.

• ITIL® 4 Foundation