ITIL® 4 Foundation


In this course participants receive an introduction to the Information Technology Infrastructure Library version 4, commonly known as ITIL® 4. ITIL 4 provides a set of guiding principles and best practices that are commonly used by organizations around the world to generate value and deliver high-quality and cost-effective services to consumers and customers. In this class, participants are introduced to ITIL 4 concepts and practices and they learn how organizations can use this information to conduct business activities more efficiently and effectively. Upon completion of this course, participants will be qualified to attend more advanced ITIL 4 courses that provide more detailed information about ITIL 4 concepts and practice and how they can help organizations.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

United States
FRI-SAT(2 Weeks)
10:30 PM – 02:30 AM EST
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100% Money Back Guarantee
100% moneyback guarantee*

Our ITIL 4 Foundation training and certification is covered by the Cognixia 100% moneyback guarantee. Our proven track record over multiple public and private schedules conducted globally, our thorough immersive learning methodology and our pool of highly experienced and renowned trainers ensure that all our participants are fully equipped and confident to clear the ITIL 4 Foundation certification examination in their very first attempt. However, if you’re not able to clear the exam in your first attempt after training with us, we offer you a 100% refund of your course fees.

A complete course fee refund*

After training with Cognixia for the ITIL 4 Foundation certification, if you are unable to clear the ITIL certification examination in your first attempt, we offer you a 100% refund of the course fee you paid to us. In order to claim this refund, you need to have attended all our training sessions as well as mock quiz sessions. Also, the refund would apply only for the first examination attempt. Withdrawing from the course prematurely, or missing any sessions or quiz would forfeit the moneyback guarantee.

What You'll learn

Participants will learn the basic concepts of service management:

  • The concept of a service
  • Services, risk, cost and service management
  • Service relationship management
  • The four dimensions of service management
  • Guiding principles of service management
  • The service value system
  • Service value chain
  • General management practices
  • Service management practices
  • Technical management practices


  • What is ITIL?
  • History of ITIL?
  • The concepts of a service
  • Services and service management
  • Outcomes and outputs
  • Costs and risks
  • Utility, warranty and value
  • Organizations
  • Consumers, customers and users
  • Sponsors
  • Service offerings
  • Service relationship management
  • Service provision
  • Service consumption
  • Service management practices and processes
  • Exercise 1: Basic concepts of service relationship management
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • Exercise 2: Understanding the four dimensions of service management
  • Understanding and using 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
  • Exercise 3: Understanding the guiding principles of service management
  • The service value system
  • The service value chain
  • Service value chain activities
    • Plan
      • Purpose
      • Inputs and outputs
    • Improve
      • Purpose
      • Inputs and outputs
    • Engage
      • Purpose
      • Inputs and outputs
    • Design and transition
      • Purpose
      • Inputs and outputs
    • Obtain and build
      • Purpose
      • Inputs and outputs
    • Deliver and support
      • Purpose
      • Inputs and outputs
  • Exercise 4: Service value system and service value chain
  • The general management practices
  • Continual improvement
    • The continual improvement model
  • Information security management
  • Relationship management
  • Supplier management
  • Exercise 5: The continual improvement register
  • Service management practices
  • Service level management
  • Availability management
    • Availability
  • Capacity and performance management
  • Service continuity management
  • IT asset management
    • IT asset
  • Service configuration management
    • Configuration item
  • Change control
    • Change
  • Release management
  • Monitoring and event management
    • Event
  • Incident management
    • Incident
  • Problem management
    • Problem
    • Known error
  • Service request management
  • The service desk
  • The technical management practices
  • Deployment management
  • Exercise 6: Overall review

Practice exam I

Practice exam II

ITIL 4 Foundation Certification exam


There are no mandatory prerequisites

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Course features

Course Duration
Course Duration

16 hours of live, online, instructor-led training

24x7 Support
24x7 Support

Technical & query support round the clock

Lifetime LMS Access
Lifetime LMS Access

Access all the materials on LMS anytime, anywhere

Price Match Gurantee
Price match Gurantee

Guranteed best price aligning with quality of deliverables


The ITIL 4 Foundation course is highly recommended for:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • Business relationship managers
  • Change managers
  • Quality improvement professionals
  • Anyone interested or involved in application of ITIL 4 concepts and practices

A minimum internet speed of 2 MBPS is recommended.

All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.

You will get lifetime access to LMS and all the learning material in it.