ITIL 4 Foundation Certification Preparation Course

This course represents the globally leading training program for individuals and organizations seeking to understand and master IT Service Management (ITSM) in accordance with the latest international standards. The 2026 edition of this program is based on the ITIL® 4 framework, the most widely adopted practical framework that emphasizes value co-creation and integrates service management practices with modern approaches such as Agile, DevOps, and digital transformation.

Note: This course does not grant a certificate of attendance. It is specifically designed to prepare and train participants to pass the official examination, aiming to equip them with a high level of professional competence to successfully obtain the internationally accredited Foundation Certificate in IT Service Management, issued by PeopleCert.

Course Objectives

• Understand the core concepts of service management and how resources are transformed into value-driven services.
• Comprehend the Four Dimensions of Service Management to ensure holistic and balanced IT solutions.
• Apply the seven ITIL 4 Guiding Principles in real-world professional scenarios.
• Explain the Service Value System (SVS) and how it enables the removal of organizational silos.
• Master key management practices such as Incident Management, Change Enablement, and Service Level Management.
• Prepare candidates for the official exam through a clear understanding of question structure and ITIL-approved terminology.

Detailed Training Content

Unit 1: Key Concepts of Service Management

• Definition of Value and how it is co-created between service providers and service consumers.
• Stakeholders: organizations, customers, and users.
• Service Offerings: goods, access to resources, and service actions.
• Outputs vs. Outcomes, including associated costs and risks.
• Practical exercises and applied questions on value, utility, and warranty concepts.

Unit 2: The Four Dimensions of Service Management

• Organizations and People: culture, skills, and managerial roles.
• Information and Technology: systems, databases, and artificial intelligence technologies.
• Partners and Suppliers: support contracts and third-party relationships.
• Value Streams and Processes: integrating activities to efficiently create value.
• Practical exercises and applied questions on the impact of the four dimensions on service design.

Unit 3: Service Value System (SVS) and Guiding Principles

• The Seven 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, and optimize and automate.
• Governance: the role of leadership in directing and controlling the organization.
• Continual Improvement: the seven-step continual improvement model.
• Practical exercises and applied questions on applying guiding principles within exam scenarios.

Unit 4: Service Value Chain

• The six value chain activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support.
• Transforming Demand into Value by understanding workflows within the value chain.
• Practical exercises and applied questions linking value chain activities to management practices.

Unit 5: Key ITIL 4 Management Practices

• General Management Practices: strategy management, innovation management, and relationship management.
• Core Service Management Practices (Focused Coverage):
  • Incident Management.
  • Change Enablement.
  • Service Desk.
  • Service Level Management.
  • Problem Management.
• Practical exercises and applied questions highlighting practice details and distinctions.

Official Exam Information

Target Audience

• IT Managers seeking to enhance the quality of service delivery.
• Technical support and networking professionals aiming to understand enterprise IT environments.
• Business analysts and project managers requiring alignment between technology and business objectives.
• Graduates of technology and management disciplines seeking a professional certification that enhances their career profiles.

The ITIL 4 Foundation certification is widely regarded as a passport into the world of service management. It does not merely teach how to manage technology, but rather how to manage businesses enabled by technology, positioning certified professionals as critical contributors to the success of digital transformation initiatives in 2026 and beyond.