ITIL 4 Training and Certification
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The purpose of the ITIL® Foundation examination is:
To assess whether the candidate can demonstrate sufficient recall and understanding of the
ITIL® 4 service management framework, as described in the syllabus below, to be awarded the
ITIL® 4 Foundation qualification. The ITIL® 4 Foundation qualification is a prerequisite for the
ITIL® 4 higher level qualifications, which assess the ability to apply concepts understanding of
the relevant parts of the ITIL framework in context.
The exam is closed book with 40 multiple choice questions. The pass score is 65% (26 out of 40
questions). The exam duration is 60 minutes. The exam can be taken in two formats: paper-
based or online.
• ITIL 4 Foundation is the first publication of ITIL® 4, the latest evolution of the most widely
adopted guidance for ITSM. Its guidance ranges from IT and business students taking their first
steps in service management to seasoned professionals familiar with earlier versions of ITIL®
and other sources of industry best practice.
• The Purpose of ITIL® 4 is to provide organizations with comprehensive guidance for the
management of IT-enabled service in the digital economy
• It is designed to ensure that an effective, efficient, flexible, co-ordinated and integrated system
for governance and management of IT Services is established and continually improving in the
The course is designed as an introduction to ITIL® 4 and enables you to understand the new ways to look
at IT Service Management through a Service Value System (SVS).
ITIL® 4 takes you through a more evolved view of a SVS, which provides a holistic end-to end picture of
what it really means to contribute to business value, and also integrates concepts from models such as
Lean, Agile and DevOps.
ITIL® is a registered trade mark of AXELOS Limited, The Swirl logo™ is a trade mark of AXELOS Limited. Used under the permission of Axelos Limited. All rights reserved.
At the end of this new two-day course, attendees will understand the following:
The four dimensions of service management
The ITIL® Service Value System
The seven guiding principles
The Service Value Chain
The 34 ITIL® practices, with a focus on 15 of these
Key concepts from Lean, Agile, DevOps and Organizational Change Management and why these
are important to deliver business value