ITIL® 4 Foundation with ITSM Simulation

(4 days)


Course Description

ITIL® 4 is built on the established core of best practice in the ITIL guidance. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. This special course includes an additional, extremely valuable full day of the highly interactive teambuilding, experiential learning and exciting way of learning. This simulation will be leveraging the student’s new knowledge of ITIL. Students will actually exercise the ITIL practices in this extremely educational simulation.

The ITIL® 4 Foundation is a 4-day course based on the exam specifications specified by AXELOS for the ITIL 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL 4 service management framework and prepare for the ITIL 4 Foundation exam. In addition, this course offers a rich learning experience that helps the participants relate ITIL to their own work environment. The course includes a case study (based on a fictitious organization, ‘Axle Car Hire’) that will help the participants understand and experience the ITIL guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading material, post-course reading material, and a set of quick reference cards.

Learning Objectives

At the end of this course, participants will be able to:

  • Understand the key concepts of ITIL service management
  • Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management
  • Understand the four dimensions of ITIL service management
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
  • Understand the key concepts of continual improvement
  • Learn the various ITIL practices and how they contribute to value chain activities
  • Team building, the value of proper organizational collaboration and the value of knowledge sharing

Who Should Attend

The ITIL® 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators
  • Anyone working in a DevOps team


None, although a familiarity with IT service delivery will be beneficial.

Course Materials

The ITIL® 4 Foundation course includes the following course components:

  • Course Book (eBook or printed)
  • ITIL 4 Foundation Publication PDF
  • Sample Questions
  • Web-Proctored Exam

Course Agenda

Day 1 Day 2 Day 3 Day 4
Module 1: Course Introduction and Review of Case Study Axle Car Hire Review Previous Days Content Simulation All Day Review Previous Days Content
Module 2: Service Management: Key Concepts Module 5: The Service Value System Module 7: The ITIL Practices – Part 2
Module 3: The Guiding Principles Module 6: Continual Improvement Course Review
Module 4: The Four Dimensions of Service Management Module 7: The  ITIL Practices – Part 1 Exam Preparation Guide/Mock Exam/Final Exam

Course Outline


Module 1: Course Introduction

  • Introduction to IT Service Management in the Modern World
  • Introduction to ITIL 4
  • Structure and Benefits of ITIL 4
  • Case Study: Axle Car Hire
  • Case Study: Meet the Key People at Axle
  • Case Study: The CIOs Vision for Axle
  • Exam Details
  • ITIL 4 Certification Scheme

Module 2: Service Management: Key Concepts

  • Key Terms Covered in the Module
  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
  • Exercise: Multiple-Choice Questions

Module 3: The Guiding Principles

  • Identifying Guiding Principles
  • Key Terms Covered in the Module
  • The Seven Guiding Principles
  • Applying the Guiding Principles
  • Exercise: Multiple-Choice Questions

Module 4: The Four Dimensions of Service Management

  • The Four Dimensions
  • The Four Dimensions and Service Value System
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and PESTLE Model
  • Exercise: Multiple-Choice Questions

Module 5: Service Value System

  • Service Value System and Service Value Chain
  • Overview of Service Value System
  • Overview of the Service Value Chain
  • Exercise: Multiple-Choice Questions

Module 6: Continual Improvement

  • Introduction to Continual Improvement
  • The Continual Improvement Model
  • Relationship Between Continual Improvement and Guiding Principles
  • Exercise: Multiple-Choice Questions

Module 7: The ITIL Practices

  • ITIL Management Practices
  • The Continual Improvement Practice
  • The Change Enablement Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practice
  • Information Security Management, Relationship Management, Supplier Management, IT Asset Management, Configuration Management, Release Management, Deployment Management, Monitoring and Event Management


Exam Information

Exam Facts

Delivery Web-based
Format Closed book
Proctoring Web-proctored
Duration 60 minutes (candidates taking exam in a language that is not their native may be awarded 25% extra time)
# of Questions 40, simple multiple choice (1 mark per question)
Pass Grade 65%

Exam Prerequisites

There are no formal prerequisites. It is recommended that the participant has obtained training through an accredited course.

Exam Location

Exam will be conducted online with a virtual proctor using an exam voucher which is included with the purchase of the course.

ITIL® is a registered trade mark of AXELOS Limited.

Please Contact Your ROI Representative to Discuss Course Tailoring!