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ITIL® 4 Foundation Certificate in IT Service Management

  • Length 3 days or 5 evenings
  • Price $2035 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

Learn about ITIL® 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in three days or five evenings!

ITIL is the most widely adopted approach for IT Service Management in the world. 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.

Our ITIL training is designed to help participants gain an extensive understanding of the ITIL 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.

This course includes a digital copy of the ITIL 4 Foundation Official Guidance handbook, and is supported by additional learning tools such as post-course reading materials, quick reference cards, and practical material for reference back in the workplace.

This course pricing includes a voucher for the ITIL 4 Foundation Exam, which is an online proctored exam through PeopleCert. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Practice exam papers are provided in the course, and reviewed to assist in preparation.

After passing the exam, each student’s certificate will be made available to them via PeopleCert.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Aligns to certification

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What you’ll learn

After completing this ITIL training course, students will:

  • Understand the key concepts of ITIL service management

  • Understand how ITIL guiding principles can help an organisation 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


DDLS is an Accredited Training Organization for ITIL, a member of the IT Service Management Forum (itSMF), and most of our ITIL instructors have Expert Level ITIL Certification in addition to real-world ITIL implementation and ITIL consulting experience. We help you prepare not only for your ITIL Certification exams, but also implementing ITIL successfully within your organisation. We go beyond the service management essentials and look at your ITIL needs in a holistic manner.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

The ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management. This course and the related certification can be beneficial for the following roles:

  • IT Managers

  • Support Team Leaders

  • Technical Support staff

  • Service Owners

  • Architects

  • Project Managers

  • Vendor Managers

  • Service Desk Supervisors

  • Process Owners

  • Change Managers

  • Service Level Managers

  • Problem Managers

  • Operations Managers

  • IT Consultants

  • IT Developers

  • Service Providers

  • System Integrators

  • Managers who interact between the business and IT

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 U LEARN (1800 853 276).

Course subjects

Introduction to the core concepts of ITIL 4

Key definitions and terminology of the ITIL 4 model

Structure and benefits of ITIL 4

The ITIL Certification path

Service Management: Key Concepts

  • Value and Value Co-Creation

  • Value: Service, Products, and Resources

  • Service Relationships

  • Value: Outcomes, Costs, and Risks

The Guiding Principles

  • The Seven Guiding Principles

  • Applying the Guiding Principles

The Four Dimensions of Service Management

  • Organisations and People

  • Information and Technology

  • Partners and Suppliers

  • Value Streams and Processes

  • External Factors and Pestle Model

Service Value System

  • Overview of Service Value System

  • Overview of the Service Value Chain

Continual Improvement

  • Introduction to Continual Improvement

  • The Continual Improvement Model

  • Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

  • Purpose of ITIL 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


There are no pre-requisites for this course, however it is assumed that course participants are working or have worked in an IT environment or equivalent.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 21 hours

  • Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring.

Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process.

For full details please see the PeopleCert Guide for Online Proctored Exams - Windows or Mac version.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.


ITIL Foundation Packs – 3-day Foundation or 2-day Upgrade
Pre-purchase the ITIL® 4 Foundation or the Upgrade to ITIL 4 Foundation public training course at a discounted price. Save on the standard RRP when you purchase the training in packs of 5, 10 or 20.