ITIL® 4 Foundation Certification eLearning - $529 (incl. exam voucher)

Earn your ITIL 4 Foundation certification with this accredited e-course from Good e-Learning! ITIL sets the standard in IT service management (ITSM), and with the release of ITIL 4 there are several new tools and features for practitioners. Take the next step in your ITSM career today!


  • Accredited by PeopleCert

  • 14+ hours of course material

  • Market leading course

  • FREE exam voucher

  • Practice exams & revision modules

  • Instant 6 months access

  • Increase your earning potential by up to 25%

  • Expert tutor support

ITIL® 4 Foundation Certification

Course Overview - Watch the Trailer

ITIL is the world’s most popular framework for IT Service Management (ITSM). The latest iteration of the framework, ITIL 4, offers a modernized and community-driven approach and a renewed focus on the newest best-practices for ITSM and integration with other popular standards, including Agile and DevOps.

This accredited ITIL 4 Foundation course offers an excellent introduction to the new framework and comes with a FREE exam voucher. Students will be able to demonstrate an understanding of ITIL 4, including new features like the ITIL Service Value System (SVS). Students who successfully pass the ITIL 4 Foundation exam will be prepared to move on to the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) modules.

This course is ideal for anyone looking to begin a career in ITSM, or build on their knowledge using one of the world’s most highly recognized ITSM standards. Students who have earned a certification in ITIL v3 Foundation or above can also take the course to transfer over to ITIL 4.

Why you should take this course:

This ITIL 4 Foundation course provides an excellent introduction to the newest iteration of the ITIL framework. A number of new ITSM tools and methodologies have been introduced, including the ITIL Service Value System (SVS), which offers a holistic perspective of how IT can contribute towards business goals. ITIL 4 also incorporates concepts from other leading frameworks, such as Lean, DevOps and Agile.

By the end of the course, students will be fully prepared to sit and pass the ITIL 4 Foundation examination. There are no prerequisites for taking this course but if you are already certified in ITIL v3, don’t panic! There are a number of ways to transfer over to the new certification path. For more information, visit our page - What's new in ITIL 4?

Mark Smalley

Mark Smalley - Contributor to the ITIL 4 Framework

Also known as The IT Paradigmologist, Mark thinks, writes and speaks extensively about IT 'paradigms'. Mark is an IT Management Consultant and Global Ambassador at the ASL BiSL Foundation. He has spoken at hundreds of events in more than twenty countries around the world.

  Many individuals and corporates around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL 4 Foundation course is attractively presented and easy to follow  

Students who complete this course will have learned:

  • An overview of the tools and methodologies, purpose and components of ITIL 4, including the ITIL Service Lifecycle and the Service Value System

  • The key concepts and value of IT service management to IT service providers and their customers

  • How the ITIL guiding principles can help organizations adopt and adapt service management

  • The activities of the service value chain, and how they interconnect

  • The purpose and key terms of 18 ITIL practices and the 7 essential practices

  • How the ITIL best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, regardless of an organization’s size, structure or industry

  • How to become an ITIL 4 Expert by understanding the new certification path including the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) streams

  • Accredited by PeopleCert

  • 14+ hours of course material

  • Market leading course

  • FREE exam voucher

  • Instant 6 months access

  • Quizzes and revision modules

  • Expert tutor support

  • Increase your earning potential by up to 25%


Course Syllabus - Download the Brochure

  • An Introduction to the ITIL 4 Framework

    • Learning Objectives

      This introductory module gives a complete overview of the ITIL 4 Framework, the evolution of ITIL 4 and best practices, and an introduction to the ITIL 4 certification structure.

      The areas covered include:

      Introduction to ITIL 4
      ITIL 4 Evolution
      ITIL 4 Best Practices
      ITIL 4 Certification Scheme
      ITIL v3 and ITIL 4
      Purpose of the ITIL Foundation Qualification
      Who Benefits from the Course
      Case Study

  • Module 1: The Key Concepts of Service Management

    • Learning Objectives

      This module will introduce you to the key concepts and terminology of ITIL. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:

      The nature of value and value co-creation
      Organizations, service providers, service consumers and other stakeholders
      Products and services
      Service relationships
      Value: outcomes, costs and risks

      You will then learn how they can be used to address real-world IT service management challenges.

      Chapter 1: Key Definitions
      Chapter 2: Creating Value with Services
      Chapter 3: Key Concepts of Service Relationships
      Quiz & Assignment

  • Module 2: The Guiding Principles

    • Learning Objectives

      ‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to its goals, strategies, type of work or management structure.

      ITIL’s guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions, and can even help users to adapt ITIL to suit their own circumstances.

      Many of ITIL 4’s guiding principles reflect those found in other frameworks, standards and methodologies. These include Lean, Agile, COBIT and DevOps. This allows organizations to easily integrate ITIL 4 into their current service management approach.

      These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, ITIL’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

      The ITIL 4 Guiding Principles include:

      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

      This module will introduce you to ITIL’s Guiding Principles, as well as their purpose, flexibility and relationship with other standards and frameworks.

  • Module 3: The Four Dimensions of Service Management

    • Learning Objectives

      The four dimensions of service management offered by ITIL 4 provide a holistic view of the different constraints, resource types and other points of focus which must be considered when designing, managing or operating an organization.

      They include:

      Organizations and people
      Information and technology
      Partners and suppliers
      Value streams and processes

      By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.

      This module will provide you with a clear understanding of the four dimensions of service management outlined in the ITIL 4 syllabus, and how they enable a holistic approach to ITSM.

  • Module 4: Service Value System (SVS)

    • Learning Objectives

      The ITIL 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.

      The ITIL SVS includes:

      The guiding principles
      Service value chain
      Continual improvement

      In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.

  • Module 5: The Service Value Chain

    • Learning Objectives

      The ITIL Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.

      This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by ITIL practices, creating a highly versatile tool for ITSM.

      This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.

  • Module 6: Practice: Purpose and Key Terms

    • Learning Objectives

      This module covers the 18 ITIL 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.

      The 18 ITIL 4 practices include:

      Continual Improvement
      Information Security Management
      Relationship Management
      Supplier Management
      Availability Management
      Capacity and Performance Management
      Change Control
      Incident Management
      IT Asset Management
      Monitoring and Event Management
      Problem Management
      Release Management
      Service Configuration Management
      Service Continuity Management
      Service Desk
      Service Level Management
      Service Request Management
      Deployment Management

      The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

  • Module 7: Understanding the 7 ITIL Practices

    • Learning Objectives

      The 7 ITIL practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

      Chapter 1: Continual Improvement
      Chapter 2: Change Control
      Chapter 3: Incident Management
      Chapter 4: Problem Management
      Chapter 5: Service Request Management
      Chapter 6: The Service Desk
      Chapter 7: Service Level Management
      Quiz & Assignment

      This module will provide you with a clear understanding of the 7 ITIL practices, their importance and their relationship the ITIL Service Value Chain.

  • Practice exam 1 + 2

    • Learning Objectives

      These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Foundation examination. It will be well worth testing your knowledge on ITIL 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.

      When you feel you are ready to sit the ITIL Foundation exam, simply contact Good e-Learning to request your FREE exam voucher.


Exams / Assessments

In order to achieve your ITIL Foundation qualification, you must pass the ITIL® 4 Foundation exam. You can take the exam online (virtually) using a service provided by PeopleCert.

When you have completed this course, you will be ready to start preparing for the ITIL 4 Foundation exam. To support you with this, this eLearning course contains two practice exams that will simulate the conditions of the real thing.

The ITIL 4 Foundation exam is 60 minutes long. Candidates taking the exam in a language other than their native or working language may be awarded 25% extra time (75 minutes total). It is a closed-book examination (candidates may not use any materials other than those provided with the exam).

The exam features 40 Objective Test Questions (OTQs), each of which has four options (of which students must select one). Each correct answer is worth one mark. To pass the exam, students must score at least 26 out of 40 points (65%).

You will be tested on:

  • The key concepts of service management

  • How the ITIL guiding principles can help an organization adopt and adapt service management

  • The four dimensions of service management

  • The purpose and components of the ITIL service value system

  • The activities of the service value chain, and how they interconnect

  • The purpose and key terms of 18 ITIL practices

  • The 7 essential ITIL practices

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements for PeopleCert. You can do so via this online test.

This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

Watch a Trailer ITIL® 4 Foundation Certification


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Course Brochure Download
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