Information Technology Infrastructure Library v4 (ITIL v4)

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

The ITIL 4 Foundation examination is intended 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 candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.

What Will I Learn ?

  • Enhances your employment prospects 
  • Makes your skills more competitive 
  • Proves your expertise and know how 
  • Offers you a unique opportunity to combine your IT skills with a business approach, thus making IT services more aligned with the corporate needs 
  • Increases your standing within the IT community 
  • ITIL® Benefits for the Organization: 
  • Increases cost-effectiveness and productivity, through a methodical and consistent service delivery 
  • Improves customer service delivery through measurable and clearly defined processes 
  • Improves ROI of IT services through the use of proven best practice processes 
  • Offers greater visibility of IT costs and IT assets 
  • Reduces cost of recruitment and training - hiring ITIL qualified people is easier

Prerequisite Knowledge

The certification has no prerequisites, and anyone with an interest in the subject matter can sit for this exam. ITIL Foundation certification exam prep can be accomplished via classroom or distance learning options, as well as via self-study. There is no requirement for you to complete a training course before you sit for the Foundations exam.

Who can benefits ?


  • A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
  • The guiding principles of ITIL 4
  • The four dimensions of Service Management
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Opportunity Scope

Mentor shall discuss on classroom.

Modules / Chapter

1. Understand the key concepts of service management

1.1 Recall the definition of:

a) Service

b) Utility

c) Warranty

d) Customer

e) User

f) Service management

g) Sponsor

1.2 Describe the key concepts of creating value with services:

a) Cost

b) Value

c) Organization

d) Outcome

e) Output

f) Risk

g) Utility

h) Warranty

1.3 Describe the key concepts of service relationships:

a) Service offering

b) Service relationship management

c) Service provision

d) Service consumption

2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

2.1 Describe the nature, use and interaction of the guiding principles

2.2 Explain the use of the guiding principles

a) Focus on value

b) Start where you are

c) Progress iteratively with feedback

d) Collaborate and promote visibility

e) Think and work holistically

f) Keep it simple and practical

g) Optimize and automate

3. Understand the four dimensions of service management

3.1 Describe the four dimensions of service management 

a) Organizations and people

b) Information and technology

c) Partners and suppliers 

d) Value streams and processes 

4. Understand the purpose and components of the ITIL service value system

4.1 Describe the ITIL service value system

5. Understand the activities of the service value chain, and how they interconnect

5.1 Describe the interconnected nature of the service value chain and how this supports value streams 

5.2 Describe the purpose of each value chain activity:

a) Plan

b) Improve

c) Engage

d) Design & transition

e) Obtain/build

f) Deliver & support

6. Know the purpose and key terms of 15 ITIL practices

6.1 Recall the purpose of the following ITIL practices:

a) Information security management

b) Relationship management

c) Supplier management

d) IT asset management

e) Monitoring and event management

f) Release management

g) Service configuration management

h) Deployment management

i) Continual improvement 

j) Change control

k) Incident management

l) Problem management

m) Service request management

n) Service desk

o) Service level management

6.2 Recall definitions of the following ITIL terms:

a) IT asset

b) Event

c) Configuration item

d) Change

e) Incident

f) Problem

g) Known error

7. Understand 7 ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

a) Continual improvement including:

- The continual improvement model

b) Change control

c) Incident management

d) Problem management

e) Service request management

f) Service desk

g) Service level management

Enquiry Form

Required fields are marked (*).

(Max 350 words only)

Contact Information

  • Address

    Anamnagar - 32 Kathmandu, Nepal

  • Email

  • Phone

    +977-1-4102721, 4102722, 4244804

  • Opening Hours

    10 AM - 5 PM

Registration Form

Required fields are marked (*).

(Max 350 words only)

Contact Information

  • Address

    Anamnagar - 32 Kathmandu, Nepal

  • Email

  • Phone

    +977-1-4102721, 4102722, 4244804

  • Opening Hours

    10 AM - 5 PM


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