ITIL4 Foundation


ITIL4 Foundation

Get certified in the global standard for IT Service Management by the leading provider of certified ITIL training and exams.

This course provides IT leaders, practitioners, support staff and staff interfacing with the organization''s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL® Foundation Certificate Examination. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

Classroom students will take the ITIL® 4 Foundation certification exam in class on the last day. Students in live, instructor-led virtual sessions, On-Demand, and Blended Live sessions will receive a voucher to schedule their exam via webcam proctor at their convenience.


This course qualifies you for the following PMI® Professional Development Units (PDUs):

Classroom Live and Virtual Classroom Live

  • Leadership = 3
  • Strategic and Business Management = 12
  • Technical Project Management = 3

Total = 18

The course will help students to understand:

  • Key IT service management concepts
  • How ITIL® guiding principles can help and organization to adopt and adapt service management
  • The 4 dimensions of service management
  • The purpose and components of the service value system
  • The activities of the service value chain and how the interconnect
  • Know the purpose of key ITIL® practices
  • Preparation to sit the ITIL® 4 foundation examination

Anyone seeking ITIL® Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. 

All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

  • IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
  • Key concepts of value creation
  • Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
  • The nature, use and interaction of 7 ITIL® guiding principles; 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
  • The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
  • The ITIL® service value system
  • The service value chain, its inputs and outputs, and its role in supporting value streams
  • Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
  • Detail of how the following ITIL® practices support the service value chain:
    • Continual Improvement (including continual improvement model)
    • Change control
    • Incident management
    • Problem Management
    • Service request management
    • Service desk
    • Service level management
  • The purpose of the following ITIL® practices:
    • Information security management
    • Relationship management
    • Supplier management
    • Availability management
    • Capacity and performance management
    • Service configuration management
    • IT asset management
    • Business analysis
    • Service continuity management
    • Deployment management
    • Monitoring and event management
    • Release management

Upcoming Classes

Dates Location GTR  
May 24-26 (8:30am-4:30pm) EST Guaranteed to Run
Jun 6-8 (11:30am-7:30pm) EST Guaranteed to Run
Jun 13-15 (8:30am-4:30pm) EST Guaranteed to Run
Jun 21-23 (8:30am-4:30pm) EST
Jun 27-29 (8:30am-4:30pm) EST Guaranteed to Run
Jul 6-8 (11:30am-7:30pm) EST
Jul 11-13 (8:30am-4:30pm) EST
Aug 1-3 (11:30am-7:30pm) EST
Aug 8-10 (8:30am-4:30pm) EST
Aug 15-17 (11:30am-7:30pm) EST
Aug 22-24 (8:30am-4:30pm) EST
Aug 29-31 (8:30am-4:30pm) EST
Sep 12-14 (8:30am-4:30pm) EST
Sep 19-21 (8:30am-4:30pm) EST
Sep 26-28 (11:30am-7:30pm) EST


Whether you need assistance scheduling a class for yourself or for your group, GCA's Education Account Manager's will craft a customized training solution to meet the needs of your organization.