ITIL 4 Foundation (PM2188)

ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.

This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.

This course is accredited by PeopleCert.


Applicable solutions

Public class

Virtual classroom
Planned datePlanned date
August 5 2024
Virtual classroom
Planned datePlanned date
September 2 2024
Virtual classroom
Planned datePlanned date
October 7 2024
Virtual classroom
Planned datePlanned date
November 18 2024
3 days / 21 hours

Private class

Virtual classroom
Minimum no. of participants: 5
3 days / 21 hours
Price on request
English or French
Training plan: 

Lesson 1: ITIL 4 Overview

  •  Introduction to ITIL
  •  Key Concepts of ITIL

Lesson 2: The ITIL Framework

  •  The Four Dimensions of Service Management
  • The ITIL Service Value System

Lesson 3: The 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

Lesson 4: The ITIL Service Value System

  • Governance
  • The Service Value Chain
  • Continual Improvement

Lesson 5: Key ITIL Practices

  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management

Lesson 6: Other ITIL Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

  • One year access to the class recording
  • Course material accessible in electronic format
  • One voucher to take the exam online
  • Certificate of attendance

Some level of work experience in IT service support or IT service delivery is highly recommended.

Credentials information: 
  • Preparing for ITIL 4 Foundation certification
  • Cost: $0 (included in your training)
  • Online with PeopleCert
  • 40 multiple choice questions
  • Passing score: 26/40 marks – 65%
  • Duration: 60 minutes

Contact us for more information on pricing::

Office: 1-888-718-9732
E-mail: info@eccentrix.ca

130, King Street West, Suite 1800
Toronto, Ontario M5X 1E3