ITIL 4 Foundation Course introduces the fundamentals and key concepts of IT Service Management according to ITIL® 4, clarifying principles, practices and the service operating model. The training prepares participants to understand and apply the ITIL approach in an organisational context and to prepare for the ITIL 4 Foundation certification.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· Prerequisites· Programme· Exam & Certification· Other information· Benefits· Logistics· FAQs· Registration
Upcoming dates
Confirmed dates. Synchronous, live training. Interaction with the trainer and the group.
Live Online • next edition
Live Online • base price
Language: available in Portuguese or English
Training: Official AXELOS + exercises + mock exam
Exam: 1h
PROFESSIONAL LEVEL — practical application of methods in a professional context
Why this course exists
To create a solid foundation and a common language in ITIL 4, Service Management and value-oriented continual improvement.
Many organisations depend heavily on IT and digital services, but operate with inconsistent practices and divergent language between teams. This course establishes a fundamental and applicable level of knowledge in Service Management, supported by an internationally recognised framework (ITIL® 4), enabling professionals to understand, adopt and improve service management, aligning operations with strategy and with customer needs.
What this course enables you to do
Understand
Master the key concepts of service management — value, outputs/outcomes, co-creation, costs and risks — and the essential ITIL 4 terminology.
Apply
Apply the guiding principles and the four dimensions model to adopt and adapt ITSM in real contexts.
Map
Map the Service Value System (SVS) — governance, value chain, practices and continual improvement — and understand value chain interconnections, inputs and outputs.
Prepare for the exam
Recognise the 18 ITIL practices, go deeper into the core practices and prepare objectively for the official ITIL 4 Foundation exam.
Frameworks, standards and best practices addressed throughout the course
Key Service Management concepts
Guiding principles
Four dimensions
Service Value System (SVS)
Service Value Chain
18 ITIL practices — overview
Core practices — deeper coverage
Continual improvement
Governance and business alignment
Structured exam preparation
Value for the organisation
- Creates a common and operational foundation for teams that design, deliver and support services.
- Improves alignment between IT, business and suppliers, reducing noise and divergent interpretations.
- Supports continual improvement initiatives and professionalisation of service delivery, oriented to value.
- Strengthens the ability to measure and improve service performance, contributing to customer satisfaction and operational efficiency.
Introduction
The ITIL® 4 Foundation course is the first step towards certification in Service Management and is an essential credential for professionals who wish to improve the quality and consistency of services, aligning them with customer needs and business strategy.
The course presents the basic concepts, practices, activities, challenges and benefits across the service lifecycle, based on the Service Value System (SVS), the Service Value Chain and the four dimensions model of ITIL 4.
The training includes consolidation exercises, question-and-answer sessions and mock exams, preparing participants to successfully take the official ITIL 4 Foundation exam.
This Training Plan and all associated documents are protected by Copyright and registered as a literary work with IGAC.
General Objectives
At the end of this course, participants will be able to:
- Explain the key concepts of service management — value, outputs/outcomes, co-creation, costs and risks.
- Apply the ITIL guiding principles to adopt and adapt ITSM in real contexts.
- Describe the four dimensions of service management — organisations and people; information and technology; partners and suppliers; value streams and processes.
- Map the SVS — principles, governance, value chain, practices and continual improvement.
- Understand the activities of the service value chain and their interconnection — inputs and outputs.
- Recognise 18 ITIL practices — purpose and key terms — and understand the core practices in greater depth.
- Possess the knowledge required to successfully take the ITIL 4 Foundation certification exam.
Target Audience
- Professionals who wish to acquire fundamental knowledge of the ITIL framework and how it can be used to improve service management in an organisation.
- IT professionals working with organisations that have adopted or adapted ITIL and who need the knowledge to contribute to a continual improvement programme.
- IT professionals, business managers and business process owners — including, but not limited to, these profiles.
Prerequisites
There are no mandatory formal prerequisites. However, other specific requirements may apply, where relevant, depending on the quotation or proposal presented.
Programme
Introduction to the course
Introduction to ITIL 4: evolution, value and essential terminology
- What Service Management is and the role of ITIL 4
- Value, co-creation, outputs/outcomes, costs and risks
- Essential terminology and objectives of the Foundation level
ITIL 4 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
- Optimise and automate
The four dimensions of service management — systemic view
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Service Value System (SVS) and Service Value Chain
- SVS components: principles, governance, value chain, practices and continual improvement
- Value chain activities: interconnections, inputs and outputs
- How to structure end-to-end value in service delivery and support
ITIL practices: overview and deeper coverage
- Overview of the 18 ITIL practices — purpose and key terms
- Deeper coverage with applied examples: incidents, problems, changes, requests, configuration/CMDB, service levels and continual improvement
Exam preparation
- Mock exam + guided review
- Response strategy, time management and domain focus
- Study plan until the exam
Exam(s) and Certification
Exam “ITIL 4 Foundation”
The exam is aligned with the ITIL 4 Foundation Syllabus areas:
- ITIL4FND01: Understand the key concepts of service management
- ITIL4FND02: Understand how the guiding principles support the adoption and adaptation of service management
- ITIL4FND03: Understand the four dimensions of service management
- ITIL4FND04: Understand the purpose and components of the SVS
- ITIL4FND05: Understand the activities of the service value chain and how they interconnect
- ITIL4FND06: Know the purpose and key terms of 18 ITIL practices
- ITIL4FND07: Understand the core ITIL practices
Language(s): English.
Duration: 60 minutes.
Format: Multiple choice.
Number of questions: 40 questions.
Pass mark: 65% (26/40).
Exam type: Closed book.
Scheme owner (ITIL® 4): AXELOS®.
Certification issuing entity: PeopleCert®.
Certification
Successful completion of the exam enables participants to achieve the ITIL 4 Foundation certification in Service Management.
The certificate/diploma will be issued in accordance with the applicable official scheme.
Other Information
General Information
- Training available in Portuguese or English.
- Official online training resources in English, with online access, including course slides, videos, quizzes and 2 mock exams.
- Official ITIL 4 Foundation e-book (AXELOS), when applicable in the official package made available.
- Behaviour digital Training Attendance Certificate with 24h and CPD/CPE credits, when applicable.
- Online Certification Exam in English.
- Certification Diploma/Certificate after passing the exam.
Trainer(s)
Benefits
View benefits
- Improves customer satisfaction through a more professional approach to service delivery.
- Improves IT-enabled services, including IT services, through proven processes and best practices.
- Improves ROI and efficiency in service delivery and support.
- Improves third-party service delivery and coordination with suppliers.
- Increases team competence, capability and productivity, reinforcing operational consistency.
- Reduces cost per incident and hidden costs that increase total cost of ownership.
- Improves asset utilisation, cost visibility and performance measurement benchmarks.
Logistics
Useful information
- Live Online (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- Classroom (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- 21 hours of synchronous training, distributed across 3 consecutive days
- Estimated 3 hours of guided autonomous work, intended for content consolidation and exam preparation, completed flexibly outside synchronous sessions
- Requirements: computer with stable internet, browser, PDF reader and audio/video
Hotels in Lisbon
Frequently Asked Questions
Objective answers to the most common questions about the ITIL 4 Foundation course.
Does this course help me understand IT service from a broader perspective, not only from my specific area?
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
Registration
Complete the form to request your registration for the preferred edition. Check the upcoming dates.
Request more information
If you would like help to frame the course within your professional or organisational context, contact us and we will indicate the most suitable path.
Request Information
Companies: request a proposal
For team registrations, we provide volume conditions and a proposal tailored to the organisational need.
Request Proposal
This course may be attended by individual professionals. It may also be integrated into foundation pathways for teams seeking a value-oriented view of practices and improvement in service management.