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Service and project management / ITIL®
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ITIL® 4 Foundation Practice

Online
3 days
German
Download PDF
€ 1.290,-
plus VAT.
€ 1.535,10
incl. VAT.
Booking number
33874
Venue
Online
3 dates
€ 1.290,-
plus VAT.
€ 1.535,10
incl. VAT.
Booking number
33874
Venue
Online
3 dates
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ITIL® 4 Foundation is the basic certification according to the current ITIL® standard and the central building block for specialists and managers in IT service management. This course combines targeted preparation for the exam with practical, illustrative exercises and case studies in the virtual learning group. You will not only learn the exam knowledge, but also how to use the numerous methods and best practices from the ITIL® framework in your daily work and thus professionalize IT service management in your company. The certification exam is included in the course fee.
Contents

ITIL® is the central framework for the management of IT-supported services and serves to create value and promote corporate success in the digital age. ITIL® 4 is the consistent further development of ITIL® v3 (2011), taking into account current and future requirements in companies such as agile management, lean organization and DevOps. The course content and learning objectives are based on the official syllabus of Axelos Limited.

 

1. introduction to service management with ITIL® 4

  • ITIL® Service Management in the modern world
  • Introduction to the ITIL® 4 Framework
  • Two case studies "Axle Car Hire" and "The CIOs Vision for Axle"

2. the ITIL® 4 service management concept and service lifecycle model

  • Value and value co-creation
  • Service, products and resources
  • Service Relationship
  • Results, costs and risks

3. guiding principles and dimensions in ITIL® 4

  • The guiding principles of ITIL® 4 presented in detail
  • What needs to be considered when applying the guiding principles

4 The four dimensions of IT service management according to ITIL® 4

  • Organization and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors and the Pestle model

5. the ITIL ® 4 Service Value System (SVS) and its components

  • Overview of the Service Value System
  • Overview of the service value chain

6. continuous improvement processes (CIP)

  • Introduction to continuous improvement
  • The Continuous Improvement Model according to ITIL® 4
  • The connection between continuous improvement and the guiding principles

7. overview of the ITIL® Practices

  • General management practices
  • Service Management Practices
  • Technical management practices
  • The benefits of ITIL®
  • Change Control
  • Incident Management
  • Problem management
  • Service Request Management
  • Service Desk Practice
  • Service Level Management Practice
  • Exercise on a service value stream
  • 8 ITIL® 4 Foundation: Exam preparation

 

Examination and certificate

 

You will receive your official ITIL® 4 Foundation certificate after successfully completing the online exam. You do not take the online exam directly after completing the course, but at a date of your choice with the official exam provider PeopleCert. The exam can be booked and taken in either German or English - the official literature in both languages is part of the course.

 

Exam fee: The costs for the one-off participation in the exam are included in the course fee. You will receive a voucher for the online exam by email directly from the official PeopleCert examination center a few days before the course starts. 

 

Book an exam date: You can redeem the exam voucher on the PeopleCert website and register for an available exam date of your choice.

 

Exam procedure: The online exam consists of 40 multiple-choice questions that must be answered within 60 minutes. The success rate for passing the exam is 65% (26 points out of 40). No aids are permitted. The exam is supervised by a PeopleCert invigilator and a computer with microphone and camera is required for participation. We recommend that you take the exam on a private PC or notebook, as company computers are often subject to certain restrictions and may not allow you to take the exam on the booked date.

 

For more information about the exam, take a look at the PeopleCert website: https://www.peoplecert.org/ways-to-get-certified/web-based-exam-driver-guidelines.

 

Take2 option: Would you like to play it safe and book a second chance to take the exam? The affordable Take2 option allows you to take a repeat exam if you fail the first exam without having to pay the full price for the new exam. If required, you can book this option yourself in your PeopleCert account before you register for the first exam. You have a maximum of six months from the date of the first exam to prepare for and take the retake exam.

Your benefit

You prepare specifically for the ITIL® 4 Foundation certification exam and certify yourself as an ITIL® Expert.

 

You will develop an understanding of the ITIL® key concepts and learn how modern IT and digital service organizations work.

 

You will learn how the ITIL® guidelines can help your company and how to introduce and continuously adapt ITIL® service management.

 

You will develop in-depth knowledge of the four dimensions of ITIL® service management and build a scalable, adaptable and efficient service organization.

 

You will get to know the components of the ITIL® Service Value System and learn how to implement the activities of the Service Value Chain.

 

You will gain an understanding of cultural or behavioral principles and how they benefit the entire organization.

 

Using case studies and exercises, you will learn how to implement the ITIL® methods in your company and what you need to bear in mind.

trainer
Dörte Jaskotka
Adrian Probst
Sascha Bosshard
Andreas Gapsch
Patrick Sommer
Methods

This training training consists of a two-day interactive online training course with presentations, case studies and group exercises. It is conducted in a group of a maximum of 12 participants using the Zoom video conferencing software. Individual support from the trainers is guaranteed.

 

Our recommendation: reserve the evenings on the training days for follow-up and consolidation of knowledge or for small homework assignments. Both contribute significantly to exam success.

Final examination
Recommended for

This training course is aimed at anyone who works in service management and would like to obtain a recognized certification as an expert.

 

ITIL® 4 Foundation offers helpful knowledge in many areas - not only in service management, but also in IT management, IT project management, IT product management and IT support.

 

This course and the accompanying certification is a prerequisite for the advanced certifications ITIL® 4 Specialist, ITIL® 4 Strategist, ITIL® 4 Managing Professional, ITIL® 4 Leader and ITIL® 4 Master.

 

Prior knowledge of ITIL® or comparable frameworks is not required.

Start dates and details

Form of learning

Learning form

25.6.2025
Online
Fully booked
Implementation secured
Online
Fully booked
Implementation secured
10.11.2025
Online
Few places available
Implementation secured
Online
Few places available
Implementation secured
3.12.2025
Online
Few places available
Implementation secured
Online
Few places available
Implementation secured

ITIL® is a registered trademark of Axelos Limited, used with the permission of Axelos Limited. All rights reserved.

 

This training is conducted in cooperation with the accredited training organization Digicomp Academy AG.
For the purpose of conducting the training, participants' data is transmitted to Digicomp Academy AG and processed there under its own responsibility. Please take note of the corresponding privacy policy.

Do you have questions about training?
Call us on +49 761 595 33900 or write to us at service@haufe-akademie.de or use the contact form.