SM ITIL®4 Foundation Plus

Course Code: Q4ClaITSM234


4 Day(s)

Course Type

Private only

Max Delegates


Delivery Style


Face to Face only


Start your journey with the latest version of the world's most used Service Management framework.

This course provides a broad-based view of the ITIL®4 framework's approach to Service Management and will put your Service Management skills to the test with our Apollo13 Simulation business game.

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If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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Who is this course for

This course is for anyone that needs to know more about the latest version of the world's most used Service Management framework. Delegates that are involved with an organisation that practices IT Service Management (ITSM) or hope to be should start here. Delegates that already hold an ITIL v3 Foundation certificate but haven't taken their studies further should also start here as this course expands on their existing knowledge and takes it in new directions.

N.B. If a candidate has more than 6 points from the existing ITIL v3 qualification scheme and is anticipating completing ITIL v3 Expert or ITIL 4 Managing Professional qualifications, they may not need to attend this course; although it would still be beneficial.

Purpose of the course

To start your journey with the very latest in ITSM best practice and gain a broad understanding of what ITIL 4 is all about, including a chance to gain the ITIL 4 Foundation Certificate.

Delegates taking part in an Apollo 13 Business Game take on the responsibilities of Mission Control in Houston. Their mission: bring the crippled spacecraft and its crew safely home.

As the simulation evolves delegates will realise the importance of aligning people and processes to create a coherent ITSM function.

You will learn how to

  • Explain what ITIL4 is and why it is beneficial to a wide range of organisations

  • Understand what is meant by Service and Service Management and how they contribute to the creation of value in an organisation

  • Engage with the ITIL4 Guiding Principles and demonstrate how they support fundamental aspects of service management

  • Describe and use the Four Dimensions of Service Management

  • Recognise and use the Service Value System and Value Stream Mapping to enhance service delivery

  • Understand the ITIL4 Value Chain

  • Gain insight into the general ITIL4 Practices

  • Understand key ITIL4 practices in more depth

  • Work as a team to design and implement effective processes

  • Understand how ITSM theory works in practice

  • Appreciate the interdependencies of processes & their impact on business continuity

  • Run a successful awareness campaign to overcome resistance to change within your organisation

  • Ensure good design improves the performance of the service department


There are no specific pre-requisites but some appreciation of the ideas and principles of services may be useful. No specific knowledge of IT is required or assumed but again, some basic appreciation of how services are now often presented, especially digitally, may be useful.

Benefits for you as an individual

Delegates attending this course will achieve a greater understanding of the service delivery practices being used and emerging in the digital age and be prepared for the changes in digital delivery. Passing the associated exam will provide them with a recognised industry qualification.

The business game will really help bring ITSM to life for you. Whether you have prior experience of frameworks such as ITIL® or CoBIT, or are entirely new to ITSM, Apollo 13 will give you the confidence to make changes that will make you, your team and your entire business more efficient.

Benefits for your organisation

Organisations that are using, or looking to use, progressive management practices in ITSM will gain employees with a rounded view of how ITIL4 fits into this, how this applies to the organisation and what benefits this can bring. It will contribute to organisational change initiatives in introducing new thinking and practices in the organisation.

Successful implementation of ITSM ensures that stewardship of your company's most important resource, its information, is managed in an effective and efficient manner.
Apollo 13 will not only give your team the basic skill necessary to implement ITSM but also give them a practical demonstration of its importance.

Introduction to Service Management

  • Key Service Management and ITIL4 Concepts
    • Defining Value and its relationship with stakeholders
    • Service relationships and co-creation of value
    • Understanding Service Offerings and Products
    • Balancing Outcomes, Value, Costs and Risks
    • The 4 Dimensions of Service Management
      • Organisations and People
      • Information and Technology
      • Partners and Suppliers
      • Value Streams and Processes

The ITIL4 Guiding Principles

  • Introduction to the Guiding Principles
  • Understand and apply each of the 7 Guiding Principles

ITIL4 Service Management Practices

  • Introducing the 3 areas of Practice
  • Key practices in ITIL4
    • Incident Management
    • Problem Management
    • Change Control
    • Service Request Management
    • Service Level Management
    • Service Desk
    • Continual Improvement
  • Overview of other practices in ITIL4

The ITIL4 Service Value System (SVS)

  • Understanding the role of the Service Value System
  • Elements of the ITIL4 SVS
    • Guiding Principles
    • Governance
    • Service Value Chain
    • Practices
    • Continual Improvement
  • Service Value Chain
    • Understanding the Elements of the Service Value Chain
    • Practices and their role in the Service Value Chain
    • Using the Service Value Chain to identify and map Value Streams

Service Design

  • Testing
  • Availability management
  • Financial management
  • Capacity management
  • Security management
  • Time, cost and quality

Service Operations

  • Incident management
  • Problem management
  • Configuration management
  • Knowledge management

Additional Exam Information

The AXELOS ITIL4 Foundation Certificate exam takes the following form:

    • Multiple choice, closed book

    • 60 minutes, 40 questions

    • 26/40 or 65% required to PASS

If you are attending a Face to Face course your exam will be taken during your course.

If you are attending a Virtual course your exam will be proctored live online using PeopleCert’s Exam Shield software. You can find additional information regarding PeopleCert’s online exam requirements Here including installing Exam Shield on their website.

Please note – it is compulsory to purchase the exam, although discretionary whether you take it.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.

Please note – it is compulsory to purchase the exam, although discretionary whether you take it.


There will be pre-course work in the form of reading and other media available on the Quanta Learn Portal. It is ESSENTIAL that this is done and referred to prior to the course. It is anticipated that at least 3 hours, and preferably more time, are set aside in order to do this.

There will be homework in the evening of day 1, including a sample paper for practice prior to the exam.

I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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