I have obtained the ITIL Foundation qualification
📅 Date compiled: 2026-09-26
⚠️ Version information may change over time; refer to the PeopleCert website for the latest
Foundation is an entry-level course with no formal prerequisites — anyone can enrol. The course is split into 7 modules:
| Module | Topic | Key Content |
|---|---|---|
| Module 1 | Core Service Management Concepts | Value, value co-creation, value streams; organizations, service providers, consumers and stakeholders; products and services, outcomes, costs, risks, utility and warranty |
| Module 2 | The Four Dimensions of Service Management | Organizations & People, Information & Technology, Partners & Suppliers, Value Streams & Processes |
| Module 3 | Service Value System (SVS) | Integrates governance, the service value chain, practices, and continual improvement into a single model |
| Module 4 | The Seven Guiding Principles | Seven guiding principles, from “focus on value” to “keep it simple and practical” |
| Module 5 | The Service Value Chain | Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Module 6 | ITIL Practices Overview | Understand how ITIL 4 shifts from “processes” to 34 broader “practices” |
| Module 7 | Key Practices in Detail | Incident Management, Problem Management, Change Enablement, Service Desk, Service Request Management, Service Level Management (SLM) |
Course Features (typical ATO training):
- 🕐 2-day, 16-hour accredited instructor-led course; earn 16 PDUs
- 📚 Official PeopleCert digital materials + mock exams + scenario-based case exercises
- 🎓 Suitable for IT support, operations, project delivery, and business analysis backgrounds
The Four Dimensions explained:
1. Organizations & People — the culture must support goals and have sufficient people and capabilities
2. Information & Technology — the information, knowledge, and technology required for service management
3. Partners & Suppliers — suppliers and their relationships involved in service design, deployment, delivery, and support
4. Value Streams & Processes — whether departments work together in an integrated, coordinated way to create value