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ITIL® 4 Virtual Classroom Training

Our virtual training is streamed live (not pre-recorded) with an accredited trainer in real-time – otherwise referred to as Virtual Instructor Led Training (VILT). Brought to you by experienced trainers based on our market leading materials and content.

Our trainers are based in real training rooms complete with audio visual equipment. We apply best practices incorporating a modular approach with frequent activities, visual engagement, appropriate pace and relevant dynamic learning to add value.

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About this Course

ITIL® (Information Technology Infrastructure Library) is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organisations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

ITIL supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs. ITIL provides comprehensive, practical and proven guidance for establishing a service management system, providing a common glossary of terms for businesses using IT enabled services.

The ITIL approach enables individuals and organisations that use IT to realise business change, transformation and growth.

The ITIL 4 value proposition

We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is an increasingly fast-paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do, and ready to adopt new ways of working to succeed. ITIL 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also by a wider range of professionals working in the digital world.

ITIL 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation.

Who is this course for?

This course has been designed for all levels of staff within an IT Service Delivery Organisation:

  • IT Managers
  • Support Team Leaders
  • Service Desk Supervisors
  • Change Managers
  • Service Level Managers
  • Operations Managers
  • Problem Managers

Course Information

Qualification: ITIL Foundation Certificate
Nominal Days: 2 days

Course Objectives

The objectives of this course are to:

  • Introduce you to the management of modern IT-enabled services
  • Provide you with an understanding of the common language and key concepts relating to ITIL
  • Show you how your organization and your work can improve with the ITIL 4 guidance
  • Sit the ITIL 4 Foundation exam

Key Topics

Overview of Service Management
Exploration of what is meant by ‘service’ and the four dimensions of service management. Key concepts of service relationships.

Creating value
Key concepts associated with value creation.

The ITIL Service Value System (SVS)
The core components of the SVS. Exploration of how the service value chain supports each service value stream.

The ITIL practices
Overview of 18 ITIL practices, such as Relationship Management and Supplier Management. In-depth review of how 7 key practices, such as Service Desk and Problem Management, fit within the service value chain.

ITIL guiding principles
Determine how the ITIL guiding principles can help an organisation adopt and adapt service management.

How this course is delivered

Trainers of this course will use a practical delivery approach to provide participants with a ‘hands-on’, multi-faceted and challenging learning experience.

Courses are facilitated by our expert team and can be conducted onsite, at our premises or virtually. All courses can be customised to suit your requirements.

Materials: A comprehensive participant workbook is provided for the Foundation course.

Outcomes and Certification Eligibility


The course includes the foundation examination which consists of:

  • 40 multiple choice questions
  • 65% pass mark (26/40)
  • 60 minutes duration
  • Closed book

Online proctored exam taken after the course. On completion of the Foundation virtual training, you will receive an invitation to book your Foundation exam. You have 6 months to sit the exam online. Please check availability when making your booking.

ITIL Membership

All candidates who pass the ITIL Foundation exam are eligible to claim a one-year ITIL membership.

Course Prerequisites

This is an entry level certificate so there are no prerequisites for this course.

Course Dates

View all scheduled virtual classroom courses

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What do you mean by virtual training?

When we refer to virtual (classroom) training we are meaning just that: delivering live training (not pre-recorded) with a trainer to wherever you are real-time – otherwise referred to as Virtual Instructor Led Training (VILT). Our trainers are based in actual training rooms complete with training and AV equipment.

What will I experience during a virtual training session?

Your virtual classroom trainer has access to a variety of options to ensure effective communication and learning, both individually and as a group, including:

  • Changing how webcams are viewed
  • Screen sharing to display a document, presentation or other training content
  • Changing the view to make an attendee the presenter
  • Conducting polls and tests
  • Splitting the classroom into small groups for activities
  • Uploading materials

How do I interact with the trainer? Other attendees?

Collaboration and actively participating in a training session are essential. You can:

  • Raise and submit questions/comments to the trainer or other attendees
  • Use shared apps and drawing tools to collaborate with the whole group
  • Participate in ‘breakout’ rooms for activities/small group discussions
  • Share the trainer’s keyboard and mouse control

Note: Drawing tools, shared keyboard/mouse control and multi-monitor screen sharing are available on the installed desktop app only.

How long will a session be before I can have a break?

As virtual training is a very different experience to face-to-face training, each virtual session will be a maximum of 90 minutes (many sessions will be shorter), followed by a break. Your trainer will confirm the timings of breaks at the start of each day.

What are the system and software requirements?

System requirements

Desktop app option Web browser option
Operating system Windows 7 – 10
MacOS X 10.9 (Mavericks) – MacOS Mojave 10.14TM
Operating system
Internet connection 1Mbps or better (broadband recommended)
Hardware 2GB or more of RAM
Microphone and speakers* (headset recommended)
Microphone and speakers* (headset recommended)
Software GoToTraining® desktop app, Javascript™ enabled Google Chrome (most recent 2 versions)

*It is recommended that you use a wired headset with VoIP to ensure optimal audio quality and to minimise audio feedback. If necessary, you are able to use your phone to dial in to the audio connection.

Software used

We are currently using GoToTraining® by LogMeIn. As a training course participant, you do not need a GoToTraining account. Before the training starts you will be sent an email with a link to join the course. When you join the course, you will be prompted to download the GoToTraining software.

How secure is GoToTraining®?

The session is completely private and secure and features end-to-end Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on the system.

I require an invoice before payment is processed – can I still book this course online?

Yes. Simply select ‘invoice’ from the payment options during the checkout process and one of our consultants will be in contact to organise payment.

Is this a certified course?

Yes. The exam is undertaken on the final day of the course. Upon passing the exam you will be certified.

Is the exam fee included?

Yes. The exam fee is included in the course cost.

Do you offer a Take2 (re-sit option)?

Yes. You can purchase the PeopleCert Take2 exam re-sit option through us prior to taking your initial exam.

What are the online exam requirements?

Please refer to PeopleCert FAQ to view information (including system requirements) for web-proctored online exams.