ITIL® V4 Foundation
Begin date
26 Aug 2019
Number of Classes
Course price
600 EUR

The ITIL® courses on this page are offered by ITSM CENTER d.o.o. ATO/Affiliate of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

Course description

The purpose of the ITIL® Foundation certificate in IT Service Management is to introduce tothe candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working. 


The target group of the ITIL® Foundation certificate in IT Service Management is: 

  • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
  • IT professionals that are working within an organisation that has adopted and adaptedITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.
  • Anyone who is looking to upgrade their ITIL v3 certification and knowledge.
    This may include but is not limited to, IT professionals, business managers and business process owners.

Course outline


  • What ITIL is and what it is not. Who is the owner and other general information.
  • What are the drivers for better IT Management, useful guidance and what are best practices.
  • Definition of Service, Service Management and IT Service Management.
  • Functions, Roles and Processes

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.
  • Optimize and automate.

4 Dimenions

  • Organizations and people.
  • Information and technology.
  • Partners and suppliers.
  • Value streams and processes

Service value system

  • Describe the ITIL service value system.
  • Describe the interconnected nature of the service value chain and how this supports value streams.
  • Describe the inputs, outputs and purpose of each value chain activity: Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support

ITIL practices

  • General Management Practices: Continual Improvement
  • General Management Practices: Information Security Management
  • General Management Practices: Relationship Management
  • General Management Practices: Supplier Management
  • Service Management Practices: Availability Management
  • Service Management Practices: Capacity and Performance Management
  • Service Management Practices: Change Control
  • Service Management Practices: Incident Management
  • Service Management Practices: IT Asset Management
  • Service Management Practices: Monitoring and Event Management
  • Service Management Practices: Problem Management
  • Service Management Practices: Release Management
  • Service Management Practices: Service Configuraion Management
  • Service Management Practices: Service Continuity Management
  • Service Management Practices: Service Desk
  • Service Management Practices: Service Level Management
  • Service Management Practices: Service Request Management
  • Technical Management Practices: Deployment Management

Contact person

Irena Ivanovska
Head of ITIL Training Department
+389 70 246 146, every working day 9:00-17:00


There are no formal criteria or pre-requisites for candidates wishing to attend this course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.

  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Understand the four dimensions of service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Know the purpose and key terms of 18 ITIL practices
  • Understand 7 ITIL practices


  • 60 minute exam duration (15 minutes additional for non-native english speakers)
  • 40 questions
  • Closed book
  • 26/40 required to pass = 65% pass mark


  • Payment in cash with payment slip or debit cards
  • Payment in installments with credit cards
  • Payment in installments without interest with credit cards of Stopanska Banka
  • Payment by invoice