CTG Academy

ITIL® 4 Foundation


ITIL® 4 Foundation
Start Date:
9:00 AM - 5:00 PM
CTG Luxembourg ( lu )
Price excl. VAT:
€ 1.450
* Prices subject to VAT

day 1
day 2
day 3

As affiliate partner of Quint, CTG can propose the official ITIL® 4 Foundation track including examination.

It is a highly intensive three-day course for IT managers, team leaders and other IT professionals who need an understanding of the ITIL® 4 framework and how it can be used in your digital transformation journey. It provides an understanding how the ITIL® best practice can be adopted and adapted within an organisation, achieving a lasting value proposition.

The course focuses delegates on end-to-end service quality and consumer value. It provides an insight into current Service Management thinking as well as preparing delegates for the ITIL® 4 Foundation Certificate in IT Service Management examination.

ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

IT Infrastructure Library is a [registered] trade mark of AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.



Course Objectives

The training has the following objectives:

  • Prepare delegates for the Foundation certificate in IT Service Management
  • Give an overview of the contents of ITIL®: key concepts, definitions, terminology, processes, functions and roles
  • Understand the Value Chain and how it connects the organisation in the value delivery
  • Give an overview of the 4 dimensions, Service Value System, Guiding Principles and main practices linked into the Service Value Chain
  • Relate the ITIL® 4 framework approach to day-to-day IT activities and your digital journey
  • Introduce the connected value driven organisation
  • Understand the benefits that Service Management can bring to an organisation and to the whole IT staff.

This course consists of formal lecturing, discussions, exercises and mock exams. Evening self-study will also be required to prepare for the actual foundation exam. The ITIL® 4 Foundation Certificate in IT Service Management

Examination is organized on the last afternoon. It is a one-hour, 40 questions, multiple-choice examination requiring 26 out of 40 (65%) to pass. The course is accredited and follows the official syllabus.

Typical Audience

This course is intended for anyone involved in service management and quality matters, including service desk and support engineers, IT team leaders, IT managers, change managers, infrastructure managers, service managers, ITSM consultants and quality managers.

Course Prerequisites

There are no specific prerequisites. However we strongly recommend that participants are ITIL® aware and have at least 6 months experience in working in an IT organisation. A good understanding of English is required.

Course Delivery

Throughout the course, an accredited ITIL trainer and Service Management expert provides lectures and gives exercises based on real world projects and the use case which is provided in the syllabus. Different mock exams ensure an optimal preparation for the real certification exam.

The course can be given in English or Dutch. Course material is in English. The course and the exam are provided in cooperation with our ATO partner Quint.

Course Venue

The course duration is 3 days. The exam is organized at the end of the 3rd day and is a one-hour multiple-choice exam. This course can be given at the client’s premises or at CTG training academy.

Course Administration


€ 1450/person for 3 days. Exam fee, student workbook as well as the digital ITIL4 foundation book is included by default.

The foundation exam is an online certification under supervision of a remote PeopleCert proctor.

All prices are VAT excluded;

Lunch and beverages are included when opted for the onsite training at the CTG Academy.


By Participant: If a subscribed course participant postpones the attendence for the public courseto a later date, no cancellation costs apply. Note that the purchased voucher to take the remote exam remain valid for 1 year. A participant or a group that fails to attend, or that cancels a course without at least 15 working days written notice prior to the course start, is liable for the full subscription cost.

Replacement of a subscribed attendee by another participant after the ordering of the training material (typically 5 workdays), will be treated as a new subscription.

By CTG: CTG reserves the right to cancel a course at any time.

Course Logistics

All classroom courses begin promptly at 9am and are scheduled until 5pm.

All courses are organised at the CTG premises in Diegem (Belgium) or can be given at the client site and are available for groups as well. Please contact us if you wish further information.

The standard language of each course is English.

* Prices subject to VAT

* Prices subject to VAT

Course Outlines

  • Mod 1: Introductions, about the exam
  • Mod 1: ITIL Rationale, Agile, DevOps Key Concepts

Coffee Break

  • Mod 1: Key Components (Exercise 1)
  • Mod 2: Four dimensions and Guiding principles


  • Mod 2: Four dimensions and Guiding principles (Exercise 2)
  • Mod 3: Service value chain and Continual Improvement

Tea Break

  • Mod 3: Service value chain and Continual Improvement (Exercise 3)
  • Mod 4: General Management Practices overview
  • Mod 4: Service and technical management Practices overview

Coffee Break

  • Mod 4: Exercise 4
  • Mod 5: Change Control (Exercise 5a)
  • Mod 5: Incident Management (Exercise 5b)


  • Mod 5: Problem Management (Exercise 5c)
  • Mod 5: Service desk (Exercise 5d)
  • Mod 5: Service Level Management (Exercise 5e)

Tea Break

  • Mod 5: Service Request Management (Exercise 5f)
  • Recap and/or Mock Exam

We start with a recap session in which remaining questions can be handled and there is an opportunity to study.
In the beginning of the afternoon there is a final mock exam, followed by the official foundation exam.

Meet our trainers

CTG's trainers are experts in their domain and bring the course content based on their experience. Meet some of our trainers below.

Trainings Done
Happy People
Hours of Training
Cups of Coffee




CTG Belgium NV

Culliganlaan 1D
phone: +32 2 720 51 70
fax: +32 2 725 09 20


Buffalo,New York
300 Corporate Parkway
Suite 214N
Amherst, NY 14226
phone: +1 716 882 8000
fax: +1 716 887 7464

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