This course contains the use of artificial intelligence. However, every lecture recording involves me, and I am fully involved in scripting and production. Be careful buying courses with instructors that don't appear in person. AI courses are becoming quite common on learning platforms.

This course is a complete, structured study program for the PeopleCert ITIL 4 Foundation (ITIL 4) exam. Built domain by domain against the official exam blueprint, it covers every topic area you need to understand before sitting for the exam. Each lesson is a narrated video that explains how concepts connect to each other and to real-world practice — not just what the definition is, but how a practitioner applies it.

This course is not affiliated with, endorsed by, or certified by AXELOS Limited or PeopleCert. ITIL® is a registered trademark of AXELOS Limited.

D1 — Key Concepts of Service Management (12% of the exam) — covers service, service management, and sponsor, customer and user — the two consumer roles that get confused, utility and warranty as definitions (fit for purpose / fit for use), value, outcome, and output — the distinctions the exam tests most, cost and risk — the two-sided view (removed from vs imposed on the consumer), organization, utility, and warranty in the value model, service offering — goods, access, and service actions, service provision and service consumption — who is responsible for what, service relationship management and value co-creation. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

D2 — The Seven Guiding Principles (15% of the exam) — covers what a guiding principle is — universal, enduring, self-reinforcing, how the principles interact, reinforce, and trade off, 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. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

D3 — The Four Dimensions of Service Management (5% of the exam) — covers organizations and people, information and technology, partners and suppliers, value streams and processes, the pestle external factors that act on all four dimensions. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

D4 — The Service Value System (SVS) (2% of the exam) — covers purpose and the five components of the svs (inputs, elements, outputs), governance, and how the svs counters organizational silos. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

D5 — The Service Value Chain (5% of the exam) — covers the operating model — how the svc converts demand into value via value streams, plan, improve, and engage, design & transition, obtain/build, and deliver & support. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

D6 — Purpose and Key Terms of 15 Practices (17% of the exam) — covers information security management, relationship management, supplier management, it asset management, monitoring and event management, release management, service configuration management, deployment management, it asset, configuration item (ci), and event, change, incident, problem, and known error. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

D7 — Seven Practices in Depth (42% of the exam) — covers continual improvement — the practice and the continual improvement model (7 steps), change enablement — standard, normal, and emergency changes; the change authority, incident management — prioritization, escalation, and major incidents, problem management — problems, known errors, and workarounds (and vs incident), service request management — fulfilling pre-defined user requests, service desk — the single point of contact and its empathy/ux role, service level management — slas, metrics, and the watermelon-sla trap. You will understand how each of these areas is tested on the exam and how they connect to real-world practice.

Every domain includes practice questions designed to mirror the style and difficulty of ITIL 4 exam scenarios, covering not just recall but application and analysis. The course closes with full-length practice exams with detailed answer explanations, so you can measure your readiness and focus your remaining study time where it matters most.

Major topics covered: service, service management, and sponsor, customer and user — the two consumer roles that get confused, utility and warranty as definitions (fit for purpose / fit for use), value, outcome, and output — the distinctions the exam tests most, cost and risk — the two-sided view (removed from vs imposed on the consumer), organization, utility, and warranty in the value model, service offering — goods, access, and service actions, service provision and service consumption — who is responsible for what, service relationship management and value co-creation, what a guiding principle is — universal, enduring, self-reinforcing, how the principles interact, reinforce, and trade off, 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, organizations and people, information and technology, partners and suppliers, value streams and processes, the pestle external factors that act on all four dimensions, purpose and the five components of the svs (inputs, elements, outputs), governance, and how the svs counters organizational silos, the operating model — how the svc converts demand into value via value streams, plan, improve, and engage, design & transition, obtain/build, and deliver & support, information security management, relationship management, ITIL 4