What is ITIL 4 Foundation Exam?
ITIL 4 Foundation is the entry-level certification in the ITIL framework and provides a common language for IT teams, business managers, and service providers. It explains how IT service management supports business strategy, customer satisfaction, and digital transformation.
This version introduces a flexible Service Value System (SVS) and 34 management practices, showing how Lean, Agile, and DevOps concepts integrate with classic ITIL processes. By earning ITIL 4, candidates gain a solid understanding of how technology, people, and workflows combine to deliver and continually improve IT-enabled services in modern organizations.
Who should take the ITIL 4 Foundation Exam?
ITIL 4 Foundation exam suits a wide range of professionals:
- Experience level: Entry to mid-level IT staff and managers seeking a recognized service management credential.
- Typical candidates: IT support staff, service desk agents, operations managers, network/system admins, IT project managers, business relationship managers, and anyone in digital service delivery.
Prerequisites and recommendations
Official requirement: None. You can register without prior certifications.
Helpful background:
- Prior exposure to frameworks like ISO 20000 or COBIT is a plus
- At least 1 year of IT service or operations experience
- Familiarity with ITSM processes or Agile/DevOps concepts
Exam objectives and domains of ITIL 4 Foundation Exam
The exam measures understanding of ITIL key concepts, guiding principles, practices, and the service value system.
- Key Service Management Concepts – 15%
- ITIL Guiding Principles – 15%
- Four Dimensions of Service Management – 15%
- ITIL Service Value System (SVS) – 17%
- Service Value Chain Activities – 18%
- ITIL Management Practices – 20%
Objective details by domain
1. Key Service Management Concepts
- Value creation through services
- Stakeholders and service relationships
- Products, services, and resources
2. ITIL 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
3. Four Dimensions of Service Management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
4. ITIL Service Value System
- Governance, continual improvement
- Service value chain and practices
- Opportunity, demand, and value
5. Service Value Chain Activities
- Plan, improve, engage
- Design & transition, obtain/build, deliver & support
6. ITIL Management Practices
- Continual improvement practices
- Change enablement, incident management, problem management
- Service desk, service level management, deployment management
What changed in this version
- Broader focus: integrates Agile, DevOps, and Lean thinking.
- Emphasizes value streams over traditional lifecycle stages.
- New guiding principles and 34 management practices.
- Retired the rigid “process lifecycle” model of V3.
Registration and scheduling
- Create an account at PeopleCert.com
- Choose ITIL 4 Foundation, select an exam language and delivery mode (online or Pearson VUE test center)
- Pay and schedule a date
Pricing and vouchers
- Typical cost: US $295–$350 (varies by country).
- Student and military discounts available through authorized training partners.
- Corporate and bulk voucher programs can reduce per-seat pricing.
Policies you should know
- Valid government photo ID required
- 48-hour reschedule window (fees may apply)
- Exam must be taken within 12 months of purchase
Scoring and results
- Format: 40 multiple-choice questions
- Time: 60 minutes (75 if English is not your first language)
- Scoring: Each question = 1 point, scaled to 40.
- Passing score: 65% (26 correct).
- Results are displayed immediately; an official digital certificate is typically emailed within 48 hours.
Exam day and test experience
On-site: Arrive 30 min early, bring ID, lock away belongings.
Online: Webcam check-in, room scan, and live proctor.
Tips:
- One optional break if testing on-site.
- Use the on-screen flag to mark hard questions and revisit them.
- Spend no more than 90 seconds per question.
Study plan and resources
A balanced schedule keeps you focused without burnout.
Beginner Sample Plan (6 weeks)
- Weeks 1–2: Read the official ITIL 4 Foundation manual, watch intro videos.
- Weeks 3–4: Take chapter quizzes, join an accredited course, start flashcards.
- Week 5: Complete at least 3 full practice exams.
- Week 6: Review weak topics and test-taking strategy.
Experienced ITSM Professional (3 weeks)
- Week 1: Refresh on ITIL concepts and skim new SVS and practices.
- Week 2: Drill practice questions and focus on new Agile/DevOps areas.
- Week 3: Attempt timed mocks until consistently above 75%.
Recommended materials:
- Online communities and flashcards
- Official ITIL 4 Foundation book
- PeopleCert sample papers
- Accredited training providers
Certification validity and renewal
Valid for 3 years.
Renewal options:
- Earn 20 CPD credits through the MyAxelos subscription and renew online.
- Pass a higher-level ITIL exam (e.g., ITIL 4 Managing Professional)
Career outcomes After ITIL 4 Foundation Exam
- Typical roles: IT Service Desk Manager, Incident/Problem Manager, IT Operations Manager, Service Delivery Manager.
- Salary range: roughly US $70k – $110k depending on role and region (data from Payscale and Glassdoor).
- Benefits: better ITSM roles, promotions, and higher earning potential.
| Job Role | Key Responsibilities | Typical Experience Level | *Average U.S. Salary (approx.) |
|---|---|---|---|
| IT Service Desk Analyst | Handle incidents and service requests, escalate issues, maintain service records | 0–2 years | $55k – $65k |
| IT Support Specialist | Provide technical support, troubleshoot hardware/software, maintain user satisfaction | 1–3 years | $55k – $70k |
| Incident/Problem Manager | Oversee incident and problem management processes, identify root causes, ensure service continuity | 3–5 years | $80k – $95k |
| Service Delivery Manager | Ensure agreed service levels are met, manage client relationships, drive continual improvement | 4–6 years | $90k – $110k |
| IT Operations Manager | Lead IT operations teams, monitor infrastructure performance, manage escalations and budgets | 5+ years | $95k – $120k |
| Change/Release Manager | Coordinate and authorize changes, manage risk, ensure smooth deployments | 3–5 years | $85k – $105k |
| Business Relationship Manager | Align IT services with business goals, manage stakeholder expectations, measure service value | 4–6 years | $90k – $115k |
| IT Service Management (ITSM) Consultant | Advise organizations on implementing and improving ITIL-based processes | 5+ years | $100k – $130k |
Related or next-step certifications after ITIL 4 Foundation
ITIL 4 Managing Professional (deep dive into create, deliver & support)
ITIL 4 Strategic Leader (for business strategy and digital leadership)
Complementary options: COBIT, ISO 20000, or DevOps Foundation.
How this exam compares to similar certifications
COBIT 2019: Strong on governance and compliance; ITIL 4 is stronger in day-to-day service delivery.
ISO 20000: A management system standard; ITIL 4 is a practical framework and easier entry point.
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Frequently Asked Questions (FAQs)
How hard is the ITIL 4 Foundation exam?
Most candidates find it manageable with focused study. The exam has 40 multiple-choice questions and is designed for all skill levels, so reviewing the official guide and taking practice tests usually leads to success.
Do I need IT service management experience before registering?
No. There are no official prerequisites. Still, having 6–12 months of IT support or operations background helps you understand concepts faster.
How long should I study for ITIL 4?
Beginners usually need about 4–6 weeks. Experienced IT staff can often prepare in 2–3 weeks by focusing on practice exams and the key ITIL principles.
Can I retake the exam if I don’t pass?
Yes. You can reschedule a retake at any time. PeopleCert also offers an optional Take2 add-on that gives a free second attempt if your first try doesn’t pass.
How long is the ITIL 4 Foundation certification valid?
It stays valid for three years. Renewal is possible by earning 20 CPD points through a MyAxelos subscription or by passing a higher-level ITIL exam.
What salary can I expect after getting certified?
According to recent market data (Payscale, Glassdoor), certified professionals typically earn $70k–$110k USD, depending on role and location.
