5 evenings
Exam voucher


Having trouble getting away from work to attend a course? There’s no more excuses! Normally a two-day intensive course, we will be running an evening Upgrade to ITIL 4 course from Monday to Friday, 6:00pm to 9:00pm AEDT, exam included.

Upgrade your existing ITIL v3 skills and knowledge to ITIL 4 which is built on the established core of best practice in the ITIL guidance, and earn the ITIL 4 Foundation Certificate in IT Service Management in five evenings!

ITIL is the most widely adopted approach for IT Service Management in the world. ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.

Our ITIL 4 upgrade course is designed to help participants who already have a solid comprehension of ITIL v3 and have attained the ITIL v3 Foundation Certificate gain an understanding of what’s new and different in the ITIL 4 principles and relate ITIL 4 to their own work environment. The course will inspire participants to serve as a change champion by sharing and using what they have learned, and continue to learn, about ITIL 4 to lead and mentor others.

This course includes the ITIL 4 Foundation Handbook, containing practical material for reference back in the workplace.

Note that there is no bridging exam for ITIL 4 – it is the same exam for both the standard Foundation course and this Upgrade course.

This course pricing includes a voucher for the ITIL 4 Foundation Exam which can be taken via remote proctor. It is a 60 minute exam, with 40 multiple choice questions and a pass mark of 65%. Practice exam papers are provided in the course, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info
  • Core concepts, definitions and terminology of ITIL 4
  • The ITIL Certification path
  • The Guiding Principles
  • Service Value System
  • Overview of ITIL Practices
  • Structure and benefits of ITIL 4
  • Service Management: Key Concepts
  • The Four Dimensions of Service Management
  • Continual Improvement
Skills Gained
Key Topics
Target Audience
Industry Association Recognition

Skills Gained

After completing this ITIL training course, students will:

  • Understand the key differences between ITIL v3 and ITIL 4
  • Understand the four dimensions of ITIL service management
  • Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect
  • Learn the various ITIL practices that are new to ITIL 4 and how they contribute to value chain activities

Key Topics

Introduction to the core concepts of ITIL 4

Key definitions and terminology of the ITIL 4 model

Structure and benefits of ITIL 4

The ITIL Certification path

Service Management: Key Concepts

  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks

The Guiding Principles

  • The Seven Guiding Principles
  • Applying the Guiding Principles

The Four Dimensions of Service Management

  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors and Pestle Model

Service Value System

  • Overview of Service Value System
  • Overview of the Service Value Chain

Continual Improvement

  • Introduction to Continual Improvement
  • The Continual Improvement Model
  • Relationship between Continual Improvement and Guiding Principles

Overview of ITIL Practices

  • Purpose of ITIL Practices
  • The Continual Improvement Practice
  • The Change Control Practice
  • The Incident Management Practice
  • The Problem Management Practice
  • The Service Request Management Practice
  • The Service Desk Practice
  • The Service Level Management Practice

Target Audience

The Upgrade to ITIL 4 Foundation course fundamentally targets the participants in the IT and business domains who are already accredited in ITIL v3. This course and the related certification can be beneficial for the following roles:

  • IT Managers
  • Support Team Leaders
  • Technical Support staff
  • Service Owners
  • Architects
  • Project Managers
  • Vendor Managers
  • Service Desk Supervisors
  • Process Owners
  • Change Managers
  • Service Level Managers
  • Problem Managers
  • Operations Managers
  • IT Consultants
  • IT Developers
  • Service Providers
  • System Integrators
  • Managers who interact between the business and IT

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please call us at +632 8244 2098 or email [email protected]


This course is designed specifically for students who already have their ITIL v3 Foundation Certificate and will not cover content that was already covered in ITIL v3, therefore students MUST have passed the ITIL v3 Foundation Certificate in IT Service Management before attending this course.
DDLS will be enforcing this prerequisite.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 14 hours
  • Professional Development Units (PDUs): 14 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 5 points
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The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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