PeopleCert ATOFoundationITIL 4 · 2026ITSM Standard
ITIL 4 Foundation
The world's most-adopted IT service management framework. ITIL 4 introduces the Service Value System, guiding principles and 34 management practices for modern IT operations.
⏱Duration: 3 days / 24 hrs
💻Format: Instructor-Led + Case Studies
🌐Delivery: On-site · Virtual · Hybrid
✅Pass rate: 98%
📅Next intake: 22 September 2026
🔁
Service Value System
Service Value Chain, guiding principles, governance and improvement
📜
34 management practices
From Incident, Change, Problem to Service Design and Knowledge
📊
Modern ITSM thinking
DevOps, Lean, Agile integration with ITIL practices
ITIL 4 Foundation is the world's most-adopted IT service management certification. It introduces the Service Value System (SVS), the seven Guiding Principles, four dimensions of service management, and 34 ITIL management practices.
Nexperts ITIL 4 is delivered with three deep MY case studies — a banking incident escalation, a public-sector change management transformation and a fintech problem management retrospective. Theory becomes practice.
ITIL 4 is not waterfall ITSM repackaged. It is a flexible operating model with DevOps and Agile integration. We coach the integration thinking, not just the practices.
The 2026 update strengthens DevOps integration, AI-augmented service desk patterns and continual improvement metrics. We teach with current MY enterprise ITSM transformation case studies throughout.
Who should take this course
💻
IT service desk staff
The credential most commonly required for L1/L2 service desk roles.
📈
Operations managers
Lead ITIL-aligned IT operations across application and infrastructure teams.
📋
Project / program managers
ITIL fluency complements PMP and Scrum credentials in IT contexts.
🏛️
Banking / GLC IT staff
BNM RMiT and MyDigital governance frameworks are ITIL-aligned.
📚
Pre-DevOps engineers
Modern DevOps culture builds on ITIL practices — not replaces them.
🎓
Career switchers
ITIL Foundation is the lowest-barrier credential to enter the IT service domain.
Prerequisites
✓ No formal prerequisite
✓ Familiarity with IT operations helpful
✓ Curiosity about service management thinking
✓ Comfort with English-language exam materials
→ No IT background? ITIL Foundation is genuinely accessible. Ask us about our pre-ITIL primer.
Course Curriculum
Five domains. ITIL 4 end-to-end.
ITIL 4 Foundation covers Key Concepts, Guiding Principles, Four Dimensions, Service Value System and Management Practices. We deliver as a continuous transformation story, not a slide-deck.
Hands-On Case Studies
3 deep case studies. Realistic MY context.
Three deep case studies — a banking incident escalation, a public-sector change management transformation, and a fintech problem-management retrospective. You discuss, decide and defend in groups.
01
Banking Sev-1 Escalation
Run an incident from detection through resolution. Document timeline.
Incident
02
Public-sector Change Migration
Plan a CR for a federal portal migration. Apply Change Authority levels.
Change
03
Fintech Problem Retrospective
Run a problem retro after a recurring outage. Identify root cause.
Problem
04
CMDB Hygiene Sprint
Audit a CMDB. Identify 5 hygiene issues. Plan remediation.
Config
05
SLA Negotiation
Negotiate a realistic SLA between IT and finance.
SLA
06
Service Desk Escalation Tree
Design a 3-tier service desk escalation tree.
Service Desk
07
Continual Improvement Plan
Run a CI workshop on a chronic issue. Document KPIs.
CI
08
Service Value Stream Mapping
Map a value stream for a banking customer journey.
Value Stream
09
Final Capstone
Pitch an ITIL transformation roadmap to a fictional CIO.
Capstone
+ Group exercises throughout. Case-study workbooks for ongoing reference.
Exam Information
One exam. Concept-focused.
ITIL 4 Foundation is a 60-minute multiple-choice exam. The exam tests whether you can recall and apply ITIL concepts — not whether you've memorised process diagrams. Pattern recognition and clear thinking pass it.
ITIL 4 Foundation Exam
Questions40 multiple choice
Duration60 minutes (75 with accommodations)
Passing score26 / 40 (65%)
FormatPeopleCert online proctored
ValidityNo expiration (Foundation level)
Industry avg pass rate~84% first attempt
Nexperts pass rate98% first attempt
ITIL Career Path
Stacks withITIL 4 Foundation → Specialist / Strategist
PathwaysManaging Professional / Strategic Leader
VoucherBundled — PeopleCert voucher included
RenewalNo expiration at Foundation level
MY recognitionRequired by MyDigital ITSM transformation
Career fitService desk, ops manager, BA, project manager
Industry depthRequired by big-4 consultancies for IT advisory
Our ITIL 4 3-Mock Programme
01
Diagnostic Mock
Day 1 evening. Maps weak practices. Average score: 73%.
02
Concept Mock
Day 2 evening. Concept-focused practice. Average score: 84%.
03
Final Clearance
Day 3. Full timed simulation. 80%+ before booking. Average score: 90%.
0%
Pass Rate
98% of our ITIL 4 candidates pass on first attempt.
The global ITIL 4 first-attempt rate is around 84%. Our 98% comes from three deep case studies that anchor the practices, an instructor with 18 years of MY ITSM transformation experience, and three timed mocks.
Three MY case studies18-year ITSM instructor98% first attemptBNM RMiT alignmentFree retake voucher
Why our pass rate is 98%
Industry average: ~84%
Most candidates pass but with low margins. They memorise the practice list without understanding how the Service Value Chain weaves them.
Nexperts: 98%
We force every concept through case-study application. The exam feels like a fourth case study by the time you sit it.
Your Certification Journey
ITIL 4 leads to Specialist or Strategist.
From ITIL 4 Foundation you choose Specialist (CDS, DSV, HVIT, DPI) toward Managing Professional, or Strategist (DITS) toward Strategic Leader.
Before this
No prerequisite
ITIL 4 Foundation is the entry point. It assumes only IT operations literacy.
None→ITIL 4 Foundation ← You→Specialist / Strategist→Managing Professional→Strategic Leader
Expected salary range after ITIL 4 Foundation: RM 4,800 – RM 8,500/month for service desk, ops and BA roles in Malaysian enterprises.
Student Reviews
What our ITIL 4 graduates say.
4.9
★★★★★
418 reviews
5★
96%
4★
3%
3★
1%
★★★★★
"Three case studies were the differentiator. Other ITIL prep is theory-only. Nexperts gave me real Sev-1 banking escalations to work through. Six weeks later, I led one for real."
ZA
Zaireen Adnan
Service Desk Manager · Bank Islam
✓ Passed first attempt · 36 / 26
★★★★★
"DevOps integration thinking was unexpected. I came in expecting waterfall ITIL. Left with a much more nuanced view that bridges DevOps fluently."
GH
Ghulam Husaini
Ops Lead · PETRONAS
✓ Passed first attempt · 34 / 26
★★★★★
"Public-sector change case was eye-opening. We're rolling out a federal portal next quarter and the case study made me the de-facto change authority for the team."
NS
Nurfatin Suriani
BA · Talent Corp
✓ Passed first attempt · 38 / 26
★★★★★
"Service Value Chain finally clicked. I'd read the book three times — nothing stuck. Three days of case-study practice, and now I can map a value stream from memory."
KL
Kah Loon Tan
Project Manager · Allianz MY
✓ Passed first attempt · 35 / 26
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