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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

About the Knowledge Base

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Search all the Knowledge Base

Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

ITIL® 4 Foundation With Exam

Date: 16-17 Apr 2020, 9:00 am-5:00 pm
Availability: Virtual
Certification: ITIL®
Prerequisites: None
Certification Exam Information

ITIL 4 Foundation Training

This course is real time instructor- led but held VIRTUALLY so all you need is a computer or laptop with internet capabilities. A headphone/speaker is also recommended if you have them available.  Because this is a virtual class, pricing is lower than our standard classroom courses. See pricing below.


Membership Level Classroom Price Virtual Course Price
Non-Member $1540.00           $1342.00
Platinum Member $1201.20 $1046.76
Gold Member $1270.50 $1107.15
Silver Member $1309.00 $1140.70
Bronze Member $1355.20 $1180.96
Virtual Member $1386.00 $1297.80
Individual Member $1309.00 $1140.70



This two-day course prepares you for the examination leading to the new Foundation Certificate In IT Service Management, a global certification, recognised in any country. This course includes the certification exam.

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. By learning ITIL® 4, it allows you to 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

ITIL 4 foundation is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).

Our ITIL® training has been developed to help participants gain an extensive understanding of the ITIL® 4 principles and to show how they can improve their work and the work of their organisation as a whole with the ITIL® 4 guidance. In addition, the course offers a rich learning experience that helps the participants understand ITIL® 4 and relate ITIL® to their own work environment. The course can encourage 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.

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There are no mandatory pre-requisites for this course.

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Skills Gained

At the completion of this course, you will:

  • Understand the key concepts of ITIL® service management
  • Understand how ITIL® guiding principles can help an organisation to adopt and adapt ITIL® service management
  • 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
  • Understand the key concepts of continual improvement
  • Learn the various ITIL® practices 

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Certification Exam

In order to run the ITIL 4 foundation course over 2 days the certification exam is not taken as part of the course. On completing the course attendees will receive an exam voucher which they can use to book an online exam.

This 60-minute, 40 question, multiple-choice exam is administered by an independent examination body (PeopleCert).
A passing mark of 65% is required to receive your certificate. An exam review is included in the course to help prepare attendees for the certification exam.

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Who Should Attend:

- All levels of support personnel within an IT service delivery organisation;
- IT Managers;
- Support Team Leaders;
- Service Desk Supervisors;               
- Change Managers;
- Service Level Managers;
- Problem Managers;
- Operations Managers;
- Account Managers who interact between the business and IT;
- Anybody wanted to upgrade their skills from ITIL v3 to ITIL 4.

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Further Information:


  • The ITIL 4 Certification Exam Voucher is included in all HDAA's ITIL Public Course pricing.

Return to our Training Calendar.

About ITIL.

Cancellation & Transfer Policy.

For an On-site quote, please contact HDAA on T: 1300 130 447. 

For HDAA member pricing please view training course fees in the Price Guide



Public:(Non Member) $1342.00 (inc GST)
Online:(Non Member) $836.00 (inc GST)