Module 2: The Four Dimensions of Service Management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes; external influencing factors (PESTLE)
ITIL 4 Foundation Certification Training in Zagreb
From Study to Certified
Master modern IT service management with AXELOS-based, PeopleCert-examined ITIL 4 Foundation training in Zagreb. Built for IT and business professionals who want a shared service management language, this instructor-led programme prepares you for the ITIL 4 Foundation exam in flexible online and classroom formats. As a trusted ITIL 4 Foundation training company, we keep the focus on practical skills and real exam success.
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Training Schedules
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16
Hours
16
PDUs
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Course Overview
Overview
Course Highlights
Eligibility Criteria
Benefits
Exam Format
Certification Cost
Who Can Take
What Is the ITIL 4 Foundation Certification?
Your Entry into Modern Service Management
Invensis Learning is a Peoplecert Accredited Training Organization (2778) in Zagreb, approved to deliver official ITIL 4 Foundation training using accredited courseware and standards.
Next: Course Highlights
Key Highlights
of the ITIL 4 Foundation Certification Training Course
Next: Eligibility Criteria
ITIL 4 Foundation Certification Eligibility in Zagreb
Do You Qualify for the ITIL 4 Foundation Exam?
Next: Benefits
What You Gain from ITIL 4 Foundation
Benefits for Professionals and Organisations
For Individuals
ITIL 4 Foundation training helps IT and business professionals build practical service management capability and prepare for the ITIL 4 Foundation exam. The programme suits support staff, service desk analysts, developers, project team members and managers who want a recognised first credential. Whether you are starting an IT career, switching into service management, or formalising skills you already use in software, telecoms or the public sector, this training builds capabilities employers in Zagreb actively look for.
If you want a globally respected credential that proves you understand modern service management, ITIL 4 Foundation is a clear starting point. You gain knowledge of the Service Value System, hands-on familiarity with key practices, and a supported path from learning to certification.
- Earns a globally recognised, entry-level ITIL credential from AXELOS and PeopleCert
- Opens doors to service desk, ITSM analyst and service delivery roles in Zagreb
- Builds a shared language for how IT services should be run and improved
- Strengthens your grasp of incident, problem and change management practices
- Boosts credibility with employers across software, telecoms and consulting
- Requires no prior experience, so it suits career starters and switchers alike
- Provides a foundation to progress to higher ITIL 4 qualifications
- Helps you connect everyday IT work to real business outcomes
For Organizations
ITIL 4 Foundation group training helps organisations build service management capability by equipping IT teams with a structured, framework-based approach. The training can be delivered for service desks, operations teams or whole IT departments. For organisations modernising services, migrating to the cloud or scaling delivery for global clients, this training provides a scalable, flexible way to standardise how services are run.
If your teams handle services without a shared method, ITIL 4 Foundation group training creates a common language for value, governance and continual improvement. Teams gain a consistent approach to incidents, changes and service levels that improves reliability and outcomes.
- Builds a consistent service management language across IT teams
- Improves incident, problem and change handling and service reliability
- Connects IT delivery to business value and customer outcomes
- Supports cloud, cybersecurity and digital transformation initiatives
- Enables customised training aligned with your operating model
- Standardises service practice across departments and locations
- Offers flexible online, onsite and blended delivery for teams
- Strengthens in-house ITSM capability and staff retention
Next: Exam Format
ITIL 4 Foundation Exam Format in ZagrebWhat to expect on exam day
The ITIL 4 Foundation exam validates your understanding of the ITIL 4 service-management framework, including the Service Value System (SVS), the four dimensions of service management, and the ITIL guiding principles. The exam focuses on the ITIL 4 service value chain, key practices (Incident Management, Problem Management, Change Enablement, Service Request Management, Continual Improvement), the seven guiding principles, and ITIL 4 service-management concepts. Through a combination of multiple-choice questions, candidates are tested on their ability to apply ITIL 4 principles in real-world service-management environments.
Next: Certification Cost
ITIL 4 Foundation Certification Cost in Zagreb
Next: Who Can Take
Who Should Take ITIL 4 Foundation Certification Training in Zagreb?
IT Service Manager
Service Desk Analyst
ITSM Practitioner
IT Support Engineer
IT Operations Manager
Incident / Problem Manager
Change Manager
IT Project Manager
IT Service Management Careers in Zagreb
Roles, Demand and Earning Potential
ITIL 4 Foundation is a trusted entry marker for IT service management roles across Zagreb and Croatia, valued by software firms, telecoms operators, outsourcing providers and public sector employers modernising their services. As Zagreb grows into the country's technology hub and cloud and cybersecurity work expands, professionals who can run reliable, value-focused services are increasingly sought after. Demand spans service desk analysts through to service delivery and operations managers, and here is what the local market is telling us right now.
Designation
ITIL 4 Foundation Certified Professionals in Zagreb : Salary Insights and Trends
Hiring Companies in Zagreb
€13KMin
€18KAverage
€26KMax
MojaPlaca.hr · SalaryExpert (Croatia) 2026
CombisSpanA1 CroatiaKing ICT
Source: Combis · Span · A1 Croatia · King ICT
Market Forces Driving ITSM Demand in Croatia
ITIL 4 Foundation is more than a certificate. It is a foundation for a service management career. Join professionals in Zagreb who connect IT services to business value and run them with confidence. Start your ITIL journey today.
Your Zagreb Career TransformationWhere You Stand Today
And Where ITIL 4 Foundation Takes You
Croatia's IT market is expanding with cloud adoption, cybersecurity demand and EU-funded digital programmes, and employers increasingly separate certified service professionals from the rest. Here is which side of that line you want to be on.
Sources: MojaPlaca.hr, SalaryExpert, Glassdoor (Croatia) 2026.
How to Get ITIL 4 Founfdation Certified in Zagreb
Step-by-Step Certification Process
The ITIL 4 Foundation certification path in Zagreb is straightforward: complete the accredited 2-day training and pass the PeopleCert ITIL 4 Foundation exam. The exam is bundled with most Invensis Learning packages, and there are no prerequisites.
Module 3: The ITIL Service Value System (SVS)
- Overview and purpose of the service value system
- How the SVS components fit together
- Opportunity, demand, and value
- Governance and continual improvement in the SVS
Module 4: The Seven 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; applying the principles together
Module 5: The Service Value Chain
- Purpose of the service value chain
- The six value chain activities: plan, improve, engage, design & transition, obtain/build, deliver & support
- How value chain activities combine into value streams
- Connecting the value chain to ITIL practices
Module 6: ITIL Practices Overview
- General management, service management, and technical management practices
- Purpose of the 34 ITIL practices
- How practices support value chain activities
- Continual improvement as a practice and a model
Module 7: Key ITIL Practices in Detail
- Incident management, problem management, and service desk
- Change enablement, service request management, and service level management
- Information security management, relationship management, and supplier management
- ITIL 4 Foundation exam preparation and the PeopleCert exam
Course Curriculum
of the ITIL 4 Foundation Certification Training
The ITIL 4 Foundation curriculum follows the official PeopleCert/AXELOS ITIL 4 Foundation syllabus and covers all tested topics. Modules are delivered over 2 days with scenario walkthroughs, chapter quizzes, and ITIL 4 Foundation-format mock exams that mirror the live PeopleCert paper.
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Module 1: Service Management Key Concepts
- Value, value co-creation, and value streams
- Organisations, service providers, consumers, and stakeholders
- Products and services; service offerings and service relationships
- Outcomes, costs, risks, utility, and warranty
Sets the vocabulary for the entire exam, since terms like utility and warranty resurface throughout later modules.
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Skills You Will Build in This Programme
Mapped to the ITIL 4 Foundation Syllabus
This ITIL 4 Foundation training builds the practical service management knowledge and exam readiness you need. By the end, you can describe the Service Value System, apply the guiding principles, and explain the key practices that keep IT services reliable and valuable.
Service Management Core Concepts
Understand what a service is, how value is co-created between providers and consumers, and the role of utility and warranty, outputs and outcomes, in ITIL 4. This is the language that the rest of the framework builds on.
The ITIL 4 Service Value System
Explain how the guiding principles, governance, the service value chain, practices and continual improvement work together as a single system to turn demand and opportunity into value for the organisation and its customers.
The Four Dimensions of Service Management
Balance organisations and people, information and technology, partners and suppliers, and value streams and processes, so that services are designed and delivered with every critical factor accounted for.
Applying the Seven Guiding Principles
Use principles such as focus on value, start where you are, and keep it simple and practical to adopt ITIL and adapt it sensibly to your own organisation rather than copying a rigid process.
Key ITIL Management Practices
Apply core practices day to day, including incident management, problem management, change enablement, the service desk and service level management, to keep services stable and improving.
Continual Improvement and Metrics
Use the continual improvement model along with service level agreements, key performance indicators and metrics to measure service quality and keep services getting better over time.
Who Should Take
ITIL 4 Foundation Certification Training in Zagreb?
IT Service Manager
Service Desk Analyst
ITSM Practitioner
IT Support Engineer
IT Operations Manager
Incident / Problem Manager
Change Manager
IT Project Manager
ITIL 4 Foundation Training Modes
for Professionals and Teams
We offer flexible training formats designed to suit different learning preferences, schedules, and professional goals. Whether you prefer classroom learning, live online instruction, team-based training, or personalized coaching, choose the option that best supports your certification and professional development journey.
ITIL 4 Foundation Classroom Training
Instructor-led classroom sessions
Interactive discussions and group activities
Real-world examples and practical exercises
Structured learning with fixed schedules
Opportunities for peer networking and collaboration
Practice assessments and knowledge checks
Dedicated Q&A and concept clarification
Immediate trainer feedback and support
Learn through face-to-face sessions led by experienced instructors in a collaborative classroom environment. This format combines expert guidance, peer interaction, and hands-on activities to create an engaging learning experience.
Official PeopleCert (AXELOS)-aligned Course Material
Best For: Learners who prefer in-person interaction, structured schedules, and collaborative learning experiences.
ITIL 4 Foundation Corporate Group Training
Customised training aligned to organisational goals
Flexible delivery: onsite, virtual, hybrid, or blended
Scheduling tailored to business availability
Role-based examples and industry-relevant discussions
Progress tracking and learner assessments where applicable
Dedicated coordination and administrative support
Consistent learning experiences across teams
Scalable delivery for local, regional, or global workforces
Designed for organisations that want to build capabilities at scale, standardise knowledge, and support workforce development through customised team learning initiatives. Training can be tailored to business objectives, team roles, and organisational requirements.
Official PeopleCert (AXELOS)-aligned Course Material
Best For: Organisations looking to upskill employees, address capability gaps, and deliver consistent training across teams.
ITIL 4 Foundation Focused 1-to-1 Training
One-to-one instructor attention
Customised learning plans and objectives
Flexible scheduling based on availability
Personalized feedback and coaching
Additional focus on challenging topics
Targeted practice and revision support
Faster clarification of questions and concepts
Learning pace is adapted to individual needs
Receive personalized instruction tailored to your goals, pace, and learning requirements through dedicated sessions with an expert trainer. This format allows greater flexibility and individualized attention throughout the learning journey.
Official PeopleCert (AXELOS)-aligned Course Material
Best For: Professionals seeking personalized guidance, accelerated learning, or focused support to achieve specific outcomes.
ITIL 4 Foundation Live Virtual Training
Live online instructor-led sessions
Interactive discussions and virtual activities
Expert guidance from experienced trainers
Practice assessments and revision support
Dedicated Q&A sessions for concept clarification
Fixed schedules for accountability and momentum
Small batch sizes for personalized attention
Access from any location with internet connectivity
Starts from
EUR 1110
Please Note: Attend fully interactive online sessions from anywhere while benefiting from real-time instructor guidance and collaborative learning experiences. This format provides the flexibility of online learning while maintaining direct engagement with experienced trainers.
Official PeopleCert (AXELOS)-aligned Course Material
Best For: Professionals seeking the flexibility of online learning without compromising on live instructor interaction.
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Your ITIL 4 Foundation Certification Training in Zagreb Partner
Accredited, Expert-Led and Flexible
As a trusted ITIL 4 Foundation training company in Zagreb, Invensis Learning delivers structured ITIL 4 Foundation training for individual professionals and organisations building IT service management capability. As an accredited training partner, our programmes combine certified trainers, syllabus-aligned courseware, flexible delivery formats and learner-focused support. Whether you enrol as an individual or plan corporate training for your team in Zagreb, Invensis Learning provides a professional learning experience designed around practical understanding, real-world application and a clear path to passing the exam.
- Accredited training partner delivering official, syllabus-aligned ITIL 4 courseware
- Experienced, certified trainers with real IT service management experience
- Flexible formats: online (live virtual), classroom and corporate group training
- Structured courseware, practice questions and mock exams for the ITIL 4 exam
- Dedicated learner support before, during and after your training
- ISO 9001:2015 quality and ISO 27001:2022 information security certified
- Local delivery and support for learners across Zagreb and Croatia
- Trusted by professionals and organisations across many industries
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ITIL 4 Foundation Training Locations in Zagreb
Instructor-led in-person Classroom training is available for group batches. All other public cohorts are delivered as Instructor-led Live Virtual. See available cohorts.
ITIL 4 Foundation Training Location in Zagreb
Hotel Westin, 1, Ulica Isidora Kršnjavoga, Local Board "Mimara", City District Donji grad, Zagreb, City of Zagreb, 10000, Croatia
ITIL 4 Foundation Training Location in Zagreb
Sheraton Zagreb, 2, Ulica kneza Borne, Local Board "Knez Mislav", City quarter Donji grad, Zagreb, City of Zagreb, 10000, Croatia
ITIL 4 Foundation in Zagreb
Standardise Service Management
- Upskill whole IT teams with a shared service management language
- Customised schedules built around your team's availability
- Flexible delivery through onsite, live virtual, hybrid or blended formats
- Certified trainers with real ITSM and industry experience
- Role-based examples and exercises for better workplace application
- Dedicated coordination and learner support for corporate programmes
- Scalable delivery for teams across Zagreb, Croatia and global locations
Leading Organisations
InfobipSpanCombisA1 CroatiaHrvatski TelekomEricsson Nikola Tesla
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Frequently Asked Questions
Here's everything you may ask...
ITIL 4 Foundation is the entry-level qualification in the ITIL 4 scheme, created by AXELOS and examined by PeopleCert. It introduces modern IT service management through the Service Value System, the four dimensions, the guiding principles and core practices, and is open to anyone with no prerequisites.
What Our Learners Say About Us
"I recently completed the ITIL 4 Foundation Certification Course with Invensis Learning, and I couldn't be happier with the experience! As an IT Professional, the knowledge gained has significantly enhanced my understanding of IT service management. The instructors were knowledgeable and engaging, making complex concepts easy to grasp. I highly recommend Invensis Learning for anyone looking to advance their career in IT. Thank you for an outstanding program! - Emil Fischer"
Emil Fischer
(4.0/5)
"Pritesh Shah - Trainer Engaging Lecturer giving the lesson. Very knowledgeable. Taking us through step by step."
"I would like to thank Invensis Learning for helping me to enjoy the ITIL Foundation course. The Live Virtual Class (LVC) training program was well organized. By attending the training program and course delivery, I got the confidence to take up the exam and was able to clear the exam. I appreciate all the hard work by your team."
Ganesh V
(5.0/5)
"I have learned a lot of important things , useful for my work. Very compressed info for 4 days, maybe too short for me as not a native trainee. Thanks a lot for the best trainer , Pritesh , who guided us through and gave us a grate understanding of overall method. "
"The trainer has shared simple explanations by providing easy to understand examples when it came to the foundation training and theory. Also, I got a good understanding on what methods should I use when reviewing/ understanding and answering the questions for the Practitioner exam. Overall the 4 days of trainings I believe were fundamentanl in preparing myself for both exams (foundation & practitioner). I feel confident that I got the necessary information to prepare to take the exams. "
"As an ITSM Manager, I recently completed the ITIL 4 Foundation Certification Course with Invensis Learning, and I couldn't be more satisfied. The course was comprehensive and well-structured, equipping me with the crucial skills needed in today's IT landscape. The trainers were knowledgeable and engaging, making complex concepts easy to grasp. I feel more confident in my role and highly recommend this program to anyone looking to enhance their IT service management expertise! - Simon Braun"
Simon Braun
(5.0/5)
"I am happy to share that I have cleared my ITIL Foundation certification exam. I would like to thank Invensis Learning for the support and the excellent knowledge transmission from the trainer. I highly recommend Invensis Learning for their high-quality training program that helped me to get ITIL certified."
Sabir M
(4.0/5)
"As a trainer for Invensys, it is great to have a professional team that backs me up. I have access to the operations team right throughout the training. Response time to queries is great"
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