ITIL® Foundation Course

About the Program
This IT Infrastructure Library® (ITIL) V3 Foundation course is designed to enable participants to understand the key principles, processes, functions, roles and benefits that enable Service Management staff to deliver and support quality IT services to their customers. This course prepares participants for the entry-level ITIL V3 - ITIL Foundation - qualification.


  •  While previous knowledge of ITIL is not required to complete this course, Service Management knowledge is beneficial.

Course Level:Basic

Who Should Attend ?
This course is designed for:

  • Individuals who require a fundamental understanding of the ITIL V3 framework and how it may be used to improve the quality of IT Service Management within an organization
  • IT professionals who are working within an organization that has incorporated, or will be incorporating, the ITIL V3 framework
  •  All other staff involved in delivering IT services that use the ITIL V3 methodology

Performance Focus

  •        Service Management and the importance of ITIL V3
  •        Business and IT integration
  •        The importance of Service Operation and Service Transition phases
  •        Service design and strategy
  •        Continuous Service Improvement
  •        Preparation for the ITIL V3 Foundation exam

What You Will Learn
Upon completion, participants will be able to demonstrate knowledge and understanding of an internationally recognized best practice framework that if correctly adopted and adapted will help an organization create a more structured value-add IT infrastructure.

Course Overview

Getting Started

  •   Introductions
  •   Course structure
  •   Course goals and objectives

Service Management as a Practice

  •  Overview of service life cycle importance
  •  Key definitions
  •  Process models and characteristics
  •  Generic roles and responsibilities

Service Strategy

  •   The three tensions of value creation
  •   Utility and warranty
  •   Capabilities and resources
  •   Service provider types
  •   Processes
  1.   Service Portfolio Management (SPM)
  2.   Demand Management (DM)
  3.   Financial Management (FM)
  •   Technology and main output
  •   Roles and responsibilities
  •   Benefits

Service Design

  •   The four Ps and five major aspects
  •   Processes
  •   Service Catalogue Management (SCM)
  •   Service Level Management (SLM) - Capacity Management (CM)
  •   Availability Management
  •   IT Service Continuity Management (ITSCM)
  •   Information Security Management (ISM)
  •   Supplier Management (SM)
  •   Technology and main output
  •   Roles and responsibilities
  •   Benefits

Service Transition

  •  Key principles
  •  Processes
  1.   Change Management (CM)
  2.   Service Asset and Configuration Management (SACM)
  3.   Release and Deployment Management (RDM)
  4.   Knowledge Management (KM)
  •  Technology and main output
  •   Roles and responsibilities
  •   Benefits

Service Operation

  •   Conflicting priorities
  •   Key principles
  •   Processes
  1.   Event and Incident Management
  2.   Request Management
  3.   Problem Management
  4.   Access Management
  • Functions
  1.   Service desk
  2.   Technical management
  3.   IT operations management
  4.   Application management
  •   Technology and Main Output
  •   Roles and responsibilities
  •   Benefits

Continual Service Improvement

  •   Service measurement and Key Performance Indicators (KPIs)
  •   Baselines and benchmarks
  •   Deming cycle
  •   CSI model and knowledge management
  •   Technology and main output
  •   Roles and responsibilities
  •   Benefits


  •   The service life cycle
  •   Service life cycle governance

Operational Elements

  •   Service technology benefits
  •   Generic benefits
  •   The ITIL qualification scheme

About the ITIL Foundation Exam
The ITIL Foundation exam consists of 40 questions in a multiple-choice format. Delivery is online or paper-based, and participants must achieve a passing score of 65% or above. The maximum duration of this closed book exam is 60 minutes.

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