ITIL® Foundation english

The ITIL® Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (2011) of ITIL® . It is presented from the perspective of managing IT Services through their lifecycle from conception through implementation and finally retirement using the five core AXELOS publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as the improvement of operational efficiency.

Course description:

This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL® . Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL® Foundation test. The ITIL® Foundation certificate is a requirement for attending any of the ITIL® intermediate level courses available in this track.

The ITIL® Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for IT Service Management. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for service management without further guidance.

Course objectives:

Upon successful completion of the education and examination components, related to this certification, candidates can expect to:

  • Comprehend the principles and concepts of IT Service Management as a practice.
  • Comprehend the ITIL® Service Lifecycle and its purpose.
  • Be aware of the generic concepts and definitions used in ITIL®
  • Comprehend the key principles and models
  • Be aware of the processes and their role within the lifecycle concept
  • Be aware of the main functions within an IT organization
  • Be aware of the roles as defined within ITIL®
  • Be aware of the importance of technology and architecture to IT Service Management
  • Be aware of the need for training and the development of competences.
  • Understand the best practices of implementing ITIL® within an organization.
  • Be prepared to take the ITIL® Foundation Certification exam


IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators 


None, although a familiarity with IT service delivery will be beneficial. 

Concepts Covered:


    1. Introduction/Housekeeping
    2. Introduction to generic concepts and definitions IT as a Service
    3. Introduction to processes and process management
    4. The Service Lifecycle approach


    1. Purpose, goal, objectives & Scope
    2. Value Creation through Services
    3. Utility and Warranty
    4. Assets – Resources and Capabilities
    5. Service Strategy – Main activities
    6. Service Strategy processes
    7. Service Portfolio management Demand management
    8. Financial management
    9. Business Relationship Management


    1. Purpose, goal, objectives & Scope
    2. Competences, skills and training
    3. Roles in Process management
    4. The Service Portfolio and the Service Catalog
    5. Service Design processes
    6. Design Coordination
    7. Service Design aspects and the 4 P’s
    8. Technology and Architecture
    9. Service Level Management
    10. Service Catalog Management
    11. Capacity Management
    12. Availability Management
    13. IT Service Continuity Management
    14. Information Security Management
    15. Supplier management



    1. Purpose, goal, objectives & Scope
    2. Service Transition value to the business
    3. Technology and architecture
    4. Service Transition Processes
    5. Change Management and the 7 R’s
    6. Service Asset and Configuration Management
    7. Transition planning and support
    8. Release and Deployment Management
    9. Knowledge Management


    1. Purpose, goal, objectives & Scope
    2. Service Operation definitions
    3. Service Operation functions
    4. The Service Desk
    5. Technical Management
    6. Application Management
    7. IT Operations Management
    8. Service Operations Processes
    9. Event Management
    10. Incident Management
    11. Request Fulfillment
    12. Problem Management
    13. Access Management

    1. The Service Lifecycle
    2. Purpose, goal, objectives & Scope
    3. The CSI Register
    4. Models and Processes
    5. The seven step Improvement Process
    6. The Deming Cycle and the DIKW model
    7. Measurements, KPI’s and metrics
    8. Continual Service Improvement activities
    9. Roles in CSI
    10. Continual Service Improvement interfaces
    11. Interface with Service Level Management
    12. Risk management


    1. Home study
    2. Sample Exams and classroom feedback
    3. Recaps and discussions
    4. Exam
  • About the Examination: 
    • The exam is a closed book
    • Forty (40) multiple-choice questions.
    • The pass score is 65% (26 out of 40 questions).
    • The exam lasts 60 minutes. 

    Credits: Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme. 
    Project Management Institute – Professional Development Units (PDUs) = 18 
    NASBA CPEs 21 


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