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ITIL Foundation-What is this course?

Course Overview

​This is an entry-level course for teams who need an insight into the key elements, concepts and terminology used in the ITIL® service lifecycle. The stages of this lifecycle include:

  • Service Strategy
  • Service Operation
  • Service Design
  • Continual Service Improvement (CSI)
  • Service Transition

Attendees also grasp the linkages between lifecycle stages, the processes and functions used and their contribution to IT service management (ITSM) practices.​

Learning Objectives

At the end of this course, the learner will be able to:

  • Identify the key principles and concepts of IT Service Management.
  • Identify the benefits of implementing ITIL in an organization.
  • Identify the Service Management processes and how they map to the Service Lifecycle.
  • Identify the basic concepts and definitions related to the Service Lifecycle.
  • Identify the activities and roles involved with the Service Lifecycle.
  • Identify the relationship of each component of the Service Lifecycle and how they map to other components.
  • Identify the factors that affect the effectiveness of the Service Lifecycle.



The ITIL Foundation course will be of particular interest to:

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

Course Outline


Introduction to Service Management


The importance of Service Management


Definition of a Service and Service Management


The Need for a Service Culture


Service Management as a Practice


The Service Lifecycle


Objectives and Business Value for Each Phase of the Lifecycle


Main Goals and Value to the Business Provided by Each Lifecycle Phase:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement


Key Principles and Models of ITSM


Types of Service Providers


Five Major Aspects of Service Design


Service V model


Continual Service Improvement Model


Processes and Functions


Characteristics of a Process


Objectives, Business Value, Basic Concepts, Roles and Interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management


Objectives and Basic Concepts of:
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfillment
- Access Management
- The 7 step improvement process


Overview of the Functions:
- Service Desk
- Application Management,
- Operations Management
- Technical Management


Organization Structure and Key Roles

Examination Information

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.

Sample exam paper will be given during the training

Exam can be provided as online exam voucher which the delegates can use to sit the exam at a later time of their convenience. Vouchers will be valid for one (1) year. This allows the delegates to concentrate to the subject, exercises and practical workshops during the classroom sessions.


There are no formal prerequisites for this course, although a familiarity with IT service delivery will be beneficial.

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