ITIL® Foundation


Duration Three Days


Public deliveries will be on the new ITIL® 4 Foundation.  Course information is HERE

Duration:  3 days


ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally.

The ITIL® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL®. This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 edition. ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

Upon completion of the ITIL® Foundations course, students will have “foundational” knowledge of the functions, roles, and processes that span the service lifecycle. Students will be able to correctly:

  • Articulate key concepts
  • Use common terminology
  • Describe overall goals, benefits, activities, and success factors
  • Define concepts in Service Strategy, Service Design, Service Transition, Service operation, and Continual Service Improvement
  • Recommend metrics
  • Discuss the basic cross-functional dependencies for each


There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Target Audience:

IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

Course Student Material:

Students will receive an ITIL® Foundation classroom workbook containing all of the presentation materials, course notes, case study, exam syllabi, and sample exams.

Class Agenda:


  • ITIL History
  • Introduction To The Service Lifecycle
  • Introduction To Service Management As A Practice

   Service Strategy

  • Service Strategy Goals
  • Service Strategy Business Value
  • Service Strategy Key Concepts
  • Service Strategy Key Functions and Processes
  • Service Strategy Roles
  • Class Exercises

   Service Design

  • Service Design Goals
  • Service Design Business Value
  • Service Design Key Concepts
  • Service Design Key Functions and Processes
  • Service Design Roles
  • Class Exercises

   Service Transition

  •  Service Transition Goals
  •  Service Transition Business Value
  •  Service Transition Key Concepts
  •  Service Transition Key Functions and Processes
  •  Service Transition Roles
  •  Class Exercises

   Service Operation

  •  Service Operation Goals
  •  Service Operation Business Value
  •  Service Operation Key Concepts
  •  Service Operation Key Functions and Processes
  •  Service Operation Roles
  •  Class Exercises

  Continual Service Improvement (CSI)

  • Continual Service Improvement Goals
  • Continual Service Improvement Business Value
  • Continual Service Improvement Key Concepts
  • Continual Service Improvement Key Functions and Processes
  • Continual Service Improvement Roles
  • Class Exercises


  •  Glossary
  •  Acronym List
  •  Bibliography
  •  Class Exercises / Practice Exams

About the Course:

Students will receive at least 18 hours of in class instruction and study.

The maximum number of candidates per class is 25.

About the Examination:

  • The exam is closed book with forty (40) multiple choice questions.
  • The pass score is 65% (26 out of 40 questions).
  • The exam lasts 60 minutes.
  • The exam can be taken in two formats: Paper based or Online.


Upon successfully achieving the ITIL® 2011 edition Foundation certificate, the student will be recognized with 2 credits in the ITIL® qualification scheme.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.