Course Duration: 3 Days

Course Category: Information Controls & Security


21 PDUs (Professional Development Units)

ITIL® V3 Foundation Preparation Course



The ITIL® Foundation certificate in IT Service Management demonstrates a minimum level of proficiency in the core concepts and principles of the ITIL® terminology structure concepts and principles of IT Service Management.
The course is based on ITIL® 2011 Edition


Key Objective

  • Understand the best practices documented in ITIL® Foundation Certificate in IT Service Management Syllabus
  • Learn the principles, terminology and vocabulary used with ITIL®
  • Describe the IT Service Management processes and their inter-dependencies and linkages
  • Appreciate implementation aspects
  • Pass the ITIL® Foundation Certificate examination

Who should Attend

IT Managers, IT Service Management Professionals, IT Quality Assurance



There are no pre-requisites to attend the course. General IT knowledge is assumed


Course Outline

1.     Introduction

  •     Overview of ITIL® Qualification, Publications and Exams
  •     Evolution towards ITIL® V3 or ITIL® 2011 edition

2. Service Management as a practice


3. The Service Lifecycle

  •     The Structure, Purpose, Scope, Objectives, Components, Vocabulary and Interfaces
  •     ITIL® Service Life cycle

4. Service Strategy

  •     Strategy Management for IT Services
  •     Service Portfolio Management
  •     Business Relationship Management
  •     Financial Management for IT Services
  •     Demand Management

5. Service Design

  •      Design Coordination
  •     Service Catalog Management
  •     Service Level Management
  •     Availability Management
  •     Capacity Management
  •     IT Service Continuity Management
  •     Information Security Management
  •     Supplier Management 

6. Service Transition

  •     Transition Planning and Support
  •     Change Management
  •     Service Asset and Configuration Management
  •     Release and Deployment Management
  •     Service Validation and Testing
  •     Change Evaluation
  •     Knowledge Management

7. Service Operation

  •     Event Management
  •     Incident Management
  •     Request Fulfillment
  •     Problem Management
  •     Access Management
  •     The functions of:
    •         IT Operations
    •         Technical Management
    •         Application Management
    •         Service Desk

8. Continual Service Improvement

  •      The Continual Service Improvement Framework
  •      Role of Measurements

9. Technology and Architecture

  •     Generic requirements for an integrated set of Service Management Technology
  •     Understand how Service Automation assists with incorporating Service Management processes

10. Competencies and Training


 11. Deploying ITIL®


12. Mock  exams


Training and Exam Duration

Training and Exam Duration

Training: 3 days.

The course material shall be issued on the first day of the course during registration.


Exam: 60 minutes (1 hour) duration

The exam may be scheduled at a Pearson Vue testing centre close to your location (


ITIL is a Registered Trade Mark of AXELOS Limited.
The Swirl Logo and the ITIL Licensed Affiliate Logo are Trade Marks of AXELOS Limited.


Processworks is a Licensed Affiliate of InfoTech HelpLine, which is a PEOPLECERT Accredited Training Organization (ATO) for the ITIL Foundation Course.



Available Funding Support
Malaysia Only

HRDF Logo_02This course is HRDF SBL & HRDF SBL Khas Approved

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