Course Category: IT Service Management
Course Duration: 3 Days
Hours: 21 Contact Hours


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 Objectives

  • 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 Syllabus

1. Introduction

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

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: 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 (

Exam Pattern

The ITIL Foundation exam consists of 40 multiple choice questions.
The exam is closed-book, i.e. no materials are allowed to be used. The candidate must achieve at least 65% (26 out of 40) of the total score possible to pass.

Course Category: IT Service Management
Course Duration: 3 Days
Hours: 21 Contact Hours