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ITIL V3 Foundation


ITIL® V3 was designed from the lifecycle perspective, recognizing that for a service to be created, it should have the capability to meet the objectives and requirements of its customers and markets. Consequently, there is the need to determine the objectives and requirements for each service (service strategy), which will guide in its design (service design), transition into production (service transition), and operation of the service (service operation). The purpose of the fifth and the final phase - continual service improvement, is to gradually improve every aspect of the service, from service strategy to service operation.

During the 3-day course you will learn ITIL® terminology,the structure, basic concepts and core principles of ITIL® practices for Service Management. The Foundation certificate in IT Service Management is not intended to enable you to apply ITIL® practices for Service Management without further guidance.


At the end of the course, participants will write the final ITIL® Foundation Certificate in IT Service Management examination,comprising of 40 multiple choice questions. Delegates are required to score 26 points (equivalent to 65%) to be awarded the ITIL® Foundation Certificate in IT Service Management. Exam fee is included in the registration fees.

Learning Objectives

Participants will gain practical skills in the following areas:

  • Service Management as a practice (Comprehension)
  • Service Lifecycle (Comprehension)
  • Key Principles and Models (Comprehension)
  • Generic Concepts (Awareness)
  • Selected Processes (Awareness)
  • Selected Roles (Awareness)
  • Selected Functions (Awareness)
  • Technology and Architecture (Awareness)
  • ITIL® Qualification scheme (Awareness)

Who Should Attend

This course is appropriate for individuals who:

  • Require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
  • Are IT professionals that are working within an organization that has adopted and adapted ITIL, who need to be informed about and thereafter contribute to an ongoing service improvement program.


There is no prerequisite for this course. It functions as a stand- alone course.

You Will Receive

You will receive a course binder containing copies of presentation slides, case studies, exercises and suggested solutions.

What You Will Learn

Course Introduction

Service Management as a Practice

The Service Lifecycle

The Lifecycle Phase: Service Strategy

  • Concepts
  • Activities
  • Service Strategy Processes
    • Financial Management
    • Demand Management

The Lifecycle Phase: Service Design

  • Basic Concepts
  • Process Design
  • Sourcing Strategies
  • Major Activities
  • Service Design Process
    • Service Catalogue Management
    • Service Level Management
    • Capacity and Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management

The Lifecycle Phase: Service Transition

  • Basic Concepts
  • Service Transition Processes
    • Service Asset and Configuration Management
    • Knowledge Management
    • Change Management
    • Release and Deployment Management Service
    • Catalogue Management

The Lifecycle Phase: Service Operation

  • Basic Concepts and Principles
  • Service Operation Processes
    • Event and Incident Management
    • Request Fulfillment
    • Problem and Access Management
  • Service Operation Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Application Management

The Lifecycle Phase: Continuous Service Improvement

  • Concepts and Principles
  • The 7 Step Improvement Process

Review, Wrap Up and Mock Exam