Course Code: 1227

ITIL Foundation Certification

Class Dates:
3 Days
Class Time:


  • Course Overview
  • This course, based on the ITIL best practice service lifecycle approach, provides IT managers, practitioners and anyone who uses IT services with a practical understanding of the key concepts, principles, processes, and functions that enables successful IT Service Management (ITSM) provision. The course intent is to provide proven practical guidance on how to successfully introduce an integrated ITSM framework and how best practices can be adopted and adapted within a student's organization. It also prepares students for the ITIL Foundation Certificate Examination. The multiple-choice exam contains 40 questions. To pass, students must get 26 or more questions correct, a 65% passing grade.

  • Audience
  • This course is for IT managers and practitioners involved in the strategy, design, implementation and on-going delivery of business-used IT services and for anyone who requires an insight into Service Management best practice.


  • There are no prerequisites for this course.
  • Recommended Courses:

Course Details

  • 1. Introduction to Service Management Lifecycle
  • Principles of Service Management
  • The Process
  • The ITIL service lifecycle
  • 2. Service Strategy
  • Introduction to service strategy
  • Key concepts of service strategy
  • Service strategy processes
  • Demand Management
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
  • 3. Service Design
  • Introduction to service design
  • Key concepts of service design
  • Service design processes
  • Service Catalogue Management
  • Service Level Management
  • Supplier Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Design Coordination
  • 4. Service Transition
  • Introduction to service transition
  • Key principles & models of service transition
  • Service transition processes
  • Transition, Planning and Support
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management
  • 5. Service Operations
  • Introduction to service operations
  • Service operations processes
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • Service operations functions
  • 6. Continual Service Improvement
  • Introduction to CSI
  • Key principles and models of CSI
  • 7. Summary & Exam Preparation
  • Review of Key Concepts