An instructor-led classroom training relevant for professionals who play a role in developing, implementing and managing IT services in order to understand, create and deliver optimum business value. The ITIL framework is adopted by many organizations and millions of professionals globally. The course is based on the ITIL 2011 Edition.

Course Duration : 3 Days Instructor-Led Classroom Training

Certification & Exam Info

Extensive research has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organizations realise value. Many organisations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.

The ITIL Foundation course introduces the principles and core elements of IT service management (ITSM) based on ITIL 2011 Edition. It covers the core ITIL best practices presented from a service lifecycle perspective. This ITIL edition 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.

This course is designed for IT professionals and consultants who play a role in developing, implementing or providing optimization and support for ITSM practices in organisations. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course.

  • ITIL Concepts
    • The History of ITIL
    • Good Practice and Best Practice
    • IT Service Management
    • Service and Service Model
    • Function - Process - Role
    • Process Model and Characteristics
  • Continuous Service Improvement
    • CSI and the Service Lifecycle
    • CSI Model
    • Ownership and Role Definitions
    • Service Measurement
    • Frameworks, Models, and Quality Systems
    • Deming Cycle
  • Service Operation
    • Service Operation and the Service Lifecycle
    • Event Management
    • Incident Management
    • Problem Management
    • Request Fulfillment
    • Access Management
  • Service Transition
    • Service Transition and the Service Lifecycle
    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Knowledge Management
    • Change Evaluation
    • Transition Planning and Support
    • Service Validation and Testing
  • Service Design
    • Service Design and the Service Lifecycle
    • Design Coordination
    • Service Catalogue Management
    • Service Level Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • Supplier Management
    • Information Security Management
  • Service Strategy
    • Service Strategy and the Service Lifecycle
    • Service Portfolio Management
    • Financial Management for IT Services
    • Business Relationship Management
    • Demand Management
    • Strategy Management for IT Services
  • Self-Study and Exam Preparation.

On completion of this course, the following learning outcomes will be achieved:

  • The stages and processes within the Service Lifecycle
  • Business value of implementing each process in an organization
  • Objectives and basic concepts related to each process
  • Activities and roles involved in each process Relationship of each process to other processes
  • Terminology, techniques and practical approaches

The target audience for this course and qualification are:

  • IT Practitioners including userinterfacing frontline staff
  • IT Consultants
  • IT Service Providers
  • IT Managers who are involved in the
    developing, designing, managing and
    delivering IT Services within the
Certification & Exam Info

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Foundation under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

Examination Format

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 26 marks required to pass (out of 40 available) – 65%
  • One hour duration
  • Closed-book



There are no prerequisites to attending the ITIL Foundation course or for sitting for the ITIL Foundation certification examination.

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