ITIL: Foundation


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About ITIL®
ITIL is the most widely accepted approach to IT Service Management (ITSM) in the world. ITIL provides a cohesive set of best practices, drawn from the public and private sectors internationally.

ITIL® Foundation
The Foundation Level is the entry level qualification which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle.

The Foundation exam is the entry level certification and offers you a general awareness of the key elements, concepts and terminology used in the ITIL® service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

ITIL Key Capabilities:
Support Business Outcomes
Enable Business Change
Optimize Customer Experience
Show value for money
Continually Improve

ITIL is the most recognized framework for IT service management in the world. ITIL helps service providers with best practice guidance on the provision of quality IT services, and the processes, functions and other capabilities needed to support them.

Because ITSM (IT service management) is driven both by technology and the huge range of organizational environments in which it operates, it is constantly evolving .ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications:
ITIL Service Strategy
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

ITIL Best Practices:
ITIL best practices underpin the foundations of ISO/IEC 20000 (previously BS15000), the international Service Management standard. This standard was initially developed to align with the service management best practice specifically defined by ITIL, but can support other IT Service Management frameworks.

This course is offered in two ways – please choose your “Delivery Method”:
1. Virtual Live Instructor-Led training (VILT) 3 days in duration
2. Online Self-Paced with access to the online training library available 24×7 for 180 days after purchase. This course is the equivalent to a three day course (approx. 24 – 28 hours) and comes with access to open office hours to ask questions if you get stuck!

No matter how you wish to complete the training and prepare for your certification exam, the exam voucher, and soft copy certificate are included

*courseware accredited by peoplecert™

Study Options

Virtual Instructor-Led (VILT), Online Self-Study

VILT Dates

May 6-22 Evenings, N/A

ITIL Certification Track

ITIL® Qualification Scheme

The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.

These are the levels of qualifications within the scheme:

  • ITIL Foundation
  • ITIL Intermediate Level
  • ITIL Managing Across the Lifecycle
  • ITIL Expert Level
  • ITIL Master Qualification

The modular, tiered structure of the qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL, but generally makes ITIL qualifications more accessible and achievable.

Foundation Study Materials

Instructor-Led Training includes access to a digital student manual as well as self-study materials.

Self-Study Materials:

  • 37 High Quality Videos
  • Online Study Material (Study Guides, Chapter tests, Podcasts, Terms and Concepts)
  • 2 Interactive case studies
  • Mobile app
  • 18 PMI PDUs
  • Chapter tests, Crossword
  • Interactive glossary

Exam Format

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) – 65%
  • 60 minutes’ duration
  • Closed book.

Target Student

The target student is any IT professional who works in IT service support and delivery: including Service Desk/Help Desk managers and staff; IT department managers; or any other IT support and delivery roles; who either wishes to advance to service management, benefit from the knowledge of a de facto standard for describing IT service and support, or who wishes to refine their skills in their current service management job to include ITIL best practices.

Course Content

Lesson 1: Introduction to ITIL
Topic A: ITIL Basics
Topic B: The Service Lifecycle

Lesson 2: Continual Service Improvement
Topic A: Basic Concepts of Continual Service Improvement
Topic B: CSI Principles

Lesson 3: Service Operation
Topic A: Basic Concepts of Service Operation
Topic B: The Event Management Process
Topic C: The Incident Management Process
Topic D: The Problem Management Process
Topic E: The Request Fulfillment Process
Topic F: The Access Management Process

Lesson 4: Service Operation Functions
Topic A: The Service Desk Function
Topic B: The Technical Management Function
Topic C: The IT Operations Management Function
Topic D: The Application Management Function

Lesson 5: Service Transition
Topic A: Basic Concepts of Service Transition
Topic B: The Transition Planning and Support Process
Topic C: The Change Management Process
Topic D: The Service Asset and Configuration Management Process
Topic E: The Release and Deployment Management Process
Topic F: The Knowledge Management Process

Lesson 6: Service Design
Topic A: Basic Concepts of Service Design
Topic B: The Design Coordination Process
Topic C: The Service Level Management Process
Topic D: The Service Catalog Management Process
Topic E: The Availability Management Process
Topic F: The Capacity Management Process
Topic G: The Information Security Management Process
Topic H: IT Service Continuity Management
Topic I: The Supplier Management Process

Lesson 7: Service Strategy
Topic A: Basic Concepts of Service Strategy
Topic B: The Financial Management Process
Topic C: The Service Portfolio Management Process
Topic D: The Demand Management Process
Topic E: The Business Relationship Management Process

Appendix A: Syllabus Mapping


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