ITIL Foundation

ITIL Foundation

ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.


IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.


Course Contents:

The ITIL Qualification Scheme

Introduction to ITIL

Service Strategy

Service Design

Service Transition

Service Operations

Continual Service Improvement CSI

ITIL Foundation Exam


Training Plan:


 What is ITIL and Exam Format

 Introduction and Service Lifecycle

  • Mapping the Concepts of ITIL® to the Service Lifecycle
  • How does the Service Lifecycle work for you?
  • The four Perspectives of ITSM and it's benefits
  • What is ITIL® and it's processes and procedures

Service Strategy

  • Objectives
  • Major concepts
  • Creating Service Value
  • Service packages and Service Level Packages
  • Financial Management for IT Services
  • Service Portfolio Management
  • Demand Management
  • Business Relationship Management

Service Design Concepts and Detail

  • Service Design Processes
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Procurement and Supplier Management
  • Design Coordinator
  • Knowledge Management
  • Service Asset & Configuration Management
  • Change Management
  • Release & Deployment Management
  • Validation and Testing
  • Transition Planning and Support

 Service Operation

  • Functions and Processes: IT Operations, Technical and Application Management
  • Service Operation Processes
  • Event Management
  • Incident management
  • Problem Management
  • Request Fulfillment
  • Access Management


Continual Service Improvement


  • Service Level Management
  • Seven-step Improvement Process
  • Service Measurement and Reporting
  • CSI Improvement Process
  • Summary and Scenarios