ITIL® Foundation

A 3-day Public or Private Class Trainer Course


The ITIL Foundation course provides knowledge of the ITIL terminology, structure, and basic concepts covered within the ITIL framework.

The course also covers the core principles behind the ITIL® service management practices.

The ITIL® Foundation course leads to an examination that provides 2 credits that can count towards the ITIL® Expert qualification.

The ITIL® Foundation examination is also an essential pre-requisite for further ITIL® intermediate level examinations.


This ITIL® Foundation course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, examination advice & guidance, certified mock examinations and supplementary handouts.

Course Content:

Service management as a practice

To help students define the concept of a service and comprehend and explain the concept of service management as a practice.

The ITIL® service lifecycle

To help the students understand the value of the ITIL service lifecycle, how the ITIL processes integrate with each other throughout the lifecycle, and explain the objectives, scope and business value for each phase in the lifecycle.

Generic concepts and definitions

The purpose of this unit is to help students understand key terminology and be able to explain the key concepts of service management.

Key principles and models

To help students comprehend and account for the key principles and models of service management.


To help the students understand how the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle approach.
The course also covers the high-level objectives, scope, basic concepts, activities and challenges for four core ITIL processes.


To help the students explain the role, objectives and organizational structures of the service desk function, and to state the role, objectives and overlap of technical management, application management and IT operations management.


To help the students account for, and to be aware of, the responsibilities of some of the key roles in service management. Specific roles covered are process owner, process manager, process practitioner and service owner.

Technology and architecture

To help the students understand how service automation assists with enabling and integrating service management processes.

Who should attend?

  • 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
  • IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


Although there are no pre-requisites for the ITIL Foundation course or for the examination, it is recommended that exam candidates complete an accredited training course before attempting the examination.


Delegates will be issued with course workbooks, in-course hand-outs and other relevant material.


There are no specific pre-reading requirements.


The qualification is based on a 1-hour closed-book examination of 40 multiple choice questions.

The examination can be scheduled and booked to be written at our training centre.

Successful delegates will be awarded the ITIL® Foundation Certificate in IT Service Management.

The qualification is a mandatory pre-requisite for ITIL® intermediate qualifications and counts 2 credits towards the ITIL Expert Certification.


Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based training events

CLASSROOM-TRAINER (Private) – Onsite, private training courses for individual organizations and their staff (contact us for a quote)

E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses with mentoring support