ITIL® IT Service Management Foundation Course Outline Introduction

The ITIL® Foundation Certificate course is intended for people working in IT Service Management who may be new to the role or may already have experience in this function.

Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes.

Learning outcomes of the course

On completion of the course, the participants should be able to:

  • Identify ITIL® Best Practice terminology; Terms, Definitions and Phrases.
  • Discuss the principles of the IT Service Management processes and how they relate to each other in order to deliver a quality IT service.


This course introduces the need for IT Service Management and emphasises the importance of the effective and efficient management of the IT infrastructure in business. The basic ITIL concepts will be explained together with the following key ITIL® topics:

  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management
  • Service Level Management
  • Financial Management (IT)
  • Capacity Management
  • IT Service Continuity Management
  • Availability Management
  • Security Management

Delegates will consider theses topics from the viewpoint of users and customers of the IT service as well as from the supplier’s perspective. The relationship between the topics is included together with the benefits that can be achieved.

Foundation Examination At the end of the course there will be a Foundation examination. Structure of the ITIL Foundation Examination • The ITIL Foundation examination is a one hour long, classical multiple choice paper of 40 multiple choice questions • 26 marks required (out of 60 available) to pass – 65% • • This is a Closed book examination

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