ITIL® Foundation Training

Online ITIL® training from the experts

About the Course

Our foundation training is your starting point for ITIL® certification, and grants a general awareness of the core concepts and terminology used in the official ITIL® service lifecycle. The foundation level also looks at the links between different lifecycle stages, the processes that are used, and how these processes contribute to service management practices.

Course Contents

The ITIL® Foundation course, which breaks down into the following areas, is achieved through a three-day course including a forty question, one-hour long multiple choice exam. This course counts as 2 credits towards your Diploma.

Service Management as a Practice ↓
  • Key ITIL® concepts, definitions and terms
  • The background and context to ITIL®
  • Key Concepts:
    • Service
    • Service Management
    • Sources of Good Practice
    • Service Components
    • Governance and Process Characteristics
The Service Lifecycle ↓
  • The structure of ITIL® explained
  • The goals and objectives of each area of the Service Lifecycle
  • Core Content:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation and Continual Service Improvement
Roles Within ITIL® ↓
  • Key roles: The Service Manager and the Process Owner
  • Key accountabilities and responsibilities
  • The RACI Model explained
Service Strategy ↓
  • A deeper dive into ITIL® Service Strategy
  • Goals, Objectives and Scope
  • Explore key concepts such as Value Creation and Service Assets
  • Key processes:
    • Service Portfolio Management
    • Demand Management
    • Financial Management
    • Business Relationship Management
  • Risks, Challenges, Key Performance Indicators, Critical Success Factors
  • Key roles and responsibilities
Service Design ↓
  • Goals, Objectives and Scope
  • Key concepts: The 4 P's and the five major aspects of Service Design
  • Key Processes:
    • Design Coordination
    • Service Level Management
    • Service Catalogue Management
    • Supplier Management
    • Information Security Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
  • Risks, Challenges, Key Performance Indicators, Critical Success Factors
  • Key roles and responsibilities
Service Transition ↓
  • Goals, Objectives and Scope
  • Key concepts and processes including Transition Planning and Support, Change Management, Service Asset and Configuration Management, Knowledge Management and Release and Deployment
  • Risks, Challenges, Key Performance Indicators, Critical Success Factors
  • Key roles and responsibilities
Service Operations ↓
  • Goals, Objective and Scope
  • Processes and Functions necessary to support and maintain the live Service environment
  • Incident, Problem, Request Fulfillment, Event and Access Management Processes
  • Four Functions: Service Desk, Application, Technical and IT Operations Management
  • Risks, Challenges, Key Performance Indicators, Critical Success Factors
  • Key roles and responsibilities
Continual Service Improvement ↓
  • Measurements, Metrics, KPIs
  • The importance of baselines
  • The 4 reasons why we measure
  • 6 step CSI model
  • 7 step improvement process
  • The Deming Cycle
Technology and Architecture ↓
  • Generic Service Management Toolset requirements and criteria
  • The importance of automation 
  • Key considerations

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