ITIL Foundation Program Certification Program Training

ITIL® is an essential best practice in your IT Service Management (ITSM) management suite. ITIL® benefits include aligning IT goals and objectives with the business, improving quality and reducing the cost of operation. This Foundation course is your first step in gaining the basic knowledge to assess its relevance in your organization and to continuing further mastery of the best practice in advanced training throughout the ITIL® certification program.

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  • Overview of the drivers for ITIL®
  • Key differences between earlier version of ITIL® and current version of ITIL® – What are the major changes?
    • New concepts, definitions and terminology
    • Key processes and functions


  • IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous ITIL® versions.
  • Executives and key stakeholders
  • Process Owners and Managers
  • Senior technical and operational staff
  • IT professionals and Consultants
  • IT customers


  • General IT knowledge
  • Preferably ITIL® awareness
  • Students will complete at a minimum 18 hours of class time.
  • Although not a requirement, some student daily study time is recommended.
  • Sample exam will be discussed in the classroom to prepare students for the real exam.
  • Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance should be reviewed as well in preparation for the exam.


3 Days

Outline of ITIL Foundation Program Certification Program Training

Introduction to Service Management

  • The evolution of Service Management
  • Definition of Service and Service Management
  • Service Management as best practice
  • The importance of adopting a service and continual improvement culture and approach
  • Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle

  • The purpose, objectives and scope of the five ITIL® service lifecycle stages
  • Objectives and business value
  • The main components (the new books) within the 5 stages in the lifecycle:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement

Generic concepts and definitions

The course will clarify and explain some of the key terminology and key concepts of Service Management. Specifically, the following key concepts:

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract (UC)
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI) and Configuration management system
  • Definitive media library (DML)
  • Change and Change types (standard, emergency and normal); Change proposals
  • Event
  • Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error and Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)

Key principles and models

  • Service strategy
    • Value creation through services
  • Service design
  • Understand the importance of people, processes, products and partners for Service Management
  • Understand the five major aspects of service design
  • Service solutions for new or changed services
  • Management information systems and tools
  • Technology architectures and management architecture
  • The processes required
  • Measurement methods and metrics

Phases and Processes: Service Strategy

  • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
    • Service portfolio management
    • The service portfolio
  • Financial management for IT services
    • Business case
  • Business relationship management

Phases and Processes: Service Design

  • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Service level management (SLM)
  • Service-based SLA
  • Multi-level SLAs
  • Service level requirements (SLRs)
  • SLA monitoring (SLAM) chart
  • Service review
  • Service improvement plan (SIP)
  • The relationship between SLM and BRM
  • Service catalogue management
  • Availability management
  • Service availability
  • Component availability
  • Reliability
  • Maintainability
  • Serviceability
  • Vital business functions (VBF)
  • Information security management (ISM)
  • Capacity management
  • Capacity plan
  • Business capacity management
  • Service capacity management
  • Component capacity management
  • IT service continuity management
  • Purpose of business impact analysis (BIA)
  • Risk assessment
  • Design coordination
  • Information security policy
  • Supplier management
  • Supplier categories

Phases and Processes: Service Transition

  • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Change management
    • Types of change request
    • Change models
    • Remediation planning
    • Change advisory board / emergency change advisory board
    • Lifecycle of a normal change
  • Release and deployment management
    • Four phases of release and deployment
  • Knowledge management
    • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
  • Service asset and configuration management
  • Transition planning and support

Phases and Processes: Service Operation

  • Purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Incident management
  • Problem management
  • Event management
  • Request fulfillment
  • Access management
  • Continual service improvement
    • The seven-step improvement process

Phases and Processes: Continual Service Improvement

  • Continual service improvement approach
  • Understand the role of measurement for continual service improvement and explain the following key elements:
    • Relationship between critical success factors (CSF) and key performance indicators (KPI)
    • Baselines
    • Types of metrics (technology metrics, process metrics, service metrics)

Phases and Processes: Functions

  • The service desk function
  • The technical management function
  • The application management function with application development
  • The IT operations management function

Phases and Processes: Roles

  • Process owner
  • Process manager
  • Process practitioner
  • Service owner
  • RACI Model

Phases and Processes: Technology and Architecture

  • Service automation assists and integrating Service Management processes