ITIL® Foundation Certificate in IT Service Management — A 3 day course

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Retired Course; no longer available


This course is no longer available from GBdirect.

This course is your first step towards ITIL® Certification. It provides comprehensive first-level ITIL® training for anyone involved in provision, support, and delivery of IT Services. It is accredited by, and follows the syllabus specified by the APM Group (

The ITIL® Foundation course culminates in an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management and is a pre-requisite for the further training in ITIL® Version 3 that leads to the ITIL® Diploma in IT Service Management.

The ITIL® Framework is a source of good practice in service management. ITIL® is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services.

The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

More information can be found at the OGC web-site:


After attending this course delegates will:


Service management as a practice

The basics that help define the concept of a service and service management as a practice.

The ITIL® service lifecycle

At the very core of best practice guidance, understanding the value of the ITIL® service lifecycle, how the processes integrate with each other throughout the lifecycle. We introduce the objectives, scope and importantly the business value for each phase in the lifecycle.

Generic concepts and definitions

Learning the language of ITIL® by defining some of the key terminology and key concepts of service management.

Key principles and models

Key principles and models of service management contained within service strategy, service design and continual service improvement are studied with the aim of balancing cost and quality to minimise risk to the organisation.


How do the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL® service lifecycle and improving business value?

To explain the objectives, scope, basic concepts, activities and challenges for four of the core processes (Service level management, incident management, problem management and change management)

To state the objectives and key concepts for vast majority of the remaining processes including how they relate to each other.


Explain the role, objectives and organizational structures of the service desk function. Defining the role, objectives and overlap of the other key functions (technical management, application management and IT operations management).


Covering the principal responsibilities of some of the key roles in service management (Process owner, process manager, process practitioner, service owner)

Technology and architecture

Understanding how service automation assists with integrating service management processes

Competence and training

An overview of competence and skills for service management, competence and skills frameworks and training.

The course covers the fundamentals of the IT Infrastructure Library (ITIL®) core volumes which provide an end-to-end view of IT and its integration with business strategy. Those core volumes are: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement:-

Service Strategy: overall business aims and expectations

Service Design: developing a solution to meet the needs of the business

Service Transition: implementing service designs so that service operations can manage the services

Service Operation: day to day, business as usual activities

Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision


This course has been retired and is no longer available.

Suitable For

This course is aimed at individuals who require a basic understanding of the ITIL® framework and wish to know how it may be used to enhance the quality of IT service management within an organisation.

IT professionals who are working with an organisation that has adopted and adapted ITIL® and who need to be informed about and, therefore, contribute to an on-going service improvement programme.


A general level of IT literacy, a background in IT or experience gained in the liaison between IT and the business itself would be useful

The course is comprised of reading material, lecture sessions, short exercises which reinforce the knowledge gained and practice examinations. Those delegates taking the certificate exam on the final day will need to plan to spend 90-120 minutes each evening on revision and example examination questions.

All delegates attending this course should ensure that they have reviewed the ITIL® Foundation pre-reading document prior to attending this course. It is recommended that candidates spend at least two hours working through the pre-reading.


* ITIL® is a registered trade mark of AXELOS Limited.