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Why go for ITIL Foundation
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The ITIL Foundation is the entry level qualification which offers a general awareness of the key elements, concepts, and terminology used in the ITIL Service Lifecycle, including the links between Lifecycle stages, the processes used, and their contribution to Service Management practices.

The ITIL framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The goal is to improve efficiency and achieve predictable service levels and is the most widely accepted approach to IT service management across the globe.

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Service management as a practice (comprehension)

The ITIL service lifecycle (comprehension)

Generic concepts and definitions (awareness)

Key principles and models (comprehension)

Selected processes (awareness)

Selected functions (awareness)

Selected roles (awareness)

Technology and architecture (awareness)

Competence and training (awareness)

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The purpose of this unit is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice. Define and explain the concept of IT service management, service, internal and external customers, internal and external services, stakeholders in service management and process model and the characteristics of processes.
Understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle.
Define some of the key terminology and explain the key concepts of service management such as Utility and warranty, Assets, resources and capabilities, Service portfolio, Service catalogue, Governance, Business case, Risk management, Service provider, Supplier, Service level agreement, Operational level agreement (OLA), Underpinning contract, Service design package, Availability, Service knowledge management system (SKMS), Configuration item (CI), Configuration management system, Definitive media library (DML), Change, Change types (standard, emergency and normal), Event, Alert, Incident, Impact, urgency and priority, Service request, Workaround, Known error, Known error database (KEDB), The role of communication in service operation, Release policy, Types of services, Change proposals, CSI register, Outcomes, Patterns of business activity, Customers and users, The Deming Cycle (plan, do, check, act).
Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. Candidates will learn:-

  • Service Strategy
  • Service Design
  • Continual Service Improvement
Understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.
  • Service Strategy
  • Service Design
  • Service Transition
  • Service operation
Explain the role, objectives and organizational structures of the service desk function, and to state the role, objectives and overlap of three other functions.
Understand the roles and responsibilities of Process Owner, Process Manager, Process Practitioner and Service Owner. Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
Understand how service automation assists with expediting service management processes
There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended
This unit is aiming to help the candidate to pass the ITIL® Foundation exam.
  • 4 Half Days (4 hours per day)
  • Attendees may be eligible to apply for 18 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP and PMI-ACP certifications.
  • Exam Format: Multiple Choice
  • Exam Delivery: Web-based/Offline
  • Exam Duration: 1 Hour
  • Number of Questions: 40
  • Passing Marks: 26 (65%)
  • APMG accredited courseware for ITIL® foundation exam preparation.
  • Work out 2 full-length ITIL® simulation tests of 1 hour with 40 questions each.
  • APMG accredited ITIL® 2011 Foundation certification
  • IT professionals
  • Business managers
  • Business process owners
  • CTOs
  • CIOs
  • Managers
  • Team leaders
  • Service designers
  • Supervisory staff
  • IT architects
  • IT planners
  • IT security managers
  • IT consultants
  • IT audit managers
  • There is no pre-requisite to attend this course.

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