ITIL®Foundation ITIL®OSA ITIL®SOA ITIL®PPO ITIL®RCV ITIL®CSI ITIL®SS ITIL®SD ITIL®SO ITIL®ST ITIL®MALC


ITIL® Foundation

ITIL® Foundation is a 3-day classroom based or 18 hour online course 

introducing learners to ITIL and the lifecycle of managing IT services. Learning  involves

theory, exercises and doing a sample examination as part of the course. The course is designed

to prepare students to sit the ITIL Foundation in IT Service Management Examination.

Writing the exam is not part of the course and must be booked separately. Passing the

foundation examination is a prerequired for entry into all further ITIL

intermediate courses. ITIL is structured around a service lifecycle and in addition to dealing with  general ITIL principles and concepts, an introduction to each lifecycle stage forms part of this course.

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Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organisation, including: IT Management, IT Support Staff, IT Consultants, IT Process Owners, IT Developers, Service Providers, System Integrators.

IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.

Attendance should not be limited to IT professionals process owners, business managers and business process owners will also benefit from attendance.

The purpose of the ITIL Foundation Certificate in IT Service Management (the exam that this course prepares you for) is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

The ITIL Foundation Certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

The course consists of slide presentations presented by a qualified instructor and a student workbook which includes all the material covered in the presentations, exercises and a mock exam. On-line students will have access to on-line presentation sessions and exercises and will also be able to download material that is normally appendixes in the student workbook including mock exams and a copy of the current version of the syllabus, the ITIL glossary and the exam candidate instructions.

Day 1 

  • 08h00 Registration
  • 08h30 Introduction
  • 09h15 Service Management Concepts
  • 10h15 Tea/Coffee
  • 10h30 The Service Lifecycle
  • 12h30 Lunch
  • 13h30 Service Strategy
  • 14h45 Tea/Coffee
  • 15h00 Service Strategy

Day 2

  • 08h30 Homework review and Q&A
  • 09h15 Service Design
  • 10h15 Tea/Coffee
  • 10h30 Service Design
  • 12h15 Lunch
  • 13h00 Service Transition
  • 14h45 Tea/Coffee
  • 15h00 Service Transition
Day 3 

  • 08h30 Homework Review and Q&A
  • 09h15 Service Operations
  • 10h15 Tea/Coffee
  • 10h30 Service Operations
  • 12h15 Lunch
  • 13h00 Continual Service Improvement
  • 14h45 Tea/Coffee
  • 15h00 Exam preparation and mock-exam

As part of the course students will do a practice exam to prepare learners for sitting the ITIL Foundation Certificate in IT Service Management examination. Please note that the course does not include the exam and the exam MUST be booked separately with us or one of our training partners.

The examination is a one hour, 40 questions, Multiple Choice paper, which can be included with the course of candidates may elect to sit the exam at a future date. We caution learners to write the examination within one week of completing the course, as experience have shown that learners who wait longer have a greater propensity to fail the exam.

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