Course 55062-A: ITIL Foundation Certification Course

This three-day instructor-led course is intended for IT Managers and Practitioners. This course provides students with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.  This course provides 21 contact hours.

Audience profile

This course is for IT Managers and Practitioners involved in the strategy, design, implementation, and on-going delivery of business-used IT services and for anyone who requires an insight into Service Management best practice.

Job role: Developer

Skills gained

  • The course shares with students the skills and knowledge to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organizations. It provides proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
  • This course also helps students prepare for the ITIL Foundation Certificate in IT Service Management examination. There will be reinforcement in the form of exercises throughout the course with the objective of instilling a deeper understanding of IT Service Management.
  • The focus of the course is to help students understand the value to the business provided by each phase of the Service Management Lifecycle as covered by the 5 core books: Service Strategy; Service Design; Service Transition; Service Operation; Continual Service Improvement;
  • There is particular importance placed on developing an underlying service culture within the IT organization. Topics covered include: Introduction to Service Management; The importance of Service Management; Definition of a Service and Service Management; The need for a service culture; Service Management as a practice; The Service Lifecycle;


There are no prerequisites for this course.

Course outline

Module 1: Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL)

This module reviews ITIL's history, in particular how the ITIL v2 content in Service Support and Service Delivery became how many companies viewed ITIL Service Management. This section also introduces the ITIL Lifecycle and its five phases, terms of interest, the goals and benefits of the ITIL v3 Refresh and 2011 Refresh, key processes, the Qualification Scheme and the RACI organizational context.

  • Review what topics will be covered in the three day course.
  • Understand how the course will be delivered with Lec...