ITIL® Foundation

Course code: I01

Course description:

ITIL Foundation course is the entry level certification course for IT Service Management best practices.

This training is accredited by the APM Group Ltd.


To provide a sufficient knowledge of the best practices of IT service management, so that participants can effectively and deliberately, at any organizational level, participate in management of IT services and be able successfully pass the exam.

Target group:

This workshop is designed for:

  • employees at any organizational level (Board Members as well as front-line staff),
  • individuals responsible for implementation of ITIL processes in organization,
  • those who use ITIL best practices in their tasks,
  • customers and users 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,
  • those who would like to learn more about the ITIL best practice.


There are no specific pre-requisites for this course.


3 days


ITIL Foundation Exam takes place on the third day, at the end of the training course.
Optionally, the exam may be organized on another day after the training.  

Table of contents:

-- Day 1 --

  • Introduction to ITIL Service Management,
  • Exercise,
  • Service Management as a best practice,
  • Functions and Processes,
  • Roles,
  • RACI Model,
  • Exercise,
  • The Service Lifecycle,
  • Exercise,
  • Service Strategy,
  • Service components, 
  • Service portfolio management,
  • Financial management for IT services,
  • Business relationship management,
  • Exercise,
  • Service Design part 1,
  • Service Level Management,
  • Service Catalogue Management,
  • Availability Management,
  • Information Security Management,
  • ITIL Certification Requirements, 
  • ITIL Foundation sample examination 1 and review.

-- Day 2 --

  • Brief summary of Day 1,
  • Service Design part 2,
  • Supplier Management,
  • Capacity Management,
  • IT Service Continuity Management,
  • Design coordination.
  • Service Transition part 1,
  • Change management,
  • Release and deployment management,
  • Knowledge management,
  • Service Transition part 2,
  • Service asset and configuration management,
  • Transition planning and support,
  • ITIL Foundation sample examination 2 and review

-- Day 3 --

  • Brief summary of Day 2,
  • Service Operation,
  • Event Management,
  • Incident Management,
  • Request Fulfillment,
  • Problem Management,
  • Access Management,
  • Service Desk,
  • Technical Management Function,
  • IT Operations Management,
  • IT Operations Control,
  • Facilities Management,
  • Applications Management Function,
  • Exercises,
  • Continual Service Improvement,
  • ITIL Foundation Exam.



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We offer accredited training courses and exams in project, programme and portfolio management, risk management and IT service management.
Our PRINCE2®, MSP®, P3O®, MoP®, M_o_R®, ITIL®, AgilePM
® and AgileBA® courses are accredited by relevant examination institutes.