The ITIL® Foundation course is 3 days of presentations, exercise and discussion about ITIL Foundation best practice framework. ITIL® is a approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom.

What is ITIL®?

ITIL® Foundation provides a general overview of the IT Service Management Lifecycle and its supporting processes, functions and roles.ITIL®: Overview and Benefits

ITIL® advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organisations on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL® best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organisations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.
The five core guides map the entire ITIL® Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.

ITIL® provides a systematic and professional approach to the management of IT service provision.

Adopting its guidance offers users a huge range of benefits that include:

  • reduced costs;
  • improved IT services through the use of proven best practice processes;
  • improved customer satisfaction through a more professional approach to service delivery;
  • standards and guidance;
  • improved productivity;
  • improved use of skills and experience; and
  • improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for
    service delivery in services procurement

Course Content

Candidates can expect to gain knowledge and understanding in the following
Service Management as a Practice

  • Efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, Roles and Processes
  • Service Strategy: overall business aims and expectations
  • Types of Service Provision
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business case

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

  • Service Catalogue Management
  • Supplier Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management

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

  • Service Asset and Configuration Management
  • Change Management
  • Knowledge Management
  • Release and Deployment Management

Service Operation: day to day, business as usual activities

Incident Management
Problem Management
Request Fulfillment
Event Management
Access Management
Functions: Service Desk, Technical Management, Operations Management and Applications Management

Exam Format

Multiple choice
40 questions per paper
26 marks required to pass

What is included?
Courseware Book
Pre-Course Material
Experienced Instructor*ITIL® is a registered trade mark of the Cabinet Office
*The Swirl logo® is a trade mark of the Cabinet Office
*ITIL® courses are delivered by Insights – an Accredited Training Organisation
Training venue

Our training venues are chosen for comfort and accessibility.  We deliver training throughout the UK and Europe and source venues to ensure that the training rooms are well equipped and comfortable for the number of delegates attending the course in terms of size, lighting, seating and desk space and facilities. We ensure the venues are easily accessible to transport links.  Specific training venues for each course will be stated on our course dates & booking page giving maps and transport links.

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