ITIL® Foundation

ITIL® 2011 Foundation Courses

Scheduled Events

DatesDurationLocationCost / Delegate 
13-15 Jan 20143 DaysBristol£1,000.00

ITIL® 2011 Foundation Course Details


Course Content

Service Management as a Practice

Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilisation of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration

ITIL Service Lifecycle

The five core phases

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

ITIL Core Concepts

Identifying and documenting the services

  • Service portfolio
  • Service catalogue
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)

Optimising the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and known error database (KEDB)
  • Service knowledge management system (SKMS)

ITIL Key Principles and Models

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics

ITIL Lifecycle Phases

Service Strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service Design

  • Service level management (SLM)
  • Design coordination
  • Service catalogue management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service Transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service Operation

  • Process activities of incident and problem management
  • Request fulfilment
  • Stating the purpose of event and access management

Continual Service Improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical success factors (CSF) and KPIs
  • Types of metrics

Service Management Functions and Roles

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognising the RACI responsibility model and its role in determining organisational structure
  • How service automation assists with integrating service management processes



Very well presented at a good pace with appropriate examples

— Andy A – MOD (2013)

A very well presented course, particularly appreciated taking into account previous providers

— Simon P – MOD (2013)

The competence and enthusiasm of the Instructor were key to a well delivered course….

— Peter C – MOD (2013)

At the end of a recent ITIL foundation session which John led, I noted to my company’s training team that: “I have no reservations about recommending the course. It was led by a highly experienced trainer who had a very effective teaching style. He delivered great content which I can apply immediately”. Also, even though I had limited prior exposure to ITIL I also did excellently well in the certification exam. John did a brilliant job encouraging the course participants to internalize the concepts of ITIL, ensuring that the best practices were not merely taken at face value, but were challenged and compared with other practices and models.
The highest praise that I can give is perhaps that I ensured that a new service delivery manager who just joined my team was signed up for John’s course as soon as he accepted the role

— OPM A Ibitoye MBA (2012)



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What is this course about?

This exam-preparatory course provides comprehensive coverage of foundation concepts within the Information Technology Infrastructure Library (ITIL). Through practical assignments, practice exam questions and daily review sessions, you explore and evaluate good practice in IT service management based on the ITIL methodology. You also assess the activities, roles and security issues involved in the service management lifecycle, examine the components of each of the core service management processes (service strategy, service design, service transition, service operation and continual service improvement) and cover key service management terminology.

The course culminates in the ITIL Foundation Certification Exam, which is offered on the last day of class.

What background do I need?

No specific experience is required.

Who will benefit from this course?

This course is valuable for professionals involved in all facets of IT service management, including:

  • IT service and support managers and staff
  • Project managers
  • IT consultants and developers
  • Key business users
  • CIOs

What is ITIL?

The Information Technology Infrastructure Library (ITIL) is a customisable framework for good practice of IT services and infrastructure. ITIL was developed in the 1980s by the Central Computer and Telecommunications Agency, which later became the Office of Government Commerce (OGC), a governmental organisation in the United Kingdom. ITIL has evolved to become the world-wide de facto standard for IT service management and encompasses multiple components of IT service management, including service strategy, service design, service transition, service operation and continual service improvement.

Why should I use the ITIL framework?

IT service management ensures organisations manage and support the people, processes and technologies within a business environment effectively and professionally. By applying ITIL service management practices, your organisation may reduce costs, improve Return on Investment (ROI), enhance productivity, and maintain a consistent standard for service delivery.

Why is an ITIL Foundation Certificate important?

A Foundation Certificate certifies you have the requisite background to evaluate IT service management good practice and understand how the ITIL framework can improve the efficiency and effectiveness of service management within your organisation.

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

Is the ITIL Foundation Certification Exam included in the course?

Yes! You take the ITIL Foundation Certification Exam on the last day of the course.

How long is the ITIL Foundation Certification Exam?

The ITIL Foundation Certification Exam is a 40-question, multiple choice test. You are given one hour to complete the examination.

What is the relationship between PMWEB the APM Group (APMG) and the Cabinet Office?

Both PMWEB and its partners InProgress and this course have been accredited by the APM Group. As an accredited training organisation (ATO), InProgress and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organisations and individuals manage their projects, programmes and services.

How much time is spent on each topic?

Content Hours
Introduction to ITIL and IT service management 2.0
Service strategy 1.5
Service design 3.5
Service transition 3.25
Service operation 3.25
Continual service improvement 1.0
Practice exams and review 3.5

Times, including the workshops, are estimates; exact times may vary according to the needs of each class.