This hands-on, instructor-led ITIL Foundation Certification training introduces students to the fundamentals of IT Service Management. ITIL is a globally adopted framework for IT Service Management (ITSM), utilized by public and private organizations worldwide.

Since its inception in the early 1990s, ITIL has evolved from focusing on functions and processes (versions 1 and 2) to emphasizing the full service lifecycle management under the current version. This course establishes a foundational knowledge of ITIL concepts.

The ITIL Foundation Certificate in IT Service Management equips IT professionals and managers with essential skills to deliver customer-focused, cost-efficient, and business-aligned IT services. Participants will learn ITIL terminology, processes, and strategies that can transform IT operations. This certification also provides two credits toward the ITIL Qualification Scheme.

Service Management as a Practice

• Best-practice approaches and ITIL
• Why ITIL is successful
• Services, customers, and stakeholders
• Types of services (internal and external)
• Understanding stakeholders in service management
• Concepts of service management and IT service management
• IT service provider types
• Processes and functions in the service lifecycle
• Process models and characteristics
• Organizing for service management

Understanding Service Strategy

• Purpose, objectives, and scope of service strategy
• Value of service strategy to the business
• Key concepts: utility, warranty, assets, resources, and capabilities
• Governance, risk management, and patterns of business activity
• Service portfolio management and financial management
• Business relationship management

Understanding Service Design

• Purpose, objectives, and scope of service design
• Value service design provides to the business
• Four key elements: people, processes, products, and partners
• Five major aspects: service solutions, MIS tools, architectures, measurement systems, and processes
• Service level management and service improvement plans
• Availability management and information security management
• Supplier management and capacity management

Understanding Service Transition

• Purpose, objectives, and scope of service transition
• Change management: purpose, objectives, and scope
• Transition planning and support
• Service asset and configuration management
• Knowledge management: DIKW structure and service knowledge management systems
• Release and deployment management

Service Operation Lifecycle Stage

• Purpose, objectives, and scope of service operation
• Value service operation delivers to the business
• Organizing for service operations: technical, applications, and operations management
• The service desk function
• Incident and problem management processes
• Event management and request fulfillment processes

Continual Service Improvement (CSI)

• Purpose, objectives, and scope of CSI
• Value of CSI to the business
• The CSI approach and the Deming Cycle
• The role of measurement in CSI
• Seven-step improvement process

• Key concepts of ITIL
• Important principles for improving IT operations
• Vital processes and functions
• Practical guidance for applying ITIL to everyday IT situations
• Strategies to align with business goals, control costs, and improve IT service quality
• Methods to balance IT resources effectively