ITIL Foundation

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ITIL Foundation training courses are available from Focus in London, Birmingham, Manchester, Leeds and 15 other cities across the UK.

ITIL Foundation is for IT managers, practitioners and support staff involved in the strategy, design, implementation and on-going support and delivery of business IT services.

It also proves useful for those interfacing with information systems who require an insight into service management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

The course provides practical advice to help both new and experienced Service Support and Delivery staff to do their jobs better.

More than 250,000 people per year take the ITIL Foundation certificate. It is the first step in the ITIL qualifications hierarchy which leads towards ITIL Expert.

The course is based on the ITIL best practice service lifecycle approach featured in the latest 2011 guidelines.

Learning Objectives

The latest version of ITIL (IT Infrastructure Library) provides a detailed set of best practice for IT Service Management. This foundation course introduces ITIL as a whole - in the context of the service lifecycle.

ITIL embodies practices deployed by the world's most successful organisations to optimise their IT services.  This Foundation course will introduce key ITIL processes including Service Level Management, Service Continuity, Configuration Management, Release Management, Incident and Problem Management.

The ITIL Foundation Certificate exam is taken on the final day of the course.

The course will enable delegates to:

  • Explain the concept of Service Management
  • Explain the objectives and business value for each phase of the Service Lifecycle
  • Define key ITIL terminology
  • Understand how key ITIL processes contribute to the Service Lifecycle
  • Explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function
  • Account for the range of Service Management roles
  • List generic requirements for a set of Service Management technologies and understand how service automation assists with integrating Service Management processes 


There are no compulsory pre-requisites though a basic awareness of IT services is assumed.

Course Content

Service Management as a Practice
The basics that help define the concept of a service, and service management as a practice.

The ITIL Service Lifecycle
At the very core of best practice guidance, understanding the value of the ITIL service lifecycle, how the processes integrate with each other throughout the lifecycle. We introduce the objectives, scope and importantly the business value for each phase in the lifecycle.

Generic Concepts and Definitions
Learning the language of ITIL by defining some of the key terminology and key concepts of service management.

Key Principles and Models
Key principles and models of service management contained within service strategy, service design and continual service improvement are studied with the aim of balancing cost and quality to minimise risk to the organisation.

How the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle and improving business value.

The objectives, scope, basic concepts, activities and challenges for the core processes (service level management, incident management, problem management and change management).

The objectives and key concepts for the remaining processes including how they relate to each other.

Explain the role, objectives and organizational structures of the service desk function. Defining the role, objectives and overlap of the other key functions (technical management, application management and IT operations management).

The principal responsibilities of the key roles in service management (process owner, process manager, process practitioner, service owner).

Technology and Architecture
Understanding how service automation assists with integrating service management processes.

Competence and Training
An overview of competence and skills for service management, competence and skills frameworks and training.

Exams & Certification

The ITIL Foundation Certificate in IT Service Management examination is taken on the final day.  It is a closed-book, one hour, multiple-choice paper. The pass mark is 26/40.

The Foundation Certificate is a pre-requisite for the all other ITIL-based certificates in IT service management.