The Foundation level focuses on knowledge and comprehension to provide a good
grounding in the key concepts, principles and processes of ITIL.
The learning objectives and competencies are focused on an understanding of the overall
linkages between the stages in the lifecycle, the processes used and their contribution to
Service Management practices.

Prerequisites: There are no formal criteria or prerequisites for candidates wishing to
attend an accredited ITIL Foundation course, though some familiarity with IT terminology
and an appreciation of their own business environment is strongly recommended.

The course provides participants with a process orineted approach to ITIL and prepares
students to take the exam Foundation Certificate in IT Service Management.

Course Outline:

• An introduction to IT Service Management
• Understanding of the Structure of the ITIL 'library'
• ITIL’s key concepts and objectives.
• Service Desk
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management
• Service Level Management
• Financial Management for IT Services
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Security Management